Technology Support Analyst

RubinBrown LLP•Denver, CO

About The Position

The Technology Support Analyst is a member of RubinBrown LLP’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-ups. The role involves multitasking across installation, troubleshooting, and resolution of hardware and software issues, Windows operating systems, support-request prioritization, and ticket documentation. The analyst collaborates with other Help Desk staff 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 role supports firm technology users at both remote and onsite locations, including hardware, software, office equipment, remote-access solutions, and basic network connectivity. It also includes workstation imaging, computer deployment and migration, technology asset inventory, process documentation, user training, and participation in research and implementation of new technologies. 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 based on workload, especially from February through April. Some travel to other locations is required. The job includes prolonged sitting, moving throughout the office, lifting, carrying, pushing, and pulling up to 50 pounds, and communicating with clients and team members.

Requirements

At least one year of experience in a Help Desk, System Administrator, or Desktop Support role.
Strong customer-service skills, including verbal and written communication, and 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-motivation, a results-oriented approach, and accountability.
Strict adherence to professional ethics.
Ability to work independently and in a team environment.
Ability to manage and successfully complete multiple projects at the same time.
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 research technical resolutions independently with limited guidance and motivation to learn new technologies.
Knowledge of Active Directory administration.
Familiarity with Office 365.
Availability for on-call coverage during evenings, weekends, and holidays as requested.
Ability to work extra, different, or staggered hours as workload and expectations require, especially from February through April.
Ability to travel to other locations as required.
Ability to sit for long periods, move throughout the office, lift, carry, push, and pull up to 50 pounds, and communicate with clients and team members.

Nice To Haves

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

Responsibilities

Understand the fundamentals of how an accounting firm operates so support levels meet expectations.
Develop expertise in the everyday use of internally developed and commercial software specific to the firm.
Provide high-quality technology service to firm users, respond promptly and courteously, prioritize requests by criticality, and identify timely, accurate solutions.
Provide Help Desk support at remote and onsite locations for 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, including 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.
Document support activities in the ticket-tracking database.
Manage inventory of technology assets.
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 the research, development, and implementation of new technologies.
Provide technology training to team members as needed.
Collaborate with Help Desk colleagues to work and close tickets within acceptable timelines, escalating advanced support issues when needed.
Travel to other firm locations as needed to provide support.