A dynamic consulting firm, committed to a culture of excellence, offering accounting & finance, risk advisory, audit, tax, technology advisory, and other services, is seeking a Full-time Technical Support Analyst to service internal employees. This position will report to the Chief Information Officer. Our firm is headquartered in Owings Mills, Maryland and while this new hire may often work remotely, s/he will be required to commute to our corporate office and travel to client/prospect meetings, conferences, etc., as dictated by business need. Under the general direction of the Chief Information Officer (CIO), the Technical Support Analyst provides end-users (employees) with technical support for computer systems, networks, applications, software, and all related technology for our business, consistently ensuring the highest level of customer (employee) satisfaction through outstanding service delivery.

Responsibilities:

• Fostering positive rapport with employees rooted in trust and credibility.
• Serving as the first point of contact for IT support of software, hardware, user access control, security, network devices, printers, mobile devices, and telecommunications, by troubleshooting problems, teaching and/or instructing employees regarding functionality, communicating relevant policies, and more
• Installing, configuring, upgrading, testing, and maintaining computer hardware, computer software, and operating systems for the firm
• Managing employee account setup and administration for deployed solutions
• Creating, managing, and updating user as well as group accounts within local Active Directory, Microsoft Azure, and business critical software solutions
• Responding to trouble tickets within SLA timeframes and monitoring overall ticket volume
• Documenting information in the ticketing system to include details of the problem, steps taken toward resolution, and the ultimate outcome
• Determining the root cause of IT problems and identifying patterns, then implementing proactive solutions to prevent recurrence
• Gaining and maintaining an ongoing understanding of technology-related business requirements for every practice and team within Clearview
• Developing FAQs and a technical support knowledge base for employees to facilitate self-service
• Assisting with asset management by documenting and maintaining accurate inventory of all equipment, software, and licenses as well as identifying the need for upgrades, configurations, and/or new systems
• Providing exceptional service to employees remotely and in-person, always exemplifying values

Requirements:

• Minimum 1-2 years’ experience in IT support, help desk or very similar position
• Experience supporting:
  • Office & Microsoft 365 Technologies
  • Microsoft Teams/SharePoint/OneDrive
  • Basic network infrastructure
  • Wi-Fi
  • Windows 10/11
• Proficiency with the Microsoft 365 suite
• Experience setting up, configuring, and troubleshooting Windows desktop/laptop hardware and software
• Understanding of networking concepts including Active Directory, File Sharing, DNS, DHCP, and printing
• Understanding of network/folder/file level rights and permissions concepts
• Proficiency with remote communication solutions, including Microsoft Teams and Zoom
• A strong sense of urgency and empathy with the ability to put frustrated and/or anxious users at ease
• Experience effectively communicating information/ideas to non-technical individuals, verbally and in writing
• Experience being flexible, prioritizing tasks, and reallocating time based on current needs
• Strong problem-solving and analytical skills with experience successfully diagnosing, troubleshooting, and resolving hardware and software issues
• Resourcefulness and a quick-thinking nature
• Understanding of and appreciation for information security within systems and user devices
• Unwavering drive to provide excellent customer service and end-user experiences
• Ongoing efforts to stay current with technical innovation and trends in IT
• Willingness and ability to provide before and/or after-hours support for critical issues and scheduled maintenance

Preferred Qualifications:

• IT certification from Microsoft, CompTIA, Cisco, ITIL, and/or HDI
• Mac experience
• Knowledge of Microsoft cloud technologies including:
  • Azure Active Directory
  • BitLocker
  • Defender ATP
  • Intune
  • Autopilot
  • Admin Center
  • Endpoint Manager

Pay: DOE

Benefits:  Benefit package included.

Schedule:  Full-time; Hybrid

Zip code: 21117

Job ID: #64029TSA