Help Desk Specialist

Job Description

Job Description

Help Desk Specialist I

HHM 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 Responsibilities

• Provide 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 Qualifications

• Associate 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 Qualifications

• Experience working in a professional services environment.

Technical Skills

Required

• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Windows 10 and Windows 11
• Active Directory and Microsoft Entra ID
• Microsoft Intune fundamentals
• Hardware and software troubleshooting
• Printer and scanner support
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN)
• Multi-factor authentication and account security
• Remote support tools

Preferred

• Experience supporting Azure Virtual Desktop

• Experience with CCH Axcess, SafeSend, or other tax and accounting applications
• Knowledge of PowerShell fundamentals
• Experience with Mimecast email security
• Experience with ticketing systems and IT documentation platforms
• Familiarity with endpoint protection solutions such as SentinelOne

• Industry-recognized IT certifications are a plus but are not required

Desired Characteristics

• Strong 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 Requirements

• Ability 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.