IT Support Administrator

LE0001 Relativity ODA LLC; Illinois; Hybrid; USD 60,000 - 90,000; Full time

Job summary

Relativity ODA LLC is seeking an IT Support Specialist (Intermediate) who provides more advanced troubleshooting and resolves a broad range of support tickets. This role acts as an escalation point for junior analysts, contributes to knowledge documentation, and supports process improvement initiatives.

You will support remote, hybrid, and global teams, handle endpoint management and identity tasks (Azure AD/Microsoft 365), participate in root-cause analysis, and collaborate with global IT to

Qualifications

• Associate degree or equivalent technical foundation.
• 2+ years in technical support.
• Strong proficiency with operating systems, hardware, and enterprise applications.
• Experience supporting remote, hybrid, and global teams.
• Ability to lift, carry and move equipment weighing up to 50lbs, with or without reasonable accommodation.

Responsibilities

• Provide Tier 2 support for escalated incidents requiring deeper technical analysis.
• Troubleshoot advanced desktop, network, and application issues across multiple platforms.
• Independently resolve most assigned tickets without guidance.
• Act as an escalation point for Tier 1 analysts.
• Train and coach junior team members.
• Support identity management tasks (Azure AD/Microsoft 365, IAM workflows, MFA troubleshooting).
• Assist with endpoint management activities using MDM tools (Intune, JAMF, Autopilot).
• Own major incident communication for incidents within scope.
• Contribute to knowledge base improvements and documentation quality.
• Participate in root-cause analysis for recurring issues.
• Support deployment of enterprise hardware, software, and configuration baselines.
• Collaborate with global IT teams to maintain consistent support standards.

Skills

Technical support experience

Remote/hybrid/global teams

Operating systems knowledge

Hardware knowledge

Lifting up to 50 lbs

Education

Associate degree

Tools

Intune

JAMF

Autopilot

Azure AD / Microsoft 365

Job description

Posting Type Hybrid Job Overview

The IT Support Specialist (Intermediate) provides more advanced troubleshooting and independently resolves a broad range of support tickets. This role acts as an escalation point for junior analysts, contributes to knowledge documentation, and supports process improvement initiatives.

Job Description and Requirements Industry-Standard Responsibilities

• Provide Tier 2 support for escalated incidents requiring deeper technical analysis.
• Troubleshoot advanced desktop, network, and application issues across multiple platforms.
• Independently resolve most assigned tickets without guidance.
• Act as an escalation point for Tier 1 analysts.
• Train and coach junior team members.
• Support identity management tasks (Azure AD/Microsoft 365, IAM workflows, MFA troubleshooting).
• Assist with endpoint management activities using MDM tools (Intune, JAMF, Autopilot).
• Own major incident communication for incidents within scope.
• Contribute to knowledge base improvements and documentation quality.
• Participate in root-cause analysis for recurring issues.
• Support deployment of enterprise hardware, software, and configuration baselines.
• Collaborate with global IT teams to maintain consistent support standards.

Minimum Qualifications

• Associate degree or equivalent technical foundation.
• 2+ years in technical support.
• Strong proficiency with operating systems, hardware, and enterprise applications.
• Experience supporting remote, hybrid, and global teams.
• Ability to lift, carry and move equipment weighing up to 50lbs, with or without reasonable accommodation.

Preferred Qualifications

• Experience leading small projects or process improvements.
• Certification such as M365 Fundamentals, Azure Fundamentals, JAMF, or ITIL v4.
• Experience using automation or scripting tools.

Relativity is committed to competitive, fair, and equitable compensation practices. This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives. The expected salary range for this role is between following values: $60,000 and $90,000 The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Required Skills

• Documentations
• Incident Management
• Information Technology (IT) Services
• IT Service Desk
• Microsoft Office
• Mobi Systems OfficeSuite
• Network Troubleshooting
• Service Level Agreement (SLA)
• Technical Support
• Troubleshooting Software

We're solving big data challenges in the legal tech industry, and we're always looking for more people to join us on the journey. At Relativity, you'll learn cross-functional skills to grow your career and have the chance to make a big impact on our customers, our industry, and our communities. We admire and value our employees, so it's no surprise that our hiring process is designed to help us really get to know you - and for you to get to know us, too.