Service Technician L2

Withum is a place where talent thrives - where who you are matters. It's a place of endless opportunities for growth. A place where entrepreneurial energy plus inclusive teamwork equals exponential results. Withum empowers clients and our professional staff with innovative tools and solutions to address their accounting, tax and overall business management and operational needs. As a US nationally ranked Top 25 firm, we recruit only the best and brightest people with a genuine passion for the business.

Under the overall supervision of the Senior IT Services Manager, the Senior Service Technician of WithumSmith+Brown (WSB) requires advanced knowledge and experience in solving firm-wide Team Member technology issues and more advanced knowledge of hardware, software, networking and support as well as service processes or procedures.

Withum has become synonymous with teamwork and client service excellence. The cornerstone of our success can truly be accredited to the dedicated professionals who work here every day, easy to work with a sense of purpose and caring for their co-workers and whose mission is to help our clients grow and thrive. But our commitment goes beyond our clients as we continue to live the Withum Way, promoting personal and professional growth for all team members, clients, and surrounding communities.

How You'll Spend Your Time:

Any one Senior Technician role includes all the expected Experienced Technician responsibilities and also include all the duties listed below for this position. To perform this job successfully, an individual must be able to perform each essential duty of the position effectively, efficiently and repeatedly with minimal oversight.

• May assist in overseeing and coordinating service staff activities and services if needed
• Provides assistance and training to other Service Technicians in solving more advanced Team Member problems and inquiries
• Refers problems and inquiries to more experienced technical staff or leadership, if necessary, once all due diligence is performed
• Provides basic through advanced training to Team Members as needed
• Analyzes and verifies statistical information within the ITSM tool to ensure the accuracy of reports and data integrity
• Maintains ITSM KB of problems and accompanying resolutions and utilizes the Service staff to research and solve problems
• Acts as a subject matter expect on no less than 2 of our primary support product lines
• Seek and create opportunities of growth through automation, innovation and process improvement
• Assists IT leadership and other IT technical staff in developing departmental and Service guidelines and operating procedures
• Establishes priorities on Service tickets based on established departmental guidelines and procedures
• Creates and administers new Team Member accounts, passwords, and privileges/rights as assigned and directed by system administrators
• Acts as a liaison between all IT verticals
• Better than working knowledge of Video Conferencing and Audio-Visual hardware and applications

PERFORM EXPECTED SERVICE TECHNICIAN RESPONSIBILITIES:

• Responds to Team Member questions and inquiries via telephone, email, web and other communication methods in a timely manner
• Enters, assigns and tracks service requests in the ITSM system
• Refers service issues to IT leadership
• Provides technical support and works with team members to resolve Team Member hardware and software problems or questions including computer hardware and software and enterprise system software
• Provides professional, courteous, prompt and accurate support and solutions to Team Members
• Communicates, analyzes and troubleshoots Team Member problems and provides proper solutions or remedies
• Properly documents problem tickets into the ITSM System
• Assists other IT technical staff in providing Team Members feedback and support
• Updates Service database information
• Follows up and communicates ticket information to Team Members when appropriate
• Performs computer imaging and installation as needed
• Follows Service departmental guidelines and operating procedures
• Work closely with other IT staff to acquire additional technical and nontechnical knowledge
• Performs other related duties as required

Requirements:

• Minimum 4 years working experience in related support service field.
• Strong working knowledge of accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy and SurePrep (desired)
• Experience supporting end-users in a Microsoft environment.
• Strong working knowledge of but not limited to – Microsoft Products including Teams, Microsoft 365, OneDrive, SharePoint, and Outlook
• Associate degree in an IT related field or combination of education and technical training required
• Windows 10/11, CompTIA A+, or CompTIA Network+ or Microsoft Azure certification
• Experience troubleshooting computer and mobile device hardware.
• Foundational knowledge in video conferencing and audio-visual hardware
• Understanding of networking fundamentals
• Understanding of Basic ITIL Process, SLA, Priority & Severity Matrix
• Self-motivated and dedicated to continual personal and professional improvement.
• Strong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staff.
• Must be able to work extended hours when required.
• Ability to lift up to 50lbs.
• Experience working in a public accounting, or other professional services, firm a plus.
• Willingness to travel to remote offices as needed.

Website:

Withum will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran.