IT Helpdesk Technician

Job Description
Job Description
Overview
The Help Desk Technician is responsible for providing first-level technical support and exceptional customer service to BPW team members and, on occasion, external clients. This individual serves as the primary point of contact for day-to-day technology questions, issues, and requests, including support for our Microsoft 365, Azure Virtual Desktop (AVD), and core tax and accounting applications. The Help Desk Technician responds to inquiries via help desk tickets, phone calls, chat messages, and emails, providing timely troubleshooting and resolution for hardware, software, and network-related issues. This individual will interact with team members from all departments and levels within the firm under the supervision of the Partner in Charge of Technology, working closely with our Fractional CIO.
Essential Functions and Responsibilities
To perform this job, an individual must be able to perform each essential function and responsibility satisfactorily, with or without reasonable accommodation.
Customer Service & Support
● Serve as the "first point of contact" for all technology support requests from firm personnel
● Respond to and monitor help desk inquiries through multiple channels including help desk ticketing system, phone calls, chat messages (Teams/Slack), and emails in a timely and professional manner
● Provide exceptional customer service to all firm resources and clients needing technical assistance
● Maintain a positive, patient, and professional demeanor when assisting users of varying technical skill levels
● Follow up with users to ensure issues are fully resolved and satisfaction is achieved
● Manage and prioritize multiple support requests effectively
● Communicate technical information clearly to both technical and non-technical audiences
● Escalate complex issues to senior IT staff or specialized team members as appropriate
Technical Troubleshooting & Support
● Diagnose and resolve common hardware and software issues for desktop and laptop computers
● Troubleshoot problems with Microsoft Windows operating systems (Windows 10, 11)
● Provide support for Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint, and for user sessions in our Azure Virtual Desktop (AVD) environment
● Assist with email issues including connectivity, configuration, and functionality problems
● Support mobile device connectivity and configuration (iOS, Android)
● Troubleshoot printing issues and configure network printers, multifunction devices, and scanners
● Assist with video conferencing equipment and software (Teams, Zoom, etc.)
● Support the firm's tax and accounting applications, including CCH Axcess Tax, CCH Engagement, and CCH Axcess Practice, and client-facing tools such as SafeSend and Suralink
● Troubleshoot network connectivity issues and basic networking problems
● Assist with password resets and