IT Help Desk Support Specialist I

Job Description

Job Description

You chart the course; we help you lift off! At YHB, we aren't limited by small-firm constraints or stuck in the big-firm mentality. Our culture is based on relationships — between our teams and our clients. We aim to hire great people who want to take ownership of their careers while we help to provide the tools for success.

The IT Helpdesk Support Specialist will be responsible for being the first point of contact for IT-related issues within the organization. This role is responsible for troubleshooting and resolving a variety of technical problems and ensuring a smooth and productive work environment for our internal staff. This position will also need to support the firms IT infrastructure, which includes, managing and updating the firms’ laptops, PC’s, printers, and other peripherals.

Technical Expertise & Quality

• Serve as the first line of support for IT issues, including hardware, business software, operating system, and network-related problems.
• Respond to and manage incoming support requests via phone, chat, email, and ticketing systems.
• Diagnose and resolve technical issues related to desktop and laptop computers, printers, and other office equipment.
• Assist with the setup, configuration, and maintenance of computer systems and software.
• Perform routine maintenance tasks, such as updates and patches, to ensure system reliability and security.
• Keep an accurate record of Firm Assets.
• Participate in a rotating on-call environment.
• Maintains security permissions of data and user accounts.
• Document and track support issues, solutions, and procedures in the IT helpdesk system.
• Escalate complex issues to higher-level IT staff or specialized teams as needed.
• Provide exceptional customer service and support to end-users, demonstrating effective communication skills and a patient, problem-solving approach.
• Contribute to IT projects and initiatives as assigned, including system upgrades and software rollouts.

Education, Experience, & Other Requirements

• Bachelor’s or associate degree in information technology, Computer Science, or a related field, or equivalent work experience. 
• 1-3 years of experience in an IT helpdesk or technical support role (preferred).
• Strong understanding of computer systems, mobile devices, IT principles and software applications.
• Experience with troubleshooting common operating systems and productivity software.
• Familiarity with networking, cloud concepts and basic IT security practices.
• Commitment and dedication to integrity, teamwork, innovation, and service.
• Effective verbal and written communication skills
• Ability to travel to YHB offices, client locations, and/or training.
• Ability to lift/carry equipment up to 70lbs.

Benefits & Perks  

We believe that real effort should be rewarded. That is why YHB is investing in our people and fostering a supportive, rewarding work environment. As part of our team, you will enjoy: 

Competitive Compensation & Rewards:

• Market-competitive salary with performance-based bonuses.
• Retirement savings plan with a 401(k) & profit-sharing plan.

Comprehensive Health & Wellness: 

• Health, dental, and vision insurance.
• Wellness programs and employee assistance programs (EAP).
• Paid parental leave and family support.

Professional Development: 

• Learning and development opportunities.
• Tuition reimbursement.
• CPA exam support, certification reimbursements, and mentorship programs.
• Internal promotions and career pathing opportunities.

Work-Life Balance: 

• Generous paid time off (PTO) and holidays.
• Flexible work arrangements (hybrid/remote options available).

Engaging Work Culture: 

• Collaborative and inclusive work environment.
• Employee resource groups and diversity initiatives.
• Social events, team-building activities, and volunteer opportunities.

YHB is strongly committed to providing equal employment opportunity for all employees and all applicants for employment. For us, this is the only acceptable way to do business!