Understand the fundamentals of how an accounting firm operates to ensure support levels match expectations.
Develop expertise in the everyday use of internally developed and commercial software specific to the firm.
Provide superior quality and service to all firm technology users. Respond promptly and courteously. Prioritize requests according to criticality. Identify timely and accurate solutions to technical issues.
Provide expert help desk support (both remote and on-site) for all hardware, software, and ancillary office equipment including video conferencing equipment, projectors, phone systems, printers, scanners, and multi-function devices.
Remote access solution implementation and support: VPN, Terminal Services.
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Install, upgrade, configure, troubleshoot, maintain and modify computer and network system software.
Provide day-to-day maintenance and support for Microsoft Office 2016, including Outlook e-mail, as well as Lotus Notes Domino databases/applications.
Document all support activities in ticket tracking database.
Inventory management of technology assets.
Image workstations and assist in installation of PC hardware and software applications in accordance with firm standards.
Deployment and migration of computers.
Create and update process documentation.
Participate in the research, development, and implementation of new technologies.
Provide technology training to team members as needed.