Helpdesk Support Analyst (II)

At Bennett Thrasher, we offer the expertise and opportunities of a large accounting firm, while providing a commitment to culture and a family-like work atmosphere. By joining our firm, you’ll have immediate opportunities to collaborate on meaningful work with clients in a variety of industries and work together with other associates across practices. You’ll not only be able to dive into challenging projects with a diverse set of clients, you’ll also have opportunities to participate in firm activities that reflect your individual passions; from our Business Resource Groups to the BT Foundation.

We work hard to help our clients solve challenges, but we also believe in taking time for what matters and offer benefits for you that reflect this mindset. We offer a competitive benefits program that includes generous vacation time, exceptional opportunities for growth and flexibility in both our dress code and work model. Apply today to learn more about how you can excel in a career with Bennett Thrasher.

Bennett Thrasher has an opening for an IT Support Analyst (II). The person will be reporting to the Helpdesk Administrator, the IT Support Analyst (II) will serve as a member of the IT Help Desk team providing courteous and expert technical support to all Bennett Thrasher’s team members in all locations via ticketing system, remote access, desk-side support, phone calls, emails, self-service, and walk-ups. This position will require the ability to multitask among several duties including but not limited to installation, troubleshooting and resolving technology issues on various hardware and software, Windows operating systems, prioritizing support requests, and performing ticket documentation. The analyst will work collaboratively with other members of the Help Desk team to ensure tickets are being worked and closed within acceptable timelines.

Responsibilities

• Offer first-line technical assistance and support to end-users via phone, email, or in person. Troubleshoot and resolve hardware, software, and network issues efficiently and effectively, including escalated ticket from Helpdesk Analyst 1.
• Utilize ticketing systems to log, track, and prioritize support requests. Ensure timely resolution of incidents and service requests according to established service level agreements (SLAs).
• Analyze user-reported problems to determine root causes and implement appropriate solutions. Document troubleshooting steps and resolutions for future reference.
• Ensure/Identifying mass issue are reported to Helpdesk Administrator and proper IT Teams members are engaged following our Incident response policy.
• Maintain accurate records of support activities, including incident details, resolutions, and user communication. Contribute to the development and enhancement of knowledge base articles and support documentation.
• Install, configure, and maintain desktops, laptops, printers, peripherals, and software applications. Conduct software updates, patches, and installations as required.
• Collaborate with other IT teams and departments to streamline support processes and improve overall service delivery.
• Assist users in understanding and utilizing IT resources effectively. Provide guidance on software applications, system functionalities, and best practices to enhance user productivity.
• Assist in innovating new processes and procedures to better assist the day-to-day operations of the helpdesk, driving efficiency and effectiveness in support delivery.
• Stay informed about emerging technologies and industry trends, proactively identifying opportunities for improvement and innovation within the helpdesk environment.
• Participate in strategic planning initiatives and projects related to IT service management and support optimization.
• Demonstrate a customer-centric approach in all interactions with end-users. Provide friendly, professional, and empathetic support to ensure a positive user experience.
• Adhere to organizational policies, procedures, and security standards. Ensure compliance with regulatory requirements related to data protection, privacy, and IT governance.
• Perform additional duties and responsibilities as assigned by the Helpdesk Supervisor or IT management.
• Experience making decisions in a fast paced, dynamic work environment.
• Proficiency in current processes and core IT-owned tools, demonstrating mastery in navigating and utilizing these systems efficiently.
• Exceptional ability to communicate effectively, employing de-escalation techniques and maintaining a calm, professional demeanor in challenging situations. Possesses a problem-solving resolution mindset, capable of addressing issues promptly and effectively.
  
  
  

Qualifications

• Bachelor’s degree in Information Technology or computer related field preferred. Equivalent combination of training and experience acceptable
• Minimum of 3 years hands-on systems support in a Windows‐based computing environment
• 2 years of experience supporting a staff of 50 or more people
• Resourceful and innovative problem-solving abilities
• Experience supporting remote users
• Experience with the Microsoft Office 365 suite
• Experience supporting collaboration platforms such as Microsoft Teams and Zoom
• Knowledge of Active Directory administration
• Ideal candidate has current CompTIA A , Network , Windows 10, and/or O365 certification
• Experience working in a public accounting, legal or other professional services firm is a plus
• Must be able to work extended hours during tax season or when required to complete projects (this would include but not limited to being in the on-call rotation)
• Work toward the following certification: MS-900/102, Microsoft 365 Certified: Administration, AZ-900, CompTIA Network
  
  
  

Bennett Thrasher is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex; pregnancy; sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law