IT Support Technician

Baker Tilly - Philadelphia, PA

Full-time - Entry Level

Philadelphia, PA

10,001+ employees

About the position

Baker Tilly is seeking an IT Support Technician to join our team, providing essential service desk support under the direct supervision of senior team members. This role is crucial in ensuring that our practitioners receive timely and effective assistance with their IT needs. The IT Support Technician will be responsible for monitoring and responding to requests received through the IT helpdesk, troubleshooting hardware and software issues, and escalating requests as necessary. The technician will also be involved in the setup, imaging, and deployment of new hardware, as well as providing minor telecom system support for mobile devices and voicemail. In addition to technical support, the IT Support Technician will assist with the onboarding and offboarding of users, ensuring that workstations are equipped with the necessary hardware and software. This includes installing, testing, and configuring new workstations and peripheral equipment. The technician will conduct technology training for new users and maintain an inventory of all equipment, software, and licenses. It is essential that all documented processes are followed to protect Baker Tilly's data and assets. The role also involves providing support to the Technology team, conducting briefings and demonstrations to enhance system productivity, and assisting in the development of training materials. The IT Support Technician will be expected to maintain and expand their knowledge base in the area of expertise, comply with continuing education requirements, and increase efficiencies and technical abilities. The position may also involve special projects as requested and requires the technician to be near the office to handle onsite support as needed.

Responsibilities

• Provide service desk support and resolve problems to practitioner's satisfaction under direct supervision from senior team members.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Troubleshoot and resolve all problems encountered with hardware and software, escalating requests as needed.
• Replace or repair defective parts and equipment.
• Provide desktop/laptop support including new hardware setup, imaging, and deployment.
• Provide minor telecom system support including mobile devices, voicemail, and user programming.
• Utilize and maintain ticket systems.
• Assist with onboarding and offboarding of users.
• Ensure workstations are equipped with necessary hardware and software, installing, testing, and configuring new equipment.
• Conduct technology training for new users.
• Ensure all documented processes are followed to protect Baker Tilly's data and assets.
• Provide support to the Technology team.
• Maintain inventory of all equipment, software, and software licenses.
• Conduct briefings and demonstrations for users to enhance system productivity.
• Assist in the development of training coursework and materials.
• Maintain and expand knowledge base in area of expertise.
• Complete initial start-up plan to develop a solid understanding of the organization's core technologies.
• Attend courses to develop and keep skills and knowledge current.
• Comply with continuing education requirements.
• Increase efficiencies, technical ability, and interpersonal skills.
• Perform other duties and special projects as requested.

Requirements

• Associate's degree in a field such as Computer Technology or related field.
• Certifications such as MCP, A+, and HDI Support Center Specialist preferred.
• Minimum of one (1) year prior experience providing workstation support.
• Ability to work independently or as part of a team effectively.
• Strong attention to detail and ability to maintain confidentiality.
• Exceptional client service skills are required.
• Sound written and verbal communication skills necessary to interface with all levels of Firm management, practitioners, clients, and other external business contacts.
• Strong analytical and organizational skills are necessary.
• A sense of urgency and a commitment to timely completion of projects.
• Experience with accounting or audit software is a plus.

Nice-to-haves

• Experience with accounting or audit software is a plus.