IT Help Desk Specialist

SB & COMPANY LLC•Owings Mills, MD

3h•$45,000 - $60,000•Onsite

About The Position

SB & Company is a certified public accounting and consulting firm that partners with government, commercial, and nonprofit organizations to deliver high-quality audit and assurance services. Our professionals bring deep technical knowledge, dedication to quality, and a passion for public service. We are committed to client success and professional excellence, while offering flexibility and opportunities for career growth. This position requires excellence in internal customer service and an understanding of the value that this position creates in employee retention, external client service, practice efficiency, reduction of employee technology frustration, maintenance technology operating efficiency, and ensuring minimal disruption to our employees. Job Summary The IT Help Desk Specialist will provide technical assistance and support for all hardware, software, and computer/technology-related issues to internal staff. The ideal candidate is an internal customer-focused, organized, and proactive problem-solver with the ability to troubleshoot and resolve issues efficiently.

Requirements

Strong proficiency in Windows operating systems.
Working knowledge of Microsoft 365, including Outlook, Excel, Word, and Teams.
Familiarity with remote support tools (e.g., Quick Assist).
Experience with a help desk ticketing system.
Understanding of basic networking principles (WAN and LAN connectivity).
Exceptional communication and customer service skills, with the ability to explain technical concepts to non-technical users.
Excellent problem-solving and critical-thinking abilities.
Strong organizational skills and attention to detail.
A customer-focused and patient demeanor.
The ability to work effectively both independently and as part of a team.
Education: A degree or certificate in IT, Computer Science, or a related field is preferred.

Nice To Haves

Experience: Previous experience in an IT support or help desk role within an accounting or professional services environment is a plus.

Responsibilities

Serve as the first point of contact for staff seeking technical assistance through phone, email, and the ticketing system.
Troubleshoot and resolve technical issues related to computer hardware, accounting and tax software, network connectivity, printers, phones, and mobile devices.
Manage and create user accounts and permissions, including password resets and access management for Active Directory and Microsoft 365.
Perform system imaging and deployment for new employee setups and equipment upgrades.
Install, configure, and update software applications and hardware components.
Document all support interactions, resolutions, and troubleshooting steps in the help desk ticketing system.
Create and maintain documentation for internal knowledge bases and technical procedures.
Escalate complex or unresolved issues to senior IT staff, system administrators, or vendors when necessary.
Assist with network and security protocols, ensuring compliance with firm policies and industry standards.
Assist with technology training for staff on software and security best practices.
Participate in special projects and maintenance tasks as assigned by the IT Director.
Maintain a hardware and software inventory including tracking and updates.