IT Desktop Support Technician

Title: IT Desktop Support Technician

Exempt or Non-Exempt: Non-Exempt

Work Area: Cincinnati Office (Hybrid)

Department: Administration

Position Statement

The support technician will be responsible for computer and network helpdesk support for GBQ personnel.

Tasks

• Provides support to the users with everyday general IT support issues.
• Performs software installations.
• Prepares online documentation for new software releases.
• Maintains desktop and laptop computers with the latest software, firmware and BIOS. This involves online research to determine latest software patches and develop a plan to rollout to all computers.
• Assist with personnel moves, laptop imaging and other equipment deployments.
• Provides five-star technical support to employees for computer/printing/applications.
• Performs support for Apple and Android devices.
• Has ability to work and make decisions without constant supervision.
• Collaborates with Director of IT to review, analyze and determine helpdesk priorities.
• Performs system backups and restore files for employees.
• Manages printer toner and arrange for service on all printers.
• Keeps users informed on current helpdesk issues and progress being made.
• Calls software/Hardware vendors to resolve issues when needed.
• Collaborates with the IT group to stay ahead and effective with delivering IT solutions to the firm.
  
  

Profitability

• Tracks and reports actual client related time.
• Involvement with internally focused projects to improve procedures by participation in committees, technical training, HR initiatives and other firm related projects.
  
  

Practice Growth

• Identify opportunities to reduce firm costs.
• Provide services in addition to core services.
  
  

Client Focus

• Provides a high quality, accurate work product to both internal and external clients.
• Provides solid support to professional staff and responds to requests in a timely manner.
• Demonstrates comprehension of relevant accounting knowledge, technology concepts and other methodologies.
  
  

Brand Culture/Development

• Exemplify Brand Attributes of the Firm.
• Comply with all policies and procedures of the Firm.
• Demonstrate ability to work individually or in a team environment and address conflict with peers and superiors.
  
  

Work Experience And Education

• Associates degree in Computer Science equivalent combination of education and experience.
• Minimum of 2 years hands-on experience in the helpdesk/computer support environment.
• Helpdesk duties or computer configuration/set-up operations as well as customer service background.
• Must be proficient with Windows Operating Systems, and MS Office Suite (Outlook, Word, Excel, Powerpoint and Access).
• Focused on resolutions and productivity. Good judgment and decision-making skills. Ability and flexibility to adapt to change quickly.
• Must possess strong hardware and software troubleshooting skills to solve problems.
• Strong interpersonal skills with the ability to maintain a professional demeanor and work with people at all levels internally and externally.
• Customer service focus in all areas including internal clients and external clients.
  
  

Organizational Relationships

• Will report directly to a Performance Manager who will provide any necessary guidance relative to work performance through the formal evaluation process.
  
  

Special Requirements

• Must be able to lift at least 50 lbs. to include computer monitors, shipments and computers.
• Ability to work evenings and weekends based on time of year and client demands.
  
  

GBQ participates in E-Verify.