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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 $90,000The 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 SoftwareSkills Required
- Associate degree or equivalent technical foundation
- At least 2 years of technical support experience
- 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 50 pounds, with or without reasonable accommodation
- 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 Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Relativity and has not been reviewed or approved by Relativity.
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Leave & Time Off Breadth — Time off options include discretionary time off and two company‑wide breaks each year, providing additional recharge time.
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Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision plans, telehealth access, and wellness resources such as a Headspace subscription.
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Parental & Family Support — North America offers up to 12 weeks of fully paid parental leave, with comparable regional programs in EMEA and APAC.
Relativity Insights
What We Do
At Relativity, we build innovative and comprehensive tools for making sense of unstructured data. When more people can find the facts in mountains of documents, emails, and texts, more legal and data-centric matters can be resolved equitably. Join us in our mission to help our customers organize data, discover the truth, and act on it. Relativity makes software to help users organize data, discover the truth and act on it. Its SaaS product, RelativityOne, manages large volumes of data and quickly identifies key issues during litigation and internal investigations. Relativity has more than 300,000 users in approximately 40 countries serving thousands of organizations globally primarily in legal, financial services and government sectors, including the U.S. Department of Justice and 198 of the Am Law 200. Relativity does not tolerate racism or discrimination of any kind. We do not accept unfair treatment of any person or group of people. We’re committed to advocating for change to make our world a more inclusive, just place.
Why Work With Us
We believe in our team members and we want to help you own your career as part of a community of values-driven people who help customers around the world solve complex data challenges. At Relativity, you’ll take on challenging work, but you’ll also partner with talented colleagues and pursue plenty of learning and development opportunities.
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