Service Technician

We are currently seeking a Service Technician to support our IT operations in our Providence office location. Under supervision of the IT Services Manager, the Service Technician-Experienced provides first and second level hardware, software, and networking support.  Supported by IT team members and management in other Withum offices, this individual is accountable for providing outstanding customer service and technical support to staff throughout the Firm and their local office. This is not a remote position.

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:

• Monitoring the incident management system (ITSM)
• 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 1^st and 2^nd level hardware, software, and 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
• 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:

• 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, 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

Physical Requirements:

• 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

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