Service Technician | L2

Role

Under supervision of the IT Services Manager, the Service Technician-Experienced provides first and second level hardware, software, and networking support. Supported by IT team members and management in other Withum offices, this individual is accountable for providing outstanding customer service and technical support to staff throughout the Firm and their local office.

Responsibilities
• Monitor the incident management system (ITSM)
• Timely acknowledgement of support requests
• Document, track, and resolve issues within published service level agreements
• Document and track hardware distribution via firm asset management software (ITAM)
• Effectively communicate support efforts and resolutions
• Provide 1st and 2nd level hardware, software, and networking support
• Deliver remote support to users throughout the Firm via phone, email, chat or our remote support platform
• Act as an onsite representative for technology initiatives
• Assist management in proactively meeting the technology needs of the office by keeping IT management abreast of issues and activities
• Work closely with members of the IT team to ensure successful completion of technology projects throughout the Firm
• Other responsibilities may be assigned as needed
• Completing all required CPE learning hours and yearly goals effectively and timely

Position Requirements
• Minimum 2 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
• Associates degree in an IT related field or combination of education and technical training required
• Windows 10, 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
• Flexibility to adapt quickly to change within the Firm and within the accounting industry
• 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

WithumSmith+Brown is an equal opportunity employer- EOE AA M/F/Vet/Disability. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability