Technical Support Specialist
1 week ago
We are seeking a highly skilled and experienced Service Technician L2 to join our team. This is an exciting opportunity for individuals who thrive in a dynamic environment and are passionate about delivering exceptional technical support.
The successful candidate will be responsible for providing advanced knowledge of hardware, software, networking and support as well as service processes or procedures. They will work closely with our IT leadership team to ensure seamless delivery of services to our customers.
Key Responsibilities:- Assist in overseeing and coordinating service staff activities and services if needed
- Provide assistance and training to other Service Technicians in solving more advanced Team Member problems and inquiries
- Refer problems and inquiries to more experienced technical staff or leadership, if necessary, once all due diligence is performed
- Provide basic through advanced training to Team Members as needed
- Analyze and verify statistical information within the ITSM tool to ensure the accuracy of reports and data integrity
- Maintain ITSM KB of problems and accompanying resolutions and utilize the Service staff to research and solve problems
- Act as a subject matter expert on no less than 2 of our primary support product lines
- Seek and create opportunities of growth through automation, innovation and process improvement
- Assist IT leadership and other IT technical staff in developing departmental and Service guidelines and operating procedures
- Establish priorities on Service tickets based on established departmental guidelines and procedures
- Create and administer new Team Member accounts, passwords, and privileges/rights as assigned and directed by system administrators
- Act as a liaison between all IT verticals
- Better than working knowledge of Video Conferencing and Audio-Visual hardware and applications
- 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
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