IT Support Analyst bei Anders

The IT Department of one of the fastest-growing accounting firms in the country is seeking an IT Support Analyst who is motivated to learn, excited to collaborate and passionate about delivering outstanding results. This individual will have a direct impact on our firm’s mission of serving as a catalyst for those striving to achieve their highest potential. 

In this role, you will serve as a member of the Help Desk team, providing courteous and expert technical support to all accounting team members via ticketing system, remote access, desk-side support, phone calls, emails, self-service, and walk-ups. You will manage several duties, such as installing, troubleshooting, and resolving technology issues on various hardware and software, prioritizing support requests, and documenting tickets while working collaboratively with other members of the Help Desk team to ensure tickets are being worked on and closed within acceptable timelines.

What You’ll Do:  

• Understand the fundamentals of how an accounting firm operates to ensure support levels match expectations.
• Develop expertise in the everyday use of internally developed and commercial software specific to the firm.
• Provide superior quality and service to all firm technology users.
• Respond promptly and courteously.
• Prioritize requests according to criticality.
• Identify and provide timely and accurate solutions to technical issues.
• Provide expert help desk support (both remote and on-site) for all hardware, software, and ancillary office equipment including video conferencing equipment, projectors, phone systems, printers, scanners, and multi-function devices.
• Provide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security. Install, upgrade, configure, troubleshoot, maintain and modify computer and network system software.
• Document all support activities in ticket tracking database.
• Inventory management of technology assets.
• Image workstations and assist in installation of PC hardware and software applications in accordance with firm standards.
• Deployment and migration of computers.
• Create and update process documentation.
• Participate in the research, development, and implementation of new technologies. Provide technology training to team members as needed.
• Perform other duties as assigned.

What We’re Looking For:   

• Strong customer service skills including verbal and written communications; customer-focused with ability to effectively communicate with management, co-workers, and customers.
• Superior time management skills including sense of urgency and proactive approach.
• Excellent analytical and problem-solving skills.
• Exceptional organizational skills.
• Self-motivated, results-oriented and accountable.
• Strict adherence to professional ethics.
• Ability to work independently and in a team environment.
• Ability to work on and successfully complete multiple projects at the same time.
• Self-motivated to research resolutions to technical issues independently and with limited guidance.
• Drive to research and learn new technologies.
• Strong computer aptitude and understanding of IT concepts, operating systems, business applications, printing systems, and network systems.
• Strong PC and software product skills (Windows 11 operating systems, Microsoft Outlook/Office 365).
• Knowledge of Active Directory administration.

Your Qualifications:  

• Bachelor's degree in Computer Science or related degree, a plus.
• 1-3 years of experience in a Help Desk, System Admin, or Desktop Support role.
• CompTIA A+ certification a plus.