Overview:
BerryDunn is seeking a 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. This person 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.
The Technical Support Analyst role will fulfill submissions to the IT Service Desk through various support channels that include: phone, ticket submissions 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 office from 8:00am - 5:00pm EST to support our employees that work in various time zones.
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.
- Onboarding 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.
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.
- 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.
- Understanding of HIPAA regulations in how it relates to client security.
- Experience with Microsoft Azure and Active Directory with creating and modifying accounts, organizational units, security groups, and group policy.
- Experience with Microsoft Exchange with the ability to create, modify accounts and distribution groups.
- Experience with the Microsoft 365 product suite.
- Experience troubleshooting issues in Windows 10.
- Experience with mobile device management and support.
- Experience with SharePoint 2016 or higher with an understanding of SharePoint permissions.
- Experience with Citrix, PowerShell and Adobe Acrobat.
Compensation Details:
The base salary range targeted for this role is $23 - $28 an hour. This salary range represents BerryDunn’s good faith and reasonable estimate of the range of possible compensation at the time of posting. If an applicant possesses experience, education, or other qualifications in excess of the minimum requirements for this posting, that applicant is encouraged to apply and a final salary range may then be based on those additional qualifications; compensation decisions are dependent on the facts and circumstances of each case. The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to, years of experience, depth of experience, seniority, merit, education, training, amount of travel, and other relevant business considerations.
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 leading national professional services firm providing assurance, tax, and consulting services to businesses, nonprofits, and government agencies throughout the US and its territories. Since 1974, we have been a client-centered, people-first firm with a mission to empower the meaningful growth of our people, clients, and communities. Led by CEO Sarah Belliveau, the firm has been recognized for its efforts in creating a diverse and inclusive workplace culture, and for its focus on learning, development, and well-being. Learn more at berrydunn.com.
We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, or perform essential job functions. Please contact careers@berrydunn.com to request an accommodation.
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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