Job description
Overview:
BerryDunn Benefits & Culture:
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
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BerryDunn is seeking a qualified
Technical Support Analyst to join the team. The Technical Support Analyst works under the direction of the Service Desk Manager to support and maintain the operation of the firm’s technology equipment, services, systems, and software. You will work closely with the Technology team and Service Desk Manager to support policies, procedures and services to ensure a stable and secure computing environment is maintained for BerryDunn employees. You will fulfill submissions to the IT Service Desk through various support channels that include: phone, email and in-person to assist BerryDunn employee requests. A commitment to providing superior customer service is essential, and the successful candidate will follow the process of incident management, from detection and recording to closure. The candidate will work as part of a dynamic team to support BerryDunn applications, systems, and hardware. As part of the IT Service Team, critical thinking skills, communication, knowledge sharing and the ability to work in a group environment as well as independently is critical in this role. The
Technical Support Analyst is expected to be available and accessible in the Manchester, NH office from 8:00 a.m. to 5:00 p.m. to support our employees that work in various time zones.
Responsibilities:
You Will:
- Manage the service desk submission queue by receiving, prioritizing, documenting, and actively resolving employee requests for service and support.
- Identify trends, review, prioritize, and escalate problems to a Level II Analyst when needed.
- Onboard employees from account creation to building, testing and deploying equipment.
- Troubleshoot and repair computers, technical equipment, and software applications and services.
- Assist employees with questions and technology service requests.
- Process security change requests and follow change request standards.
- Work with IT project teams for the implementation of new products and services.
- Restore files and data for employees.
- Contribute to our internal Knowledge Base so our employees receive the most up to date information regarding products and services.
- Participate in weekly team meetings.
- Other duties and assignments based on your technical experience and capabilities.
You Have:
- Bachelor's degree or minimum 1 year experience working in an IT technical support role or a degree in an information technology or computing major.
- Experience troubleshooting issues in Windows 10 and Office 2016.
- A demonstrated desire and ability to effectively solve problems, manage multiple priorities, and respond to end-user issues or requests in a timely and professional manner.
- Customer service experience demonstrating interpersonal skills, teamwork, ethics, responsibility, and excellent written and verbal communication skills.
- Ethical, self-starter, detail oriented, and excellent communication skills.
- Understanding of GLBA and HIPAA regulations.
- Microsoft Office 365 product suite, Microsoft Exchange, Microsoft SharePoint 2010 or higher, and Microsoft Active Directory experience with creating, and modifying accounts, organizational units, and security groups.
- Experience with mobile device management and support.
- Experience with Citrix, PowerShell and Adobe Acrobat.
BerryDunn Benefits & Culture:
Our people are what make BerryDunn special, and in return we strive to support our employees and help them thrive. Eligible employees have access to benefits that go beyond what’s expected to support their physical, mental, career, social, and financial well-being. Visit our website for a complete list of benefits and a look into our culture: Experience BerryDunn.
About BerryDunn
BerryDunn is a nationally recognized firm providing assurance, tax, and consulting services. Evolving over the years to stay on the forefront of the many industries it serves, the firm’s mission has remained constant: To help each client create, grow, and protect value―while delivering exceptional service based on integrity, expertise, and a constant commitment to client success. BerryDunn serves clients from its nine offices and with 800 employees across the US and territories. Learn more at Berrydunn.com.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
#BD_OPS
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