Support Help Desk

Work you'll do

• Keep our supported assets running, accessible, organized, and secure.
• Facilitate communication about Relativity's status, as well as any planned or unplanned outages involving our ATO in the FTC/GPS TC.
• Work with engagement teams to maintain client documentation (SAR, CUA, ROB, Attestation).
• Verify documentation and qualifications to manage the permissions and access of end users.
• Work with engagement and Client solutions to create, edit, and administrate internal and external user accounts. Create Relativity users and submit and configure Fed users as per our policies.
• Address client and internal tickets according to appropriate policies and maintain company SLAs.
• Maintain internal documentation necessary for user tracking and organize the SharePoint site.
• Perform preliminary troubleshooting for technical issues.
• Gather data and verify client issues that appear to have a wide net of those affected (e.g., if Relativity is down, determine if it is down for everyone or just one user).
• Provide coverage and testing for weekend and post-patching events. This position will require after-hours and weekend work at regular intervals.

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.

Qualifications

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
• Must be able to obtain and maintain the required clearance for this role
• Excellent verbal and written communication skills, with the ability to clearly convey technical information to non-technical users.
• Strong customer service orientation, with a commitment to providing high-quality support and maintaining client satisfaction.
• Ability to manage multiple tasks and priorities effectively, with strong attention to detail.
• Ability to work collaboratively within a team environment, demonstrating flexibility and a willingness to assist others.
• Willingness to work after hours and weekends as required for coverage and testing.

Preferred:

• Bachelor's degree in a related field is preferred. Previous experience in a technical support or help desk role, preferably within the Federal, State, Local, or Higher Education sectors.

• Proficiency in troubleshooting hardware and software issues, with a strong understanding of IT systems and applications.

• Associates degree or higher (not required)

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!

Work you'll do

• Keep our supported assets running, accessible, organized, and secure.
• Facilitate communication about Relativity's status, as well as any planned or unplanned outages involving our ATO in the FTC/GPS TC.
• Work with engagement teams to maintain client documentation (SAR, CUA, ROB, Attestation).
• Verify documentation and qualifications to manage the permissions and access of end users.
• Work with engagement and Client solutions to create, edit, and administrate internal and external user accounts. Create Relativity users and submit and configure Fed users as per our policies.
• Address client and internal tickets according to appropriate policies and maintain company SLAs.
• Maintain internal documentation necessary for user tracking and organize the SharePoint site.
• Perform preliminary troubleshooting for technical issues.
• Gather data and verify client issues that appear to have a wide net of those affected (e.g., if Relativity is down, determine if it is down for everyone or just one user).
• Provide coverage and testing for weekend and post-patching events. This position will require after-hours and weekend work at regular intervals.

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.

Qualifications

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
• Must be able to obtain and maintain the required clearance for this role
• Excellent verbal and written communication skills, with the ability to clearly convey technical information to non-technical users.
• Strong customer service orientation, with a commitment to providing high-quality support and maintaining client satisfaction.
• Ability to manage multiple tasks and priorities effectively, with strong attention to detail.
• Ability to work collaboratively within a team environment, demonstrating flexibility and a willingness to assist others.
• Willingness to work after hours and weekends as required for coverage and testing.

Preferred:

• Bachelor's degree in a related field is preferred. Previous experience in a technical support or help desk role, preferably within the Federal, State, Local, or Higher Education sectors.

• Proficiency in troubleshooting hardware and software issues, with a strong understanding of IT systems and applications.

• Associates degree or higher (not required)

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

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Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

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. Learn more about our inclusive culture.

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. Learn more about Deloitte's purpose, commitments, and impact.

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.

As used in this posting, "Deloitte Advisory" means Deloitte & Touche LLP, which provides audit and enterprise risk services; Deloitte Financial Advisory Services LLP, which provides forensic, dispute, and other consulting services; and its affiliate, Deloitte Transactions and Business Analytics LLP, which provides a wide range of advisory and analytics services. Deloitte Transactions and Business Analytics LLP is not a certified public accounting firm. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. These entities are separate subsidiaries of Deloitte LLP.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 208716