Position Summary

Relativity Help Desk Analyst

In today’s environment our clients’ abilities to respond to requests for information are more important than ever and through people, processes, tools, and technology, we help them do so.

Are you excited about exploring innovative ways to visualize data, use analytics, and help clients find relevant information in an ever-growing sea of emails and electronic documents?

Do you have a legal or technology background and want to continue to grow your skills and abilities? We are a practice that brings together teams focusing on thought diversity, collaborative problem solving, and development of our professionals to enable our Government and Public Services (GPS) Discovery & Data Management Practice clients face litigation and other regulatory requirements with the resources to efficiently and effectively assist the government and respond to information requests.

If you want to help clients make sense of their data and are passionate about keeping up with the latest data trends and technology sources, then our team would be a great fit for you!

As a Relativity Help Desk Analyst , you will :

• Assist federal agency with responding to Freedom of Information Act (FOIA) requests.
• Assist with the new FOIA app version releases.
• Install hot fixes on a short notice.
• Assist with the testing of new FOIA app releases.
• Report testing results to the development team.
• Create and configure FOIA workspaces.
• Monitor the Relativity databases and processes from the background.
• Responsible for queue management.
• Responsible for job prioritization in Relativity.
• Monitor agents and servers’ statuses.
• Be available for upgrades after hours and weekends.
• Respond to emails from employees and customers seeking help with FOIA software- or computer-related issues.
• Log and monitor the progress of tickets.
• Learn the functions and back end of our software program so you can walk users through the steps to achieve specific goal.
• Aid the development team in conceptualizing updates and upgrades that will enhance users' experience.
• Walk customers through the steps to achieve a goal in our software on the phone.
• Maintain a high level of courteous customer service at all times.
• Monitor and administrate FOIA requests from receipt to production in an electronic case management system.
• Work independently and be accustomed to effectively and efficiently working at a high-performance level with minimal input from program leadership.
• Support Implementation and Operations Management best practices.
• Perform analysis and diagnosis of client issues.
• Demonstrate a foundational understanding of the client environment and overall project scope.
• Identify and solve problems using analysis, experience, and judgment.
• Work as part of a team and in a team environment that is process-oriented and deadline-driven.
• Use professional oral and written communication skills.
• Manage day-to-day interactions with clients and internal Deloitte team.
• Display leadership and business judgment in anticipating client / project needs and developing alternative solutions.
• Provide counseling / coaching, oversight, and support for delivery teams and staff.

The team

Deloitte’s Government and Public Services (GPS) practice our people, ideas, technology and outcomes is designed for impact.

Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

Discovery is constantly evolving and changing as data volumes and sources continue to grow exponentially. We aim to help our clients solve their most pressing data management challenges by bringing key stakeholders together and helping them to navigate challenges such as cloud migration, implications of new technologies, evolving data sources, and pressure due to time constraints or regulatory requirements.

Our practice has established itself as a leader in delivering the full spectrum of Discovery services to government agencies.

Our teams apply eDiscovery leading practices and leverage analytics technology, as well as traditional legal research and writing, to assist government attorneys and agency staff through the litigation or information request process.

Our teams work with government attorneys on litigation readiness; to collect, process, analyze, review, and produce data;

and to support discovery requests, depositions, hearings, and trials. Our team applies decades of experience and knowledge gleaned from thousands of cases to each stage of a litigation or dispute engagement, from case theory development and discovery to witness testimony.

We use proprietary tools, methodologies, and technology including data mining and mapping, electronic discovery, and computer forensic capabilities to address our clients' needs.

Qualifications

Required :

• Bachelors degree required
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• 2+ years of Forensic, Investigative, and / or Discovery industry related experience.
• 2+ years in a technical or functional lead role.
• Excellent customer service skills.
• Strong verbal communication and problem-solving skills.
• Able to work in a fast-paced environment.
• Experience mentoring and coaching others.
• Demonstrate strong judgment, problem-solving, and decision-making abilities.
• Experience with litigation support and civil litigation.
• Active directory experience.
• 2+ years' experience in IT-related position.
• 2+ years of eDiscovery or Litigation Support experience.
• 2+ years as a Relativity Administrator.
• 2+ years of SQL querying and scripting experience.
• Travel up to 20%

Preferred :

• Relativity Certified Administrator
• Relativity Processing Certification
• Relativity Infrastructure certification
• Relativity Analytics certification
• Nuix, Law Prediscovery, Concordance, Brainspace certifications.
• FOIAXpress experience is a plus
• FOIAonline experience is a plus
• Forensic, Investigative, and / or Discovery industry related experience

RLSFY23 Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively.

It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges.

This makes Deloitte one of the most rewarding places to work. Our purpose Deloitte’s purpose is to make an impact that matters for our clients, our people, and in our communities.

We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day.

It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship.

From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

TRC is looking for Help Desk Support for a leading Healthcare Organization! Working REMOTE yet located in Atlanta, you don’t want to miss out on this opportunity!

This candidate must reside in driving distance to the Buckhead, GA location.

In the role of a Help Desk Support Jr. you will be responsible for responding to phone calls made to the Service Desk. You will be providing first level IT support to resolve business IT problems.

In addition, you will triage and escalate un-resolvable problems to the next support level while attaining the highest degree of customer satisfaction.

The Service Desk is a fast-paced call center environment.

On an average day, each technician will handle between 50-60 calls; significantly more on days when there is an outage.

