Job Description

The Information Technology (IT) Helpdesk Specialist is responsible for providing hands on and remote helpdesk support, effective provisioning, installation, configuration, operation, and maintenance of end user hardware/software and related back-end infrastructure. This individual plays a critical role in ensuring that hardware systems, operating systems, and software systems are functioning properly, thus enabling employees to be productive and efficient. This individual needs to be hands-on, technical, a quick learner, and a good communicator. Superior and timely customer service are critical to the success of this role.

• Troubleshoot technical issues both in person and remotely (phone or remote access tools)

• Troubleshoot/setup wireless devices (Smart phones, Tablets, WAPs etc.)

• Troubleshoot network printers and copiers

• Work with 3rd party vendors to escalate and resolve more complex issues

• Setup and secure new user desktops and laptops. Rebuild/refresh computers as needed

• Maintain inventory of all equipment, software, and licenses

• Log and track support tickets, maintaining detailed documentation for each ticket

• Ensure assignments and support cases are completed to end user satisfaction, following up with users as appropriate

• Install software, software updates, and patches (OS, Firm specific software)

• Troubleshoot, optimize, and clean computers from viruses and malware

• Assign users and computers to proper groups in Active Directory

• Assist with employee office moves, on-boardings & terminations

• Setup and test user work areas and desks

• Research and recommend procedure and process modifications or improvements

• Assist with IT projects

• Develop employee “How-to” documents. Assist and sometimes lead IT training

• Assist company employees with technical questions and communicate technical information to non-technical people

Requirements:

• Minimum of 5 years’ experience providing IT helpdesk support

• Strong knowledge of MS Office and MS Windows 10

• Experience troubleshooting computers and peripherals (copiers, TVs, mobile devices, monitors, etc.)

• Experience working and supporting Office 365 and MS Teams

• Bachelor’s or associate degree in computer science, Information Systems or similar technical majors (Note: Will consider a non-degreed candidate if they are current on IT certifications or have relevant help desk experience)

• Strong client-facing interpersonal and communication skills. This will primarily be an end user support role, in a fast-paced environment.

• Inquisitive problem solver and independent

• Experience supporting Android and iOS operating systems/devices

• Must be willing to work extended hours and/or respond remotely when needed, to assist with projects and user needs

Preferred Skills:

• Experience staging and setting up end users and computers

• Email delivery and Spam troubleshooting

• Experience working with Active Directory, DNS, DHCP, Print Server, MS Terminal Services

First Coast Accounting is committed to providing a different perspective and an unmatched client experience that feels right, personal and natural. We respect and reflect the range of perspectives, knowledge and local understanding of our people and clients. We take the time to listen to deliver consistent audit and assurance, tax, advisory and consulting services worldwide.

We nurture a deep understanding of our clients’ industries, delivering greater insight, deeper specialization and tailored solutions through people who listen to understand, are responsive and consult with purpose to deliver value.

First Coast Accounting expressly reserves the right not to consider unsolicited referrals and/or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services, and recruiting agencies.

First Coast Accounting further reserves the right not to pay a fee to a recruiter or agency unless such recruiter or agency has a signed vendor agreement with First Coast Accountings. Any resume or CV submitted to any employee of First Coast Accounting without having a First Coast Accounting vendor agreement in place will be considered the property of First Coast Accounting.

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