Job Description

The IT Support Coordinator will be responsible for providing support for end-user hardware (desktops, laptops, printers, mobile devices/telephones) and software. This individual will need to be able to troubleshoot as needed, train the end-user community on new systems, answer technical questions about equipment and software applications. Must be able to work in a rapidly changing environment and provide timely, high-quality and accurate work products.

Key Responsibilities

Provide first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Troubleshoot hardware and software issues, including desktops, laptops, printers, and mobile devices. Deploy pre-packaged software using distribution tools and processes as requested by end users. Train and provide on-site orientations for new staff on office computer applications. Document and actively resolve end-user help requests and escalate incidents when necessary to maintain SLA expectations. Build rapport and elicit problem details from service desk customers. Prioritize incidents and service requests according to defined processes to meet defined SLAs.

 Required Technical Skill Set

Experience with Windows 10/11 desktops along with a basic knowledge of Windows 2019 or higher server operating systems. Working technical knowledge of basic computer hardware. Specific knowledge of Dell laptops and desktops a plus. Experience with Apple workstations a plus. Basic understanding of TCP/IP, routers, firewalls, Microsoft Exchange, Active Directory and network printers. Experience with the Microsoft 365 suite required. Knowledge of InTune endpoint management a plus. Experience with Help Desk incident tracking tools to log, track and maintain incident history records and knowledge base preferred. Experience with remote control tools (e.g. Splashtop) a plus but not required. Experience with remote access applications (e.g. Azure Virtual Desktop) a plus but not required. Experience with Wolters Kluwer CCH accounting product line a plus but not required.

Qualifications

Bachelor’s degree in Information Technology or a related field is preferred. Strong verbal and written communication skills and interpersonal skills are required. Able to train and provide on-site orientations for new staff on office computer applications. Ability to work in a fast-paced and dynamic environment and exercise patience and professionalism during stressful situations. Needs to be both, self-motivated and able to work efficiently with minimal supervision while also being able to work in a team oriented collaborative environment. Able to work additional hours as needed to meet assignment, internal and/or team deliverables and cover scheduled on-call shifts during peak season. Capable of lifting and transporting objects such as computers, printers and peripherals. Travel to other PKFOD office locations may be required at times, the individual must have a valid driver’s license and vehicle for transportation between PKFOD offices. IT experience within an accounting firm or prior experience in an IT support role are a plus. Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.

PKFODA is an equal opportunity employer.  The Firm is committed to providing equal employment opportunity to all persons in connection with hiring, assignment, promotion, compensation or other conditions of the employment relationship regardless of race, color, age, sex, marital status, disability, pregnancy, citizenship, philosophy/religion, national origin, sexual orientation, gender identity, military or veteran status, political affiliation or belief, or any other status protected by federal, state or local law.

To all staffing agencies: PKF O'Connor Davies Advisory, LLC (“PKFODA”) will not be utilizing agencies to staff this position. Please do not forward resumes to PKFODA partners and/or employees at any of our locations regarding this position. Any recruiter who would like to partner with PKFODA on other positions must have an updated contractual agreement with PKFODA through the Director of Talent Acquisition. Please be reminded, PKFODA is not responsible for any fees related to unsolicited resumes. All unsolicited resumes will become the property of PKFODA.

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