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Position: IT Support Analyst

Role IT Support Analyst

Location: San Antonio, TX

No of years of experience: 3+ Years

Pay Rate : DOE

Job Type : Full Time

Major Responsibilities

  • 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.

Requirements  

  • Required Practical Experience / Background / Skills
  • Strong customer service skills including verbal and written communications; customer-focused with ability to effectively communicate with management, co-workers, and customers.
  • Superior time management skills including sense of urgency and proactive approach.
  • Excellent analytical and problem solving skills.
  • Exceptional organizational skills.
  • Self-motivated, results-oriented and accountable.
  • Strict adherence to professional ethics.
  • Ability to work independently and in a team environment.
  • Ability to work on and successfully complete multiple projects at the same time.
  • At least three years of relevant technology experience in related technical environment preferred.
  • Strong computer aptitude and understanding of IT concepts, operating systems, business applications, printing systems, and network systems.
  • Strong PC and software product skills (Windows 7/10 operating systems, Microsoft Outlook/Office 2016)
  • Self-motivated to research resolutions to technical issues independently and with limited guidance
  • Drive to research and learn new technologies.

Required Professional Background / Skills

  • Bachelor’s degree in Computer Science or related degree required.
  • CompTIA A+ certification a plus          
  • 3+ years of experience in a Help Desk, System Admin, or Desktop Support role
  • Knowledge of Active Directory administration
  • Familiarity with Office 365


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