Service Desk Technician
Boston, MA

Job Description

WithumSmith+Brown, P.C., is a forward-thinking, technology-driven advisory and accounting firm, helping clients to Be in a Position of StrengthSM in today's modern business landscape. Withum empowers clients with innovative tools and solutions to address their accounting, tax and overall business management needs. Withum is a place where talent thrives. We recruit only the best and brightest people, with a genuine passion for the business.

Withum's brand is a reflection of our people, our culture and our strength. Withum has become synonymous with teamwork and client service excellence. The cornerstone of our success can truly be accredited to the dedicated professionals who work here every day, whose mission is to help our clients grow and thrive - to be in a position of strength. But our commitment goes beyond our clients as we continue to live the Withum Way, promoting personal and professional growth for all team members, clients, and surrounding communities.

Withum is currently seeking a Service Desk Technician out of our Boston office.

Under supervision of the Service Manager, the Service Desk Technician 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
* Timely acknowledgement of support requests
* Document, track, and resolve issues within published service level agreements
* Effectively communicate support efforts and resolutions
* Provide 1st and 2nd level hardware, software, and networking support for their local office
* 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

Position Requirements

* Experience supporting end-users in a Microsoft environment
* Associates degree in an IT related field or combination of education and technical training required
* Windows 10, CompTIA A+, or CompTIA Network+ certification preferred
* Experience troubleshooting computer and mobile device hardware
* Understanding of networking fundamentals
* 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

Withum will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or because he or she is a protected veteran.