IT Service Analyst II at Withum

Withum is a place where talent thrives - where who you are matters.It's a place of endless opportunities for growth. A place where entrepreneurial energy plus inclusive teamwork equals exponential results.Explore different industries. Learn new skills. Connect with our diverse teams of professionals to gain insight into the career you envision. Your Career Starts with You.Experience the Transformative Power of Withum Plus You - that's the Power in the Plus!We are currently seeking a Service Technician to support our IT operations for two of our offices. They are located inRochester and Batavia, NY. Under the overall supervision of the Senior IT Services Manager, the Service Analyst II provides second and third level hardware, software, and foundational networking support. Supported by IT team members and management in other Withum offices, this individual is accountable for providing outstanding customer service, technical support to staff throughout the Firm and servicing in a mentoring role for all IT Team Members at the Generalist level.Withum's brand is a reflection of our people, our culture and our strength. Withum has become synonymous with teamwork and client service excellence. The cornerstone of our success can truly be accredited to the dedicated professionals who work here every day, whose mission is to help our clients grow and thrive - to be in a position of strength. But our commitment goes beyond our clients as we continue to live theWithum Way, promoting personal and professional growth for all team members, clients, and surrounding communities.How You'll Spend Your Time:Daily monitoring of the incident management system (ITSM) to ensure tickets are distributed and addressed in a timely mannerTimely acknowledging support requestsDocumenting, tracking, and resolving issues within published service level agreementsDocumenting and tracking hardware distribution via firm asset management software (ITAM)Effectively communicating support efforts and resolutionsProviding 2nd and 3rd level hardware, software, and fundamental networking supportDelivering remote support to users throughout the Firm via phone, email, chat or our remote support platformActing as an onsite representative for technology initiativesAssisting management in proactively meeting the technology needs of the office by keeping IT management abreast of issues and activitiesWorking closely with members of the IT team to ensure successful completion of technology projects throughout the FirmSeeking and creating opportunities of growth through automation, innovation and process improvementOther responsibilities may be assigned as neededCompleting all required CPE learning hours and yearly goals effectively and timelyThe Kinds of People We Want to Talk to Have Many of the Following:Minimum 3 years working experience in related support service fieldStrong working knowledge of accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy and SurePrep (desired)Experience supporting end-users in a Microsoft environmentStrong working knowledge of but not limited to - Microsoft Products including Teams, Microsoft 365, OneDrive, SharePoint and OutlookAssociates degree in an IT related field or combination of education and technical training requiredWindows 10/11, CompTIA A+, or CompTIA Network+ or Microsoft Azure certificationExperience troubleshooting computer and mobile device hardwareFoundational knowledge in video conferencing and audio-visual hardwareUnderstanding of networking fundamentalsUnderstanding of Basic ITIL Process, SLA, Priority & Severity MatrixSelf-motivated and dedicated to continual personal and professional improvementStrong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staffFlexibility to adapt quickly to change within the Firm and within the accounting industryMust be able to work extended hours when requiredAbility to lift up to 50lbsExperience working in a public accounting, or other professional services, firm a plusWillingness to travel to remote offices as neededThe compensation for this position ranges from $60,000 - $70,000. In addition to the base compensation, Withum offers a competitive benefits package and bonus program (for eligible roles) based on individual and firm performance. Final offer amounts are based on multiple factors such as the specific role, hiring location, as well as the individual's skills, experience and qualifications. For additional information on our benefits, visit our website at https://www.withum.com/careers/.#LI-NN1WithumSmith+Brown, PC is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, (including pregnancy), genetic information, marital status, domestic partnership status, familial status, affectional or sexual orientation, gender identity, citizenship status, national origin, disability or handicap, veteran status, weight, height, or any other classification protected by federal, state, or local law.