Job description
Overview:
The IT Senior Support Coordinator’s role is to ensure proper computer operation so that PKF O’Connor Davies 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 research, interacting with vendor support, the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on support at the desktop level. Senior Support Coordinators participate in, and often drive, resolution to more complex issues and strategic initiatives for the department. Flexible working options available over time.
Essential Duties:
- Deploy pre-packaged software using distribution tools and processes as requested by end users.
- Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
- Build rapport with, and elicit problem details from, service desk customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable technician/manager, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting. Ability to work directly with vendor support to resolve issues when required.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure an incident has been adequately resolved.
- Contribute to technician knowledgebase as needed.
- Provide suggestions and implement changes for continuous improvement.
- Drive the implementation of strategic initiatives such as hardware and software upgrades, new software and infrastructure rollout. Where end users are involved, develop documentation and end user training materials and record and/or deliver webinar-based end-user training.
- Perform system administration functions in key IT and end-user applications
- Ability to work paid overtime during peak season and scheduled on-call support rotations
- Potential for limited travel to other local offices to assist with IT initiatives
- Bachelor’s degree from an accredited college/university is required. Degree with IT emphasis preferred.
- 3-5 years IT experience, preferably in a support role with an Accounting/Advisory firm
- Exceptional written and oral communication skills. Strong documentation skills.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Ability to work as part of a team and independently with remote supervision and support
- Experience with desktop and server operating systems, including configuration and maintenance of workstations, printers, scanners.
- Experience with a Service Desk Management tool (Quest KACE preferred)
- Experience with Active Directory
- Experience with PowerShell and/or automation tools (e.g. MS Power Automate)
- Application support experience with Microsoft Office 365 suite
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