Help Desk Specialist

HHM CPAs•Pensacola, FL

11d•$52,000 - $55,000•Onsite

About The Position

HHM CPAs is seeking a Help Desk Specialist to provide first-level technical support to employees across the firm. This position is responsible for resolving routine hardware, software, and application issues; assisting with onboarding and offboarding activities; and delivering responsive, professional customer service that supports daily business operations. This role is onsite in Pensacola, FL.

Requirements

Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience.
1-3 years of experience in a help desk or technical support role.
Strong customer service and communication skills.
Ability to prioritize tasks, follow procedures, and work independently when needed.
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Windows 10 and Windows 11
Active Directory and Microsoft Entra ID
Microsoft Intune fundamentals
Hardware and software troubleshooting
Printer and scanner support
Basic networking concepts (TCP/IP, DNS, DHCP, VPN)
Multi-factor authentication and account security
Remote support tools

Nice To Haves

Experience working in a professional services environment.
Experience supporting Azure Virtual Desktop
Experience with CCH Axcess, SafeSend, or other tax and accounting applications
Knowledge of PowerShell fundamentals
Experience with Mimecast email security
Experience with ticketing systems and IT documentation platforms
Familiarity with endpoint protection solutions such as SentinelOne
Industry-recognized IT certifications are a plus but are not required
Strong customer service mindset.
Professional demeanor and excellent communication skills.
High attention to detail and organization.
Ability to learn new technologies quickly.
Team-oriented with a willingness to assist others.
Ability to maintain confidentiality and handle sensitive information appropriately.
Ability to prioritize and manage multiple tasks effectively.
Ability to work independently with minimal supervision when appropriate.
Willingness to provide dependable support to employees during peak tax season.

Responsibilities

Provide first-level support for desktops, laptops, printers, and peripherals.
Respond to and resolve help desk tickets in a timely manner.
Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
Assist with user account administration in Active Directory and Microsoft Entra ID.
Support password resets, multi-factor authentication, and basic security requests.
Configure and deploy computers and mobile devices.
Assist with onboarding and offboarding processes.
Support printers, scanners, and document management systems.
Escalate complex issues to senior IT staff or third-party vendors when appropriate.
Maintain accurate documentation of incidents and resolutions.
Participate in an after-hours on-call support rotation during the firm's busy tax season, January through April 15, to provide technical assistance as needed and help ensure continuity of operations.