Due to growth within the technology department, BerryDunn is seeking a qualified Technical Support Analyst to join the team! The Technical Support Analyst works under the direction of the Service Desk Manager to support and maintain the operation of the firms technology equipment, services, systems, and software. This person will work closely with the Technology team and Service Desk Manager to support policies, procedures, and services to ensure a stable and secure computing environment is maintained for BerryDunn employees.

This position offers a competitive salary, formal technical training, a comprehensive benefits package, opportunity to gain experience to your full potential and a progressive work environment.

Location: 2211 Congress St., Portland, Maine
Schedule: Monday - Friday, 12 p.m. to 9:00 p.m.

The Technical Support Analyst role will fulfill submissions to the IT Service Desk through various support channels that include phone, submissions through our ticketing system and in-person to assist BerryDunn employee requests. A commitment to providing superior customer service is essential, and the successful candidate will follow the process of incident and request management following the full ticket lifecycle management requirements. The candidate will work as part of a dynamic team to support BerryDunn applications, systems, and hardware. As part of the IT Service Team, critical thinking skills, communication, knowledge sharing and the ability to work in a group environment as well as independently is critical in this role. The Technical Support Analyst is expected to be available and accessible in the office during their scheduled support shift to support our employees that work in various time zones. This position may require extended hours on occasion.

You Will:

• Manage the service desk submission queue, phone calls and employee walk-up service by receiving, prioritizing, documenting, and actively resolving employee requests for service and support.
• Identify trends, review, prioritize, document and escalate problems to a Technical Support II Analyst when needed.
• Onboard employees from account creation to building, testing, and deploying equipment.
• Troubleshoot and repair computers, technical equipment, and software applications and services.
• Assist employees with questions and technology service requests.
• Process security change requests and follow change control standards.
• Work with IT project and technical teams for the implementation of new products and services.
• Restore files and data for employees.
• Contribute to knowledge management articles so our employees receive the most up to date information regarding products and services.
• Prioritizing and managing multiple tasks.
• Participate in weekly team meetings.
• Other duties and assignments based on your technical experience and capabilities.

You Have:

• Bachelor's degree or minimum of 1 year working in an IT technical support role, or a degree in an information technology or computing major.
• Experience with Microsoft 365 services and technologies, such as Azure or Active Directory with creating and modifying accounts, organizational units, and security groups.
• Experience troubleshooting issues in Windows 10.
• Experience with mobile device management and support.
• Experience with ticketing systems and ticket lifecycle from creation to resolution.
• Excellent analytical, reporting, and documentation skills with attention to detail.
• Experience with VoIP telecom systems and video conferencing technology.
• A demonstrated desire and ability to effectively solve problems, manage multiple priorities, and respond to end-user issues or requests in a timely and professional manner.
• Customer service experience demonstrating interpersonal skills, teamwork, ethics, responsibility, and excellent written and verbal communication skills.

The base salary range targeted for this role is $22/hr - $26/hr. This salary range represents BerryDunns good faith and reasonable estimate of the range of possible compensation at the time of posting. If an applicant possesses experience, education, or other qualifications in excess of the minimum requirements for this posting, that applicant is encouraged to apply, and a final salary range may then be based on those additional qualifications; compensation decisions are dependent on the facts and circumstances of each case. The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to, years of experience, depth of experience, seniority, merit, education, training, amount of travel, and other relevant business considerations.

Our people are what make BerryDunn special, and in return we strive to support our employees and help them thrive. Eligible employees have access to benefits that go beyond whats expected to support their physical, mental, career, social, and financial well-being. Visit our website for a complete list of benefits and a look into our culture: Experience BerryDunn.

About BerryDunn

BerryDunn is a leading national professional services firm providing assurance, tax, and consulting services to businesses, nonprofits, and government agencies throughout the US and its territories. Since 1974, we have been a client-centered, people-first firm with a mission to empower the meaningful growth of our people, clients, and communities. Led by CEO Sarah Belliveau, the firm has been recognized for its efforts in creating a diverse and inclusive workplace culture, and for its focus on learning, development, and well-being. Learn more at berrydunn.com.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, or perform essential job functions. Please contact careers@berrydunn.com to request an accommodation.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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