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Help Desk Technician

3 months ago

Nashville, United States KraftCPAs PLLC Full time
Job DescriptionJob Description

You’ve probably heard the news: Music City is the new “It City.” Business is booming. Contractors are building. Homes are selling. Restaurants are opening. Nashville is growing. And so are we.

KraftCPAs PLLC is a thriving, locally owned public accounting firm that delivers innovative accounting, tax, audit and specialized services. As a large but flexible firm based in Nashville, Tennessee, we take pride in our comprehensive accounting and advisory services, our deep industry experience, and our steadfast commitment to personal service. We now have more than 250 people working in our Middle Tennessee offices.

Help Desk Technician

A day in the life:

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Responsibilities:

  • Problem Resolution & Trend Analysis:
    • Evaluate documented resolutions and analyze trends to prevent future issues.
    • Alert management to emerging incident trends to enhance proactive problem management.
  • Software Releases & Communication:
    • Assist in software releases and roll-outs, ensuring effective communication with end users.
  • Customer Support:
    • Field incoming Help Desk requests via telephone and email, ensuring courteous, timely, and effective resolution.
    • Build rapport and gather detailed problem information from service desk customers.
    • Perform post-resolution follow-ups to ensure customer satisfaction.
  • Problem Management:
    • Prioritize and schedule problem resolutions, escalating issues to appropriate technicians when necessary.
    • Record, track, and document the problem-solving process, including all decisions and actions taken to achieve final resolution.
  • Technical Troubleshooting:
    • Apply diagnostic tools to aid in troubleshooting.
    • Access software updates, drivers, knowledge bases, and FAQs to resolve issues.
    • Perform hands-on fixes at the hardware level, including software installation, hardware upgrades, file backups, and system configuration.
    • Test fixes to confirm issues have been adequately resolved.
  • Preventative Maintenance:
    • Conduct preventative maintenance on workstations, printers, and peripherals to ensure optimal performance.
  • Documentation & Training:
    • Develop help sheets and FAQ lists for end users to facilitate self-service and reduce support requests.
    • Reinforce Service Level Agreements (SLAs) to manage and align end-user expectations.
  • Audio-Visual Support:
    • Setup audio-visual equipment for conference rooms upon request, ensuring smooth operation for meetings and events.

Requirements:

  • Some college preferred with 1-year field related work experience.
  • Knowledge of basic computer hardware troubleshooting
  • Experience with desktop and server operating systems, including Windows 10, Windows Server
  • Extensive application support experience with Microsoft Office Suite including Outlook, Adobe Acrobat, Microsoft Edge
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
  • Strong documentation skills
  • Ability to conduct research into a wide range of computing issues as required.
  • Can absorb and retain information quickly
  • Keen attention to detail
  • Ability to effectively prioritize and execute tasks
  • Exceptional customer service orientation
Work Conditions:
  • 5 business days on-site work week, 8AM to 5PM. Schedule can be flexible, dependent on needs of the applicant and business
  • Busy season hours January to April will vary and will include a Saturday rotation
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals

Perks:

  • Frequent company and team outings including: annual picnic, holiday parties, team luncheons, quarterly birthday luncheons, employee recognition, and more
  • Bonus eligible for: being a rockstar, bringing in clients, referring an employee for hire
  • Free meals during “busy season” (January – April)
  • Health and wellness opportunities including: fitness center, onsite flu shots and health screenings, sports league participation, golf events, group and individual activities (3k walks, step challenges, etc), and more
  • Onsite massage therapist
  • Fully stocked breakroom including free: coffee, tea, sparking & still flavored water machine, soda, a variety of food and snacks
  • Recognition programs including: Above and Beyond awards, work anniversary milestones and more
  • Casual dress options
  • Build relationships with young professionals through our softball league and Kraft Young Professional Group
  • Ongoing opportunities to give back to our community

Benefits:

  • Free Telemedicine access for employees and family including: free mental health counseling access (unlimited)
  • Three weeks PTO
  • 80% company paid medical for employee and 60% company paid medical for family
  • 401k plan including matching contributions
  • 11 paid holidays

Now in its third generation of owners, KraftCPAs has demonstrated successful succession planning, which contributes to the strength of the firm and the consistently high level of personal service our clients enjoy.



KraftCPAs is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, or protected veteran status.