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Technical Support Specialist

2 months ago

Braintree, Massachusetts, United States Citrin Cooperman Advisors LLC Full time

Citrin Cooperman Advisors LLC provides an engaging workplace that promotes career advancement and teamwork. We are always on the lookout for skilled professionals who offer innovative ideas, a solution-oriented approach, and strong technical skills. Our team of creative and collaborative experts is dedicated to supporting your career growth. At Citrin Cooperman, we provide competitive salaries and benefits, along with the flexibility to balance your personal and professional commitments, allowing you to focus on what truly matters to you.

*Please note this role will require you to be in the office.
We are currently seeking a Technical Support Specialist to become a part of our Information Technology division within the Administration Department. As a Technical Support Specialist, your key responsibilities will include:

  • Responding to incoming support requests from users via phone and email in a professional manner.
  • Documenting essential user identification details, including name, department, contact information, and the nature of the issue.
  • Collaborating with vendor support teams to resolve technical challenges related to desktop hardware and software.
  • Utilizing remote access tools to troubleshoot and resolve user issues effectively.
  • Installing, configuring, and maintaining laptops, desktops, and printers.
  • Managing the phone system with assistance from external vendors when necessary.
  • Providing support for various software applications, including Microsoft Office for Windows, antivirus solutions, backup systems, email clients, email servers, and other specialized software.
  • Escalating IT concerns when appropriate.
  • Creating user training materials, help documents, FAQs, and procedures for end users as needed.
  • Delivering clear and concise information through both written and verbal communication.
  • Analyzing documented solutions and identifying trends to prevent future issues.
  • Building rapport and gathering detailed information from help desk customers.
  • Recording, tracking, and documenting the help desk request resolution process, including all decisions made and actions taken until the issue is resolved.
  • Gaining familiarity with the software and hardware supported by the organization.
  • Performing hands-on repairs at the desktop level, including software installations, hardware upgrades, file backups, and system configurations.
  • Conducting preventative maintenance, including cleaning and checking workstations, printers, and peripherals.
  • Testing solutions to ensure issues have been adequately addressed.
  • Following up post-resolution to ensure user satisfaction.
  • Occasional travel to branch locations may be required.
  • Participation in after-hours and weekend on-call support (on a rotational basis).
  • On-site support may be necessary during peak periods.
  • Handling the lifting and transportation of computers and peripherals.
Qualifications:
  • Formal Education & Certification: A+ certification is preferred; ITIL Foundation certification is also preferred.
  • In-depth knowledge of computer hardware and desktop/server operating systems.
  • Experience in application support, particularly with Citrix, Group Policy, and Microsoft Office.
  • Familiarity with Caseware, ProFX Tax, ProFX Engagement, Thomson GoFileRoom, and QuickBooks is preferred.
  • Experience with Exchange is a plus.
  • Knowledge of Blackberry Enterprise and ActiveSync Server is advantageous.
  • Strong documentation capabilities.
  • Experience with Active Directory, including user and group management.
  • Experience with mobile device management.
  • Proficiency in DNS and DHCP.
  • Solid understanding of corporate networks and user-server connectivity.
  • Understanding of wireless technologies.
  • Experience in an accounting firm is preferred.
  • Willingness to work outside of standard business hours when necessary.
  • Exceptional interpersonal skills, emphasizing rapport-building, listening, and inquiry.
  • Demonstrated analytical and problem-solving skills.
  • Ability to prioritize and execute tasks effectively in a high-pressure environment.
All qualified candidates will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability, protected veteran status, or any other characteristic protected by law.