Technical Support Specialist Tier I

About the Role

The Technical Support Specialist Tier I will provide Tier 1 helpdesk support, including exceptional customer service, advanced troubleshooting, problem determination, and problem resolution to all network users. This role troubleshoots issues to resolution with end-user computing devices, firm-specific software, and productivity applications. Technical Support Specialists manage their workload through the IT Service Management software application, including ownership of incidents, service requests, problems, and change requests. The position reports directly to the Technical Operations Manager and works alongside the Technical Support Supervisor Tier II. A hybrid work model is embraced, allowing flexibility between working from home and in the office.

Key Responsibilities

• Provide Service Desk support, including taking and logging calls, working directly with end users to resolve problems in a friendly manner while tracking and documenting all work in an IT Service Management software application.
• Load, configure, and maintain Microsoft Windows operating system, Office 365 applications, and firm-specific software applications in a network environment.
• Troubleshoot and maintain laptop computers (general familiarity with hardware components), virtual machines, and deployment of various hardware equipment to employees.
• Troubleshoot various computer problems, including printing, software errors, and hardware errors.
• Maintain communications with end users during the problem resolution process.
• Plan and participate in a wide variety of special projects.
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for handling support cases.

Requirements & Tech Stack

• Associate degree and service desk experience supporting Microsoft Windows 10 & 11 desktop operating systems.
• Strong customer service skills (communication, friendliness, patience, and follow-through).
• Ability to work in a team environment (strong verbal and written communication with team members, reporting regularly to management).
• Proficiency with Microsoft Office products (Word, Excel, Outlook, PowerPoint, Teams, etc.), Microsoft 365 Copilot, and other AI tools.

Preferred Qualifications

• Experience with CPA industry-specific software such as CCH Prosystem fx and Thomson Reuters suite.
• Experience creating documentation of technical issues and solutions, as well as writing technical knowledgebase articles.
• Experience conducting end user training.
• ITIL fundamentals and service desk-oriented background.
• Technical certifications such as CompTIA A+, Office 365, and Azure fundamentals.