IT Service Analyst II

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. Withum empowers clients and our professional staff with innovative tools and solutions to address their accounting, tax and overall business management and operational needs. As a US nationally ranked Top 25 firm, we recruit only the best and brightest people with a genuine passion for the business.

Under the overall supervision of the Senior IT Services Manager, the IT Service Analyst II provides first and second level hardware, software, and occasional networking support. Supported by IT team members and management in other Withum offices, this individual is accountable for providing outstanding customer service and technical support to Team Members throughout the Firm and their local office.

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, easy to work with a sense of purpose and caring for their co-workers and whose mission is to help our clients grow and thrive. But our commitment goes beyond our clients as we continue to live the Withum Way, promoting personal and professional growth for all team members, clients, and surrounding communities.

How You'll Spend Your Time:
Daily monitor the incident management system (ITSM) to ensure tickets are distributed and addressed in a timely manner.
Timely acknowledgement of support requests
Document, track, and resolve issues within published service level agreements.
Document and track hardware distribution via firm asset management software (ITAM)
Effectively communicate support efforts and resolutions
Provide 2nd and 3rd level hardware, software, and fundamental networking support.
Deliver remote support to users throughout the Firm via phone, email, chat or our remote support platform.
Act as an onsite representative for technology initiatives.
Assist management in proactively meeting the technology needs of the office by keeping IT management abreast of issues and activities.
Work closely with members of the IT team to ensure successful completion of technology projects throughout the Firm.
Seek and create opportunities of growth through automation, innovation and process improvement.
Other responsibilities may be assigned as needed.
Completing all required CPE learning hours and yearly goals effectively and timely

Requirements:
Minimum 3 years working experience in related support service field.
Strong working knowledge of accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, Tax Caddy and Sure Prep (desired)
Experience supporting end-users in a Microsoft environment.
Strong working knowledge of but not limited to – Microsoft Products including Teams, Microsoft 365, One Drive, SharePoint, and Outlook
Associates degree in an IT related field or combination of education and technical training required
Windows 10/11, CompTIA A+, or CompTIA Network+ or Microsoft Azure certification
Experience troubleshooting computer and mobile device hardware
Foundational knowledge in video conferencing and audio-visual hardware
Understanding of networking fundamentals
Understanding of Basic ITIL Process, SLA, Priority & Severity Matrix
Self-motivated and dedicated to continual personal and professional improvement
Strong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staff
Flexibility to adapt quickly to change within the Firm and within the accounting industry
Must be able to work extended hours when required
Ability to lift up to 50lbs
Experience working in a public accounting, or other professional services, firm a plus
Willingness to travel to remote offices as needed

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Withum will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran.