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.

Description

Essential Job Functions

• Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems.

Resolves and / or refers more complex technical problems through a defined escalation process.

• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications

• High school diploma or G.E.D.
• One or more years of technical training in computer support preferred
• Two or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer related problems
• Experience working with company escalation policy

Other Qualifications

• Interpersonal skills to interact with customers and team members
• Good communication skills
• Organization skills to balance and prioritize work
• Analytical and problem solving skills
• Ability to work in a team environment

Work Environment

• Office environment
• May require shift work
• Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage;

employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off; and much more.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an . All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation / gender identity, age or genetic information.

DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters .

To access the postings in the link below, select your state to view all applicable federal, state and locality postings.

Postings are available in English, and in Spanish, where required. View postings below.

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via.

Please note : DXC will respond only to requests for accommodations due to a disability.

Description

Essential Job Functions

• Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems.

Resolves and / or refers more complex technical problems through a defined escalation process.

• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications

• High school diploma or G.E.D.
• One or more years of technical training in computer support preferred
• Two or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer related problems
• Experience working with company escalation policy

Other Qualifications

• Interpersonal skills to interact with customers and team members
• Good communication skills
• Organization skills to balance and prioritize work
• Analytical and problem solving skills
• Ability to work in a team environment

Work Environment

• Office environment
• May require shift work
• Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage;

employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off; and much more.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an . All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation / gender identity, age or genetic information.

DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters .

To access the postings in the link below, select your state to view all applicable federal, state and locality postings.

Postings are available in English, and in Spanish, where required. View postings below.

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via.

Please note : DXC will respond only to requests for accommodations due to a disability.

Job Description :

Arthur Lawrence is urgently looking for Technical / Help Desk Support for a client in Houston, TX. Kindly review the job requirements below.

Your immediate application will enable us to place you successfully.

Must-Have :

• 2 years of experience in Technical / Help Desk Support
• Skilled in Linux and have excellent communication skills
• Skilled in the Ticketing system

Nice to Have

Trainee or doing an Internship

About Us :

Arthur Lawrence is a management and technology consulting firm providing enterprise-wide business transformation and business applications implementation services.

Our in-depth technical knowledge and broad experience of working with world-class companies enables organizations to leverage our capabilities in developing winning strategies and cost-effective solutions.

We are an UN Women Empowerment Principal Signatory and are certified from National Minority Supplier Development Council.

Acknowledgements from Industry Peers :

• Winner of Entrepreneur 360 Award (2019).
• IAOP Award; Ranked in top 100 internationally.
• Arthur Lawrence ranked within the Inc 5000 twice in 2016 and 2017 as one of the fastest. Growing companies of America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ s Fast 100 Private Companies Award in 2017.

Our Seven Pillars :

We rely on the seven core values that we believe enable us to deliver quality for our consultants and clients : Education, Integrity, Value Creation, Collaboration, Best Client, Best People and Stewardship

Through strict adherence to these core values, we have achieved success beyond all documented forecasts and anticipation

Position Summary The IT Supervisor (AKA : Manager of Client Support Services ) plays a critical role in ensuring the quality and experience of service that we provide to our managed services customers.

S / he provides leadership to a team of Consultants and directs managed services best practices that are efficient, effective and meet good business principles.

In collaboration with Centre’s Director of Managed Services, this individual determines the appropriate team skills, processes, resources and tools necessary and is accountable for the quality of our Managed Services delivery team’s work.

S / he also drive continuous improvement to the quality of services and innovative delivery models. S / he also serves as a key member of the Centre Management Team and is expected to facilitate overall business planning, prioritization and collaboration.

To be considered for this position, all applicants must complete the following assessment : Manager of Client Support Services Essential Duties and Responsibilities Benchmark, analyze, report on, and make recommendations for the improvement and growth of the Managed Services infrastructure and systems.

Manage financial aspects of the Managed Services Department, including purchasing, budgeting, and budget review. Service Desk and Operations delivery methodology innovation leveraging social, self-service and other automated ways to provide highly responsive managed services.

Provide evidence or proof of process and methodology via customer documentation and auditable standards. Develop and maintain monthly and quarterly Service Desk and Operations business and performance review meeting templates.

Manage the deployment, monitoring, maintenance, development, upgrade, and support of all Managed Services systems, including servers, PCs, operating systems, hardware, software, and peripherals.

Ownership and continuous improvement of Centre’s Managed Services delivery toolset. Develop and maintain Managed Services billing processes.

Maintain repository of Centre’s Managed Services guidelines, processes and templates. Responsible for driving new and existing business and assisting with presales opportunities.

Responsible for maintaining Quality, Security, Compliance, and Assurance for all Managed Services clients. Responsible for complete onboarding process for all net new clients.

Manage Managed Services staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.

Encourage and maintain proactive client management. Ticket Escalation & Critical Issue Management. Maintain and exceed client SLA’s.

Communicate with all parties in a constructive manner to guarantee customer expectations are met. Ensure communication of escalated issues to customers : keep them informed of progress, and notify them of impending changes or agreed outages, etc.

Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests. Assist the managed services team in design and development tasks.

Review and approve the managed services team’s time and expenses sheets in ConnectWise Enter all work as activities, service tickets, or project tickets into ConnectWise.

Education / Experience / Certifications Bachelor’s Degree required 5+ years hands-on leadership experience Must possess excellent knowledge and experience using Microsoft Word, Microsoft Office, Excel, and Access Windows 8 / 10 Windows Server 2012 / 2016 Microsoft Windows Administration tools (AD Users and Computers, DHCP, DNS, Group Policy, Sites and Services, etc.

Microsoft Active Directory (Architect, Implementations, Migrations) Microsoft Exchange (Architect, Implementations, Migrations) Citrix Technologies (Architect, Implementations, Migrations) XenServer XenApp XenDesktop Web Interface Secure / Access Gateway NetScaler & WANScaler Backup / DR strategies (Architect, Implementation and Administration) Systems Upgrades including security patch management Monitoring of system utilization and application performance Understanding of network infrastructures and troubleshooting various networking protocols including but not limited to TCP / IP, DNS, DHCP, etc.

Experience with various network hardware systems such as but not limited to Cisco Switches, Cisco ASA,HP ProCurve, Sonicwall, Fortegate Experience with various Enterprise level server hardware such as but not limited to Dell PowerEdge servers, HP ProLiant Blade servers, Cisco UCS servers, etc Experience with Enterprise Storage solutions such as but not limited to ExaGrid, Compellent Work Environment and Physical Demands Work primarily in a climate controlled environment with minimal safety / health hazard potential.

Occasional lifting (up to 10 pounds and occasionally lift and / or move up to 50 pounds) may be required Reasonable accommodations can be made to enable individuals with disabilities / injuries to perform the essential functions of this role.

The noise level in the work environment is moderate. Some regional travel and frequent local travel required. Powered by JazzHR