Deloitte eDiscovery Help Desk Consultant in Austin, Texas
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
Assist federal agency with responding to Freedom of Information Act (FOIA) requests.
Respond to emails from employees and customers seeking help with FOIA software or computer-related issues.
Log and monitor the progress of support 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 FOIA development team in conceptualizing updates and upgrades that will enhance users' experience.
Walk customers through the steps to achieve a goal in our FOIA software on the phone.
Maintain a high level of courteous customer service at all times.
Create and add users to group and workspaces following detailed best practices guidelines.
Monitor user accounts.
Assist users with the review process and functionalities in FOIA/Relativity application.
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.
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 & Disclosure 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 & Disclosure 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.
Ability to obtain and maintain the required clearance for this role.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Bachelor's degree or required work experience.
3+ years in a technical role.
Excellent customer service skills.
Strong verbal communication and problem-solving skills.
Able to work in a fast-paced environment.
Demonstrate strong judgment, problem-solving, and decision-making abilities.
Active directory experience.
4+ years of Relativity experience.
4+ years' experience in IT-related position.
2+ years of eDiscovery or Litigation Support experience.
4+ years of SQL querying and scripting experience.
4+ years of help desk and customer service experience.
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.
Experience with litigation support and civil litigation.
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $58,500 to $97,500.
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.