IT SUPPORT & OPERATIONS SPECIALIST

Job Description

Job Description

POSITION SUMMARY:

We are seeking an experienced IT Support & Operations Specialist to provide advanced technical support and operational assistance across the firm's multiple office locations and remote workforce. This position is responsible for supporting end users, maintaining technology systems, assisting with technology projects, and ensuring the reliable delivery of IT services throughout the organization.

The ideal candidate will be a self-starter with strong troubleshooting skills, a service-oriented mindset, and the ability to work independently while managing multiple priorities. This role serves as a key resource for employee technology support, onboarding, training, and adoption of firm technology solutions.

Salary Range - $60,000 - $75,000 (depending on experience)

JOB RESPONSIBILITIES:

TECHNICAL SUPPORT & TROUBLESHOOTING

• Serve as a primary point of contact for employees seeking technical support both onsite and remotely.
• Troubleshoot user access, authentication, multi-factor authentication, single sign-on, VPN/remote access, and connectivity issues.
• Provide advanced support for computer hardware, software, printers, scanners, mobile devices, and peripheral equipment.
• Support conference room technology, audiovisual equipment, Teams meeting functionality, and other office technology.
• Troubleshoot, diagnose, and resolve technical issues related to Microsoft Windows, Microsoft 365 applications, firm software, and business systems.
• Coordinate with third-party technology vendors and service providers to troubleshoot issues, manage escalations, and drive issues through resolution.
• Escalate complex issues as appropriate and assist with resolution efforts.
• Install, configure, maintain, and troubleshoot hardware and software.
• Maintain accurate records of support requests, resolutions, and system updates.
• Identify recurring issues and recommend process improvements.
• Document standard operating procedures and maintain a public IT knowledge base.

SYSTEMS ADMINISTRATION

• Administer user accounts and permissions within Active Directory, Microsoft 365, Azure, and firm applications.
• Support administration of Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and related user access and licensing.
• Support software deployments, hardware installations, system upgrades, and technology refresh initiatives.
• Perform routine system maintenance, patch management, and endpoint support activities.
• Assist with technology inventory management and asset tracking.
• Coordinate technology onboarding and offboarding, including equipment preparation, account provisioning, licensing, access changes, equipment recovery, and timely termination of system access.

EMPLOYEE TRAINING & TECHNOLOGY ENABLEMENT

• Conduct technology orientation sessions for new employees.
• Provide training on Microsoft 365 applications, firm software, cybersecurity awareness, and technology best practices.
• Develop and maintain user guides, training materials, and knowledge base documentation.
• Assist employees in effectively utilizing firm technology resources and applications.
• Support firmwide software implementations and technology rollouts through user training and communication.
• Partner with Human Resources to support technology onboarding and offboarding processes.

PROJECT & OPERATIONAL SUPPORT

• Assist with technology projects, software implementations, and office technology initiatives.
• Coordinate equipment deployments and technology upgrades across multiple office locations.
• Participate in testing, documentation, and implementation activities for new systems and technologies.
• Recommend opportunities to improve efficiency, security, and the employee technology experience.
• Act as a resource on other IT-related projects as assigned.

SECURITY & COMPLIANCE

• Support the firm's cybersecurity program by following established security policies and assisting with implementation of security-related controls and initiatives.
• Support endpoint protection, MFA, access management, and security awareness initiatives.
• Assist with vulnerability remediation and technology compliance efforts.
• Participate in disaster recovery and business continuity activities as directed.

COMPETENCIES:

• Customer Service Orientation
• Technical Troubleshooting & Problem Solving
• Ownership & Follow-Through
• Organization & Prioritization
• Written & Verbal Communication
• Initiative / Self-Starter
• Attention to Detail
• Adaptability & Continuous Learning
• Professionalism & Discretion

POSITION TYPE:

• Full-Time, Permanent

PHYSICAL REQUIREMENTS:

• Ability to sit at a desk and work on a computer for extended periods of time.
• Regular use of hands and fingers for typing, data entry, and handling computer equipment.
• Ability to read, analyze, and interpret detailed information on computer screens and in printed materials.
• Clear verbal and written communication skills to interact effectively in person, by phone, and in virtual meetings.
• Occasional requirement to stand, walk, bend, or reach while providing technical support.
• Ability to lift and carry computer equipment, monitors, and technology-related materials weighing up to 40 pounds.
• Frequent movement within office locations to provide in-person support and training.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

TRAVEL:

• Some travel may be required.
• Valid U.S. Driver's License required.
• Travel between Calibre office locations for support, training, and technology deployments may be required.

REQUIRED EDUCATION AND EXPERIENCE:

• Associate's degree or equivalent experience in Information Technology, Computer Science, or a related field.
• 3-5 years of proven experience providing technical support and systems administration.
• Experience supporting Microsoft Windows and Microsoft 365 environments.
• Strong knowledge of Microsoft Office applications, particularly Outlook, Excel, Word, and Teams.
• Experience supporting remote users and multiple office locations.
• Understanding of networking technologies and principles.
• Experience troubleshooting network printers, scanners, and endpoint devices.
• Strong customer service, communication, and problem-solving skills.

PREFERRED EDUCATION AND EXPERIENCE:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience supporting accounting or professional services firms.
• Experience with CCH ProSystem fx Engagement and CCH Axcess, QuickBooks, or similar business applications.
• Experience developing training materials and delivering employee technology training.
• Microsoft, CompTIA, or other industry certifications.
• Experience with Microsoft Azure and endpoint management solutions.

WORK AUTHORIZATION:

• Must have valid work authorization for employment in the United States.

EEO:

Calibre is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law.