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IT Support Specialist
3 weeks ago
We are seeking a highly skilled IT support specialist to join our team. As a key member of the IT department, you will be responsible for providing technical support and troubleshooting services to team members.
The ideal candidate will have advanced knowledge and experience in solving firm-wide technology issues, as well as expertise in hardware, software, networking, and support.
You will work closely with senior IT staff to acquire additional technical and nontechnical knowledge, and will be responsible for:
- Providing assistance and training to other IT specialists in solving more advanced team problems and inquiries
- Referring problems and inquiries to more experienced technical staff or leadership, if necessary, once all due diligence is performed
- Analyzing and verifying statistical information within the IT service management tool to ensure accuracy of reports and data integrity
- Maintaining IT service management knowledge base of problems and accompanying resolutions and utilizing the IT staff to research and solve problems
- Acting as a subject matter expert on no less than 2 primary support product lines
The successful candidate will possess strong working knowledge of accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy, and SurePrep, as well as experience supporting end-users in a Microsoft environment.
Additionally, you will have a strong understanding of networking fundamentals, Basic ITIL Process, SLA, Priority & Severity Matrix, and video conferencing and audio-visual hardware.
To succeed in this role, you should be a self-motivated and dedicated individual who is committed to continual personal and professional improvement.
Key Responsibilities
- Provide technical support and troubleshooting services to team members
- Solve complex technical issues related to hardware, software, networking, and support
- Collaborate with senior IT staff to develop and implement technical solutions
- Maintain accurate records of technical incidents and resolutions
Requirements
- Advanced knowledge and experience in solving complex technical issues
- Strong working knowledge of accounting applications and Microsoft environment
- Understanding of networking fundamentals, ITIL Process, SLA, Priority & Severity Matrix, and video conferencing and audio-visual hardware
- Ability to analyze and verify statistical information within the IT service management tool
