Seeking a Service Technician under the supervision of a Senior IT Services Manager, providing first and second-level support for hardware, software, and networking issues within a professional services environment. The position requires technical expertise in Microsoft environments and involves assisting users both onsite and remotely through various communication platforms.
Key Responsibilities
- Monitor Incident Management System: Ensure timely acknowledgment and documentation of support requests, resolving issues according to service-level agreements (SLAs).
- Provide Technical Support: Offer 1st and 2nd level support for hardware, software, and occasionally networking issues. This includes remote support via phone, email, chat, or remote desktop tools.
- Communication: Document, track, and effectively communicate resolutions and ongoing technical efforts.
- Project Support: Act as an onsite representative for technology initiatives and collaborate closely with the IT team for project completion across the Firm.
- Proactive IT Support: Assist management in anticipating and addressing the technology needs of the office. Regularly inform IT management of any issues and activities.
- Maintenance: Ensure IT areas are well-stocked, maintained, and visually presentable.
- Learning and Development: Complete required CPE learning hours and meet yearly goals efficiently.
- Additional Responsibilities: Be flexible in adapting to additional tasks as required by management.
Position Requirements
- Technical Expertise: Experience supporting end-users in a Microsoft environment, including troubleshooting Windows 10/11 and mobile devices.
- Certifications: Preferred certifications include Windows 10/11, CompTIA A+, or CompTIA Network+. Understanding networking fundamentals is essential.
- Education: An associate’s degree in an IT-related field or a combination of education and technical training is required.
- Communication Skills: Strong verbal and written communication skills, especially in translating technical subjects to non-technical staff.
- Professional Experience: Experience in public accounting or other professional services is a plus.
- Adaptability: Flexibility to adjust to changes within the Firm and industry.
- Physical Requirements: Ability to lift up to 50 lbs.
- Travel: Willingness to travel to remote offices as needed.
