Technical Support Analyst-HYBRID POSITION

A dynamic CPA and consulting firm, committed to a culture of excellence, offering accounting & finance, audit, income tax, MSP, risk advisory, SALT, cybersecurity, HR and other services, is seeking a Full-time, in-house (not external client-facing) Technical Support Analyst to service internal employees. Our firm is headquartered in Owings Mills, Maryland, and the Analyst is required to primarily be on-site with some flexibility to work remotely as business needs allow.

Responsibilities:

Under the general director 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. Although the Analyst plans in advance for upgrades, updates, maintenance tasks, and projects, s/he suddenly and seamlessly pivots focus to address unexpected, time-sensitives issues as they arise. Specific responsibilities include, but are not limited to:

  • 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 every ticket in the queue 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
  • Conducting IT orientation for all new hires, updating the presentation regularly to ensure highly favorable first day impressions
  • Providing basic user training for business-critical systems and applications
  • Gaining and maintaining an ongoing understanding of technology-related business requirements for every practice and team within Clearview
  • Proactively monitoring IT systems to identify and minimize potential issues before they happen
  • Providing feedback and making recommendations to the CIO for improvement on processes, procedures, and technology
  • Maintaining technical documentation and a service catalog on installation of software, configuration of hardware, and problem resolutions
  • Managing assigned IT projects such as researching and deploying new tools/solutions, developing standard operating procedures (SOPs), creating user guides/trainings, etc.
  • Developing FAQs and a technical support knowledge base for employees to facilitate self-service
  • Upholding and improving upon information technical infrastructure library (ITIL) standards
  • Assisting with asset management by documenting and maintaining accurate inventory of all equipment, software, and licenses, and identifying need for upgrades, configurations, and new systems
  • Interacting with external vendors, serving as a positive brand ambassador for our firm
  • Providing before and/or after hours support for critical time-sensitive employee IT issues
  • Escalating technology issues to the Chief Information Officer as appropriate
  • Staying abreast of new technology, emerging risk areas and related control techniques
  • Providing exceptional service to employees remotely and in-person, always exemplifying the firm’s values

Requirements:

  • Minimum 3 years’ experience in an IT support, help desk or very similar position
  • Experience supporting: Office & Microsoft 365 Technologies, Microsoft, Teams/SharePoint/OneDrive, Basic network infrastructure, Wi-Fi, Active Directory
  • Windows 10
  • Proficiency with the Microsoft 365
  • Experience with Microsoft cloud technologies including: Azure Active Directory, Local Windows Active Directory, BitLocker, Defender ATP, Intune, Autopilot, Admin Center, Endpoint Manager, 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
  • Experience with network/folder/file level rights and permissions concepts
  • Proficiency with remote communication solutions, including Microsoft Teams and Zoom
  • Experience utilizing and maintaining Service Desk ticketing software
  • Experience documenting processes, procedures, and issues/resolutions
  • Understanding of first call resolution, escalations, service level agreements
  • A strong sense of urgency and empathy with ability to put frustrated and 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 Requirements:

  • Associate’s and/or Bachelor’s degree in Computer Science, Information Technology, Information Systems, or another relevant discipline
  • IT certification from Microsoft, CompTIA, Cisco, ITIL, and/or HDI
  • Experience working in a public accounting and/or consulting firm
  • Experience supporting CCH/Axcess/ProSystems Applications
  • Mac experience

Pay: DOE

Benefits:  Benefit package included.

Schedule:  Full-time; Hybrid position

Zip code: 21117

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