What are the responsibilities and job description for the Information Technology Help Desk Support position at Calibre CPA Group, PLLC?
Position Summary
We are seeking a motivated and technically skilled IT Help Desk Technician to provide comprehensive support for a variety of IT systems, including hardware, software, and network-related issues. The ideal candidate will be adept at diagnosing and resolving issues, offering both remote and on-site assistance to ensure a smooth and efficient work environment for all internal users.
Responsibilities
Calibre CPA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Calibre CPA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Calibre CPA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Calibre’s employees to perform their job duties may result in discipline up to and including discharge.
We are seeking a motivated and technically skilled IT Help Desk Technician to provide comprehensive support for a variety of IT systems, including hardware, software, and network-related issues. The ideal candidate will be adept at diagnosing and resolving issues, offering both remote and on-site assistance to ensure a smooth and efficient work environment for all internal users.
Responsibilities
- Serve as the first point of contact for employees seeking technical support via phone, email, or in person, offering timely solutions to hardware, software, and network-related issues.
- Assist users in troubleshooting and resolving issues with computer hardware, software applications, printers, and peripherals.
- Diagnose technical problems, follow standard troubleshooting procedures, and escalate complex issues to senior IT staff as necessary.
- Install, configure, and update software applications and operating systems, ensuring all systems are up to date with the latest patches.
- Manage user accounts, permissions, and access through Active Directory, Microsoft 365, and other SaaS tools.
- Maintain detailed documentation of issues, resolutions, and processes for future reference.
- Provide proactive feedback and suggestions for improving internal IT processes and user experience.
- Support onboarding activities by preparing and configuring new hardware and software for employees.
- Assist with regular software upgrades, patches, and system migrations.
- Train end-users on best practices for utilizing hardware, software, and collaborative tools effectively.
- Keep current with emerging technologies and IT best practices to continually improve support services.
- Actively participate in IT-related projects and initiatives to enhance system performance and security.
- Customer-Centric Service: Excellent interpersonal skills and a service-oriented mindset to respond to user needs with professionalism and courtesy.
- Problem-Solving & Troubleshooting: Strong analytical skills to resolve technical issues efficiently and independently.
- Adaptability & Learning: Ability to quickly learn new technologies and adapt to changing IT environments.
- Collaboration: Work well as part of a team, offering support and knowledge-sharing.
- Communication Skills: Clear and effective communication, both verbally and in writing, to ensure technical issues are addressed and solutions are understood.
- While primarily a desk-based role, some physical activity such as lifting hardware (up to 25 lbs), setting up equipment, and moving between office locations may be required.
- Occasional need to bend, reach, or stand as necessary.
- Occasional travel to remote locations or satellite offices may be required.
- Associate's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.
- 1-3 years of proven IT help desk or technical support experience, with a strong focus on customer service.
- Experience supporting remote users.
- Solid knowledge of Microsoft Windows 10 and 11 operating systems.
- Experience with Microsoft 365 applications (Teams, Outlook, SharePoint, Word, Excel).
- Strong understanding of networking principles, including IP configurations, DNS, DHCP, VPNs, and troubleshooting basic network connectivity issues.
- Experience with supporting common office hardware (printers, scanners, laptops, desktops).
- Ability to quickly grasp technical concepts and retain a high level of IT knowledge.
- Experience working in an accounting or financial environment is a plus.
- Experience supporting remote users and troubleshooting virtual environments (VPN, RDP, etc.).
- Familiarity with Mac OS, mobile devices (iOS/Android), or other non-Windows platforms is a plus.
- Certifications such as CompTIA A , Microsoft Certified Professional (MCP), or ITIL Foundation are advantageous.
Calibre CPA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Calibre CPA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Calibre CPA expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Calibre’s employees to perform their job duties may result in discipline up to and including discharge.
