IT Support Technician

Unclassified - Philadelphia, PA

Full-time - Entry Level

Philadelphia, PA

10,001+ employees

About the position

Baker Tilly is seeking a dedicated individual to join our team as a Service Desk Support professional. In this role, you will work under the direct supervision of senior team members to provide exceptional service desk support and resolve issues to the satisfaction of our practitioners. Your primary responsibilities will include monitoring and responding promptly to requests received through the IT helpdesk, troubleshooting hardware and software problems, and escalating requests to the appropriate parties when necessary. You will also be responsible for replacing or repairing defective parts and equipment, providing desktop and laptop support, and assisting with the onboarding and offboarding of users. As part of your duties, you will ensure that workstations are equipped with the necessary hardware, including computers, monitors, keyboards, mice, desk phones, and any additional specialized equipment. You will install, test, and configure new workstations, peripheral equipment, and software, and conduct technology training for new users. It is essential to follow documented processes to protect Baker Tilly's data and assets while maintaining an inventory of all equipment, software, and software licenses. You will also assist the Technology team and participate in special projects as requested. To succeed in this role, you will need to maintain and expand your knowledge base in your area of expertise, comply with continuing education requirements, and demonstrate a commitment to increasing efficiencies, technical ability, and interpersonal skills. This position requires a sense of urgency and a commitment to the timely completion of projects, along with strong analytical and organizational skills. Overall, this role is crucial in ensuring that our technology systems run smoothly and that our practitioners receive the support they need to perform their duties effectively.

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 for tracking requests and resolutions.
• Assist with onboarding and offboarding of users, ensuring all necessary equipment is provided.
• Install, test, and configure new workstations, peripheral equipment, and software.
• Conduct technology training for new users to enhance their understanding of systems.
• Ensure all documented processes are followed to protect Baker Tilly's data and assets.
• 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.
• Attend courses to develop and keep skills and knowledge current.
• Comply with continuing education requirements and increase efficiencies, technical ability, and interpersonal skills.

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.

Nice-to-haves

• Experience with accounting or audit software is a plus.