IT Support Specialist II

Bonadio•Albany, NY

2d•$22 - $24•Onsite

About The Position

The IT Support Specialist II provides timely, accurate, and friendly deskside and telephone technical support to users in The Bonadio Group’s Albany, New York office and across the firm. The role works closely with the IT team in a fast-paced, client-service environment and requires ongoing learning of technical and professional skills. This is a full-time, hourly, on-site position. The position operates on an 8:00 a.m. EST start time. Regular office hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. During summer, hours are Monday through Thursday, 8:00 a.m. to 5:00 p.m., and Friday, 8:00 a.m. to 12:00 p.m. Additional hours are critical during tax seasons in fall (September through November) and winter (February through April). During these periods, Saturday shifts are worked from home on a staggered basis, from 8:00 a.m. to 12:00 p.m. The team also participates in an equitable rotating on-call schedule: weekdays from 5:00 p.m. to 10:00 p.m. and weekends from 8:00 a.m. to 10:00 p.m. The role may require travel to the company’s Rutland, Vermont, and New York, New York, offices as needed; mileage reimbursement is provided.

Requirements

Minimum of an Associate of Applied Science (AAS) degree in Information Technology or equivalent education or experience.
Ability to multitask and prioritize responsibilities in a fast-paced environment.
Strong interpersonal, communication, and customer service skills, with the ability to communicate clearly and effectively.
Ability to lift at least 50 pounds and perform duties requiring physical mobility.
Ability to maintain a consistent schedule with an 8:00 a.m. EST start time.
Ability to work additional hours during the fall and winter tax seasons, including staggered Saturday shifts from home.
Participation in the team’s rotating weekday and weekend on-call schedule.

Nice To Haves

Help Desk experience.
Industry-recognized certifications, such as ITIL or HDI.
Completion of an IT boot camp or comparable technical training or certifications.

Responsibilities

Respond to technical assistance requests submitted through ServiceNow, by phone or email, and through walk-up support.
Provide telephone and in-person support for hardware and software issues.
Use call-tracking software to track and manage work.
Install, configure, and set up computers, peripherals, and equipment for users.
Support iPhones, iPads, Android devices, and their associated operating systems.
Manage and track computer inventory in monday.com.
Maintain and support video conference meetings.
Install and troubleshoot computer hardware and software, including monitors, docking stations, scanners, Adobe Pro, Google Chrome, and Microsoft Edge.
Support Microsoft technologies, Microsoft 365, InTune, and Microsoft Windows 11.
Perform other duties as assigned.
Travel to the Rutland, Vermont, and New York, New York, offices as needed.