IT Service Analyst II

Service Technician – Los Angeles, CA We are currently seeking a Service Technician to support our IT operations team in Los Angeles, CA. Under the supervision of the Senior IT Services Manager, the Service Technician will provide second- and third-level hardware, software, and foundational networking support, and serve as a mentor for generalist IT team members. 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 Working closely with members of the IT team to ensure successful completion of technology projects throughout the Firm Seeking and creating opportunities for 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 Qualifications Minimum 3 years of experience in a related support service field Strong knowledge of accounting applications such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy and SurePrep (desired) Experience supporting end-users in a Microsoft environment Proficiency in Microsoft products including Teams, Microsoft 365, OneDrive, SharePoint and Outlook Associate's degree in an IT-related field or combination of education and technical training Windows 10/11, CompTIA A+, 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 Knowledge of Basic ITIL Process, SLA, Priority & Severity Matrix Self‑motivated and dedicated to continual personal and professional improvement Strong verbal and written communication skills Flexibility to adapt quickly to change within the Firm and the accounting industry Ability to work extended hours when required Ability to lift up to 50 lbs Experience working in a public accounting or professional services firm (a plus) Willingness to travel to remote offices as needed Compensation and Benefits The base salary ranges from $65,000 to $70,000. In addition to base compensation, Withum offers a competitive benefits package and a bonus program for eligible roles based on individual and firm performance. 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, pregnancy, genetic information, marital status, domestic partnership status, familial status, gender identity, citizenship status, national origin, disability, veteran status, weight, height, or any other classification protected by federal, state, or local law. #J-18808-Ljbffr WithumSmith+Brown