IT Service Analyst II

WithumSmith+Brown•Rochester, NY

13d•$60,000 - $70,000

About The Position

Withum is a place where talent thrives - where who you are matters. It’s a place of endless opportunities for growth. A place where entrepreneurial energy plus inclusive teamwork equals exponential results. Explore different industries. Learn new skills. Connect with our diverse teams of professionals to gain insight into the career you envision. Your Career Starts with You. Experience the Transformative Power of Withum Plus You - that’s the Power in the Plus! We are currently seeking a Service Technician to support our IT operations for two of our offices. They are located in Rochester and Batavia, NY . Under the overall supervision of the Senior IT Services Manager, the Service Analyst II provides second and third level hardware, software, and foundational networking support. Supported by IT team members and management in other Withum offices, this individual is accountable for providing outstanding customer service, technical support to staff throughout the Firm and servicing in a mentoring role for all IT Team Members at the Generalist level. 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.

Requirements

Minimum 3 years working experience in related support service field
Strong working knowledge of accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy and SurePrep (desired)
Experience supporting end-users in a Microsoft environment
Strong working knowledge of but not limited to – Microsoft Products including Teams, Microsoft 365, OneDrive, SharePoint and Outlook
Associates degree in an IT related field or combination of education and technical training required
Windows 10/11, CompTIA A+, or CompTIA Network+ or Microsoft Azure certification
Experience troubleshooting computer and mobile device hardware
Foundational knowledge in video conferencing and audio-visual hardware
Understanding of networking fundamentals
Understanding of Basic ITIL Process, SLA, Priority & Severity Matrix
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

Nice To Haves

Experience working in a public accounting, or other professional services, firm a plus
Willingness to travel to remote offices as needed

Responsibilities

Daily monitoring of the incident management system (ITSM) to ensure tickets are distributed and addressed in a timely manner
Timely acknowledging support requests
Documenting, tracking, and resolving issues within published service level agreements
Documenting and tracking hardware distribution via firm asset management software (ITAM)
Effectively communicating support efforts and resolutions
Providing 2 nd and 3 rd level hardware, software, and fundamental networking support
Delivering remote support to users throughout the Firm via phone, email, chat or our remote support platform
Acting as an onsite representative for technology initiatives
Assisting management in proactively meeting the technology needs of the office by keeping IT management abreast of issues and activities
Working closely with members of the IT team to ensure successful completion of technology projects throughout the Firm
Seeking and creating opportunities of growth through automation, innovation and process improvement
Other responsibilities may be assigned as needed
Completing all required CPE learning hours and yearly goals effectively and timely