IT Service Analyst II

IT Service Analyst II

Los Angeles, California, United States

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We are currently seeking a Service Technician to support our IT operations team in our Los Angeles, CA office. Under the overall supervision of the Senior IT Services Manager, the Service Analyst II provides second and third level hardware, software, and foundational networking support. Supported by IT team members and management in other Withum offices, this individual is accountable for providing outstanding customer service, technical support to staff throughout the Firm and servicing in a mentoring role for all IT Team Members at the Generalist level.

Withum's brand is a reflection of our people, our culture and our strength. Withum has become synonymous with teamwork and client service excellence. The cornerstone of our success can truly be accredited to the dedicated professionals who work here every day, whose mission is to help our clients grow and thrive - to be in a position of strength. But our commitment goes beyond our clients as we continue to live the Withum Way, promoting personal and professional growth for all team members, clients, and surrounding communities.

How You'll Spend Your Time:

• Daily monitoring of the incident management system (ITSM) to ensure tickets are distributed and addressed in a timely manner
• Timely acknowledging support requests
• Documenting, tracking, and resolving issues within published service level agreements
• Documenting and tracking hardware distribution via firm asset management software (ITAM)
• Effectively communicating support efforts and resolutions
• Providing 2nd and 3rd level hardware, software, and fundamental networking support
• Delivering remote support to users throughout the Firm via phone, email, chat or our remote support platform
• Acting as an onsite representative for technology initiatives
• Assisting management in proactively meeting the technology needs of the office by keeping IT management abreast of issues and activities
• Working closely with members of the IT team to ensure successful completion of technology projects throughout the Firm
• Seeking and creating opportunities of growth through automation, innovation and process improvement
• Other responsibilities may be assigned as needed
• Completing all required CPE learning hours and yearly goals effectively and timely

The Kinds of People We Want to Talk to Have Many of the Following:

• Minimum 3 years working experience in related support service field
• Strong working knowledge of accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy and SurePrep (desired)
• Experience supporting end-users in a Microsoft environment
• Strong working knowledge of but not limited to – Microsoft Products including Teams, Microsoft 365, OneDrive, SharePoint and Outlook
• Associates degree in an IT related field or combination of education and technical training required
• Windows 10/11, CompTIA A+, or CompTIA Network+ or Microsoft Azure certification
• Experience troubleshooting computer and mobile device hardware
• Foundational knowledge in video conferencing and audio-visual hardware
• Understanding of networking fundamentals
• Understanding of Basic ITIL Process, SLA, Priority & Severity Matrix
• Self-motivated and dedicated to continual personal and professional improvement
• Strong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staff
• Flexibility to adapt quickly to change within the Firm and within the accounting industry
• Must be able to work extended hours when required
• Ability to lift up to 50lbs
• Experience working in a public accounting, or other professional services, firm a plus
• Willingness to travel to remote offices as needed

The compensation for this position ranges from $65,000 - $70,000. In addition to the base compensation, Withum offers a competitive benefits package and bonus program (for eligible roles) based on individual and firm performance. Final offer amounts are based on multiple factors such as the specific role, hiring location, as well as the individual's skills, experience and qualifications.

WithumSmith+Brown, PC is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, (including pregnancy), genetic information, marital status, domestic partnership status, familial status, affectional or sexual orientation, gender identity, citizenship status, national origin, disability or handicap, veteran status, weight, height, or any other classification protected by federal, state, or local law.