IT Support Specialist II

The Bonadio Group•Albany, NY

22h•Onsite

About The Position

The IT Support Specialist II provides timely, accurate, and friendly deskside and telephone technical support to users in the 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 continual learning and a focus on user satisfaction. This is a full-time, on-site, hourly position. The salary range is $22.00 to $24.00 per hour. The position's regular office hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time. 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 the fall tax season (September through November) and winter tax season (February through April). During these busy seasons, Saturday work is performed from home on a staggered schedule from 8:00 a.m. to 12:00 p.m. The team also participates in an equitable rotating on-call schedule, Monday through Friday from 5:00 p.m. to 10:00 p.m. and on weekends from 8:00 a.m. to 10:00 p.m. Travel to the firm's Rutland, Vermont, and New York, New York, offices may be needed; mileage reimbursement is provided. The Bonadio Group describes its workplace as inclusive and committed to equal treatment and opportunity. It highlights mentoring and training programs, varied work, and opportunities to grow professionally.

Requirements

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, including 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. Eastern Time start.
Ability to work additional hours during the fall and winter tax seasons, including Saturday shifts, and to participate in the rotating 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

Provide technical assistance for incoming ITS requests through the ServiceNow ticketing system, phone, email, and walk-up support.
Troubleshoot hardware and software issues by phone and in person.
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 software and computer hardware, including monitors, docking stations, scanners, Adobe Pro, and browsers such as Google Chrome and Microsoft Edge.
Support Microsoft technologies, Microsoft 365, Intune, and Microsoft Windows 11.
Travel to the Rutland, Vermont, and New York, New York, offices as needed.
Work additional hours during busy tax seasons, including staggered Saturday shifts from home, and participate in the rotating on-call schedule.
Perform other duties as assigned.