Technology Support Analyst

RubinBrown Career•Denver, CO

About The Position

The Technology Support Analyst is a member of RubinBrown’s Technology Services Help Desk team, providing courteous, expert technical support to team members across all firm locations. Support is delivered through the ticketing system, remote access, desk-side assistance, phone, email, self-service, and walk-up requests. The analyst handles multiple duties, including installing, troubleshooting, and resolving hardware, software, and Windows operating system issues; prioritizing requests; and documenting tickets. The role collaborates with other Help Desk team members to ensure tickets are addressed and closed within acceptable timelines, and escalates advanced issues to Level 2 or Level 3 support staff or a manager as needed. The position supports firm hardware, software, and office equipment, including video conferencing equipment, projectors, phone systems, printers, scanners, and multifunction devices. It also supports remote access solutions, performs basic network troubleshooting, maintains Microsoft Office and Lotus Notes applications, manages technology inventory, images and deploys workstations, updates process documentation, researches and implements new technologies, and provides training as needed. Typical office hours are 8:00 a.m. to 5:00 p.m. The analyst must be available for on-call coverage during evenings, weekends, and holidays as requested, and may work extra, different, or staggered hours depending on workload, particularly from February through April. Some travel to other locations is required. The role involves prolonged sitting, moving throughout the office, and lifting, carrying, pushing, or pulling up to 50 pounds.

Requirements

At least 1 year of experience in a Help Desk, System Admin, or Desktop Support role.
Strong customer service skills and verbal and written communication skills, including the ability to communicate effectively with management, coworkers, and customers.
Strong time management skills, a sense of urgency, and a proactive approach.
Excellent analytical and problem-solving skills.
Exceptional organizational skills; self-motivated, results-oriented, and accountable.
Ability to work independently and as part of a team, and to complete multiple projects simultaneously.
Strong computer aptitude and understanding of IT concepts, operating systems, business applications, printing systems, and network systems.
Strong PC and software product skills, especially Microsoft Windows and Microsoft Office.
Ability to independently research technical issue resolutions with limited guidance, and motivation to research and learn new technologies.
Knowledge of Active Directory administration.
Familiarity with Office 365.
Professional ethics and conduct.
Availability for on-call coverage during evenings, weekends, and holidays as requested; ability to work extra, different, or staggered hours according to workload.
Ability to travel to other locations as needed.
Ability to sit for long periods, move throughout the office, and lift, carry, push, and pull up to 50 pounds.

Nice To Haves

At least three years of relevant technology experience in a related technical environment (preferred).
Bachelor’s degree in Computer Science or a related field (preferred).
CompTIA A+ certification (a plus).

Responsibilities

Provide technical support to team members at all firm locations through ticketing, remote access, desk-side support, phone, email, self-service, and walk-ups.
Prioritize support requests, identify timely and accurate solutions, and document support activities in the ticket tracking database.
Collaborate with Help Desk colleagues to work and close tickets within acceptable timelines; escalate advanced issues to Level 2 or Level 3 support or a manager as needed.
Support hardware, software, and ancillary office equipment, including video conferencing equipment, projectors, phone systems, printers, scanners, and multifunction devices.
Support remote access solutions such as VPN and Terminal Services.
Perform basic network troubleshooting involving WAN and LAN connectivity, routers, firewalls, and security.
Install, upgrade, configure, troubleshoot, maintain, and modify computer system software.
Provide day-to-day maintenance and support for Microsoft Office, including Outlook email, and Lotus Notes Domino databases and applications.
Manage technology asset inventory.
Image workstations and assist with installation of PC hardware and software applications in accordance with firm standards.
Deploy and migrate computers.
Create and update process documentation.
Participate in research, development, and implementation of new technologies.
Provide technology training to team members as needed.
Develop an understanding of accounting firm operations and expertise in internally developed and commercial software used by the firm.
Provide courteous, high-quality service and respond promptly to technology users.