What are the responsibilities and job description for the Technical Support Specialist (Level 3) position at PT&C Group LLC?
Job Description
Job Description
Description :
Due to continuing growth, we are looking for a Technical Support Specialist III to join our team! The Technical Support Specialist will work alongside the IT Manager in providing technical support and knowledge for Service Desk support. This person will provide advanced IT support for employees at offices nationwide. You will help lead Service Desk projects, training, and develop standard operating procedures (SOP) for team members. You will administer and configure end user devices and perform routine evaluations of endpoints.
Who We Are :
Platform Accounting Group is a rapidly growing professional services firm providing tax, accounting, assurance, IT consulting, and wealth management services to small and medium sized businesses and their owners. We currently have 40 offices across 14 States with much more growth on the horizon. We fully understand that every employee has different needs, so our unique business model allows for more flexible work arrangements than most firms can offer. Enjoy a professional and dynamic work environment while making work / life balance a priority.
What You Will Do :
- Ensure end user satisfaction by providing the right resolution within a reasonable time frame.
- Evaluate and elevate overall customer experience.
- Receive escalations from other technicians and management.
- Perform problem solving, troubleshoot, and root cause analyses for various applications and devices for employees at multiple sites.
- Perform routine systems support, maintenance, and testing for proper upkeep of endpoint.
- Ensure proper asset management and record keeping.
- Maintain and update documentation, such as, but not limited to, project documents, user guides and training, general reporting, standard operating procedures, and knowledge base articles.
- Engineer user workstations and peripheral equipment.
- Lead Service Desk IT projects with limited scope.
- Install, configure, and maintain end user devices.
- Train technicians and end users.
- Oversee user onboarding and offboarding.
- Perform miscellaneous job-related duties as assigned.
What We Look For :
Experience
What We offer :
Where we work :
Requirements :
