Help Desk Specialist

Job Description

Job Description

Help Desk Specialist IHHM CPAs is seeking a Help Desk Specialist to provide first-level technical support to employees across the firm. This position is responsible for resolving routine hardware, software, and application issues; assisting with onboarding and offboarding activities; and delivering responsive, professional customer service that supports daily business operations.This role is onsite in Pensacola, FL.Essential Duties and ResponsibilitiesProvide first-level support for desktops, laptops, printers, and peripherals.Respond to and resolve help desk tickets in a timely manner.Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.Assist with user account administration in Active Directory and Microsoft Entra ID.Support password resets, multi-factor authentication, and basic security requests.Configure and deploy computers and mobile devices.Assist with onboarding and offboarding processes.Support printers, scanners, and document management systems.Escalate complex issues to senior IT staff or third-party vendors when appropriate.Maintain accurate documentation of incidents and resolutions.Participate in an after-hours on-call support rotation during the firm's busy tax season, January through April 15, to provide technical assistance as needed and help ensure continuity of operations.Required QualificationsAssociate degree in Information Technology, Computer Science, or related field, or equivalent work experience.1-3 years of experience in a help desk or technical support role.Strong customer service and communication skills.Ability to prioritize tasks, follow procedures, and work independently when needed.Preferred QualificationsExperience working in a professional services environment.Technical SkillsRequiredMicrosoft 365 (Outlook, Teams, OneDrive, SharePoint)Windows 10 and Windows 11Active Directory and Microsoft Entra IDMicrosoft Intune fundamentalsHardware and software troubleshootingPrinter and scanner supportBasic networking concepts (TCP/IP, DNS, DHCP, VPN)Multi-factor authentication and account securityRemote support toolsPreferredExperience supporting Azure Virtual DesktopExperience with CCH Axcess, SafeSend, or other tax and accounting applicationsKnowledge of PowerShell fundamentalsExperience with Mimecast email securityExperience with ticketing systems and IT documentation platformsFamiliarity with endpoint protection solutions such as SentinelOneIndustry -recognized IT certifications are a plus but are not requiredDesired CharacteristicsStrong customer service mindset.Professional demeanor and excellent communication skills.High attention to detail and organization.Ability to learn new technologies quickly.Team-oriented with a willingness to assist others.Ability to maintain confidentiality and handle sensitive information appropriately.Ability to prioritize and manage multiple tasks effectively.Ability to work independently with minimal supervision when appropriate.Willingness to provide dependable support to employees during peak tax season.Work Environment and Physical RequirementsAbility to lift, move, and set up computer equipment, monitors, printers, and related peripherals as needed.Ability to sit, stand, bend, kneel, or crawl under desks and workstations when troubleshooting or installing equipment.This role is primarily office-based and requires regular on-site support for employees, equipment, and firm technology needs.