Qualifications : Bachelors Degree and 1+ years of experience

Please submit a resume to for immediate consideration.

TRC Staffing is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Job Details

Description

Are you technically skilled with good problem-solving abilities? PYA is seeking an IT Help Desk Technician to join its high-performing and privately-owned firm with a dynamic culture and a strong national reputation.

The duties of the IT Help Desk Technician include being a reference point for all IT related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, amongst other technical duties.

The IT Help Desk Technician will interact with colleagues throughout the PYA Enterprise.

RESPONSIBILITIES :

• Provide first level technical support to PYA employees, including troubleshooting hardware and software issues and serving as the first point of contacts for issues and errors
• Assist with building computers for new PYA employees
• Repair or replace damaged hardware on computers or technical equipment
• Establish excellent relationships with all departments and colleagues.
• Manage technical documentation

QUALIFICATIONS :

• Pursuit of associate degree in computer science or related field required
• 1+ years of experience in computer support preferred
• Experience with Office 365 preferred
• Sound judgement with the ability to manage risk effectively
• Superior communication skills, both oral and written
• Excellent project management skills
• Traits that include : detail-oriented, flexible, and responsive
• Ability to effectively work as a member of a team
• Client-oriented work ethic
• Openness to feedback

ABOUT PYA :

Serving clients in all 50 states from offices in seven cities, PYA is ranked by INSIDE Public Accounting as one of the nation’s Top 100 largest CPA firms, with the third-highest percentage of female ownership within that group.

Forbes has recognized PYA one of America’s Best Tax and Accounting Firms for the last two years. Accounting Today has highlighted PYA as One of the most successful firms in the country.

Modern Healthcare ranks PYA among the nation’s Top 20 healthcare consulting firms, and PYA is one of the Top 15 auditors of the nation’s largest health systems.

This success is the result of four decades of steadfast adherence to a culture of responsiveness, integrity and relationships both with clients and colleagues "The PYA Way.

Responsibilities

Job Duty 2 - Answer customer questions by providing service information and resolving problems.

Job Duty 3 - Consult with users to determine steps and procedures to identify and resolve the problem.

Job Duty 4 - Identify, investigate, and resolve users' problems with computer software and hardware

Job Duty 6 - Guide users through diagnostic and troubleshooting processes, including using diagnostic tools and software and following verbal instructions

Job Duty 7 - For inquiries requiring more than a primary response, investigate and resolve customer issues directly, usually serving as the sole response source;

follow up as necessary.

Job Duty 8 - Engage in learning opportunities in other areas to gain a broader knowledge of the organization's services.

Job Duty 10 - Perform other related duties as assigned.

Required Qualifications

Educational Requirements

High School or GED

Equivalent combination of education and experience also acceptable

Other Required Qualifications

Occasionally stand and walk for up to 30 minutes at various times during the workday.

Required Experience

Zero to two years experience in customer technical support

Preferred Qualifications

Preferred Educational Qualifications

Technical Diploma in computer operations or related field.

Proposed Salary

$19.50 Hourly

Knowledge, Skills, & Abilities

ABILITIES

Ability to explain technical issues to technical and non-technical employees and customers. Proficient with or the ability to quickly learn an array of computer hardware and software.

Ability to work independently, collaboratively, and in teams.

KNOWLEDGE

Strong analytical and problem-solving skills. Proficient with Microsoft Office Suite or related software. Maintain knowledge of technological innovations and trends.

SKILLS

Robust phone contact handling and active listening skills. Customer orientation and ability to adapt / respond to different characters.

Ability to multi-task, prioritize, and manage time effectively over an extended period.

WHO WE ARE LOOKING FOR

Works well with a team. Works hard even when it's not fun. Someone we can trust, rely on, bounce ideas off of and generally have a positive experience with both personally and professionally.

We will work together on day-to-day system support and new projects. There is a steep learning curve but you remain calm and eager to think of solutions.

WHAT YOU NEED TO QUALIFY FOR THE POSITION

• 2-3 years' hands-on Help Desk or Tech Support experience.
• One or more certifications Network+, A+ and Microsoft Certifications (MCP or MCSA).
• Knowledge of network hardware (Switches, Firewalls, RAID, etc..) and protocols (TCP / IP).
• Knowledge of operating systems. Windows 7, Windows 10, MAC, Server 2008 / 2012 / 2016, and some Linux variants (optional).
• Knowledge of Office 365 (front and back setup), DropBox and Microsoft Office Suites.
• Able to work calmly under pressure.
• Communicates well both verbally and in writing.
• Plus : Ticketing systems or RMM experience.
• Preferred : PowerShell or Scripting.
• Preferred : Loves Comic Con and Rick and Morty

WHAT YOU WOULD DO

• Provide first-hand tech support to NYC, NJ & DC customers, including troubleshooting and end user training, with fast responses and documentation of your work.
• Assist engineering team in maintaining stable operation of client networks.
• Administer equipment, hardware and software upgrades.
• Administer and maintain end user accounts, permissions, and access rights. Working knowledge of Active Directory and GPO’s experience is a plus.
• Monitor and test network performance and provide network performance statistics and reports.
• Recommend, schedule, and perform network improvements, upgrades, and repairs.
• Develop, document, and train on hardware installation and troubleshooting procedures.
• Interact and negotiate with vendors and contractors to secure network products and services.
• Participate in IT projects, such as rollouts and location expansions.
BENEFITS :
• 401(k)
• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

SCHEDULE :

Monday to Friday

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