Helpdesk Support Technician
The Helpdesk Support Technician will be responsible for managing and supporting various IT functions including hardware, software, and network, to maintain optimal performance and reliability. This role requires a self-motivated individual with a high degree of collaboration and innovation. With enthusiasm and a positive attitude, the Helpdesk Support Technician will provide a proactive approach to troubleshooting and problem-solving within the firm.
The Helpdesk Support Technician will provide quality service in every client interaction, including both internal and external clients, and project a professional company image through in-person, phone and email interaction.
Education and Experience
- A diploma or degree in an Information Technology Program, or equivalent experience
- Minimum one (1) year previous experience in a helpdesk or IT Customer support role is preferred
- Knowledge of Microsoft Windows Desktop operating systems and Microsoft productivity software
- Knowledge of current communications devices and protocols, server, and desktop technologies
- Knowledge of federal copyright laws as they pertain to the use of computer software
- Knowledge of computer and/or network security systems, applications, procedures, and techniques
- Knowledge of accounting applications and/or IT certifications are beneficial
Core Values
- Success with Integrity – We will be honest and forthright in our quest to achieve happiness, balance, and wealth.
- Service with Innovation – We will use new ideas, technology, and methods to deliver flexible service.
Key Competencies
- Strong problem solving/troubleshooting skills
- Ability to manage multiple projects, activities, and tasks simultaneously
- Facilitation and change management skills
- Excellent organizational and interpersonal skills
- Highly developed verbal and written communication
- Proven ability to pivot to accommodate daily demands
- Ability to communicate technical information to non-technical personnel
- Ability to work independently and in a team with a proactive attitude
Primary Duties and Responsibilities
This position description does not deal with every situation that may arise during employment. It is intended to reflect the core responsibilities and tasks of employment with the Firm. The Helpdesk Support Technician may be assigned additional duties from time to time.
Detailed duties will include but are not limited to:
- Respond to service requests and incident reports through our ticketing system, including email, in-person, phone, or internal messaging software, and track to resolution
- Maintain database of frequently asked questions and documentation of tasks
- Experience with troubleshooting and resolving hardware and software issues, in office and remotely
- Maintain and manage inventory of assigned hardware, the operational status, and assignee
- Provide technical support for various industry and standard applications, practice-specific and BBLLP proprietary applications (Caseware Working Papers, Quickbooks, Sage 50, CCH Practice Management, and the CCH family of Taxprep products, Adobe, Teams, etc.)
- Understanding of networking configuration – routers, firewalls, spam and anti-virus software, integration of smartphones and internal software
- Configure, deploy, and provide support for Remote Desktop Services software
- Provide support and configuration of Smartboard systems, software deployed, Clickshare and projectors
- Support BBLLP client support tools through firm website
- Assist the other IT team members with various tasks as needed
- Work with vendor support contacts to resolve technical problems
- Provide new hire computer and application training including setup of new workstations
- Follow and enforce processes, procedures and system controls
- Continuously expand and update professional knowledge and skills in information technology to enhance individual and team innovation and productivity
Additional Responsibilities
- Perform other duties, from time to time, as requested by individual partners or supervisors
- Positively represent the firm in the community in actions and participation in events, committees, organizations etc. that are of interest to you
Your ability to carry out these duties and others that may be assigned from time to time will be considered as part of your annual performance assessment.