Technical Support Analyst

WHO WE ARE

Elliott Davis pairs forward-thinking tax, assurance and consulting services with industry-leading workplace culture. Our nine offices — located in the fastest growing cities in the US — are built on a foundation of inclusivity, collaboration, and collective growth. We work daily to provide exceptional service to our people, customers, and our communities. Audit and assurance services are provided by Elliott Davis, LLC(doing business in NC and D.C. as Elliott Davis, PLLC), a licensed CPA firm.

The Technical Support Analyst is responsible for providing desktop support and limited desktop administration for the Firm’s in-house employees, contract employees, and remote employees. This person will work with internal clients and peers in the identification, escalation, and resolution of issues, delivery of projects, software/hardware testing, training, and product documentation support. This position is envisioned as an opportunity for an entry-level technology professional with a moderate degree of existing experience, a positive attitude, and a high interest level in technology to provide world-class support and service in an exciting and fast-paced environment.

Responsibilities

• Maintaining, repairing, and troubleshooting desktop hardware and software packages, as well as mobile desktop hardware and software packages, including devices such as Android and iPhone

• Loading workstations for new hires, including desk and office setup with required hardware

• Creating documentation such as guides for end-users that describe steps for operating various hardware and software platforms

• Helping maintain our firm's internal IT ticketing system, ensuring ticket issues are resolved efficiently and in a timely manner

• Working closely with various firm members to answer their technical inquiries, debug issues, and make recommendations

• Assist with troubleshooting and resolution of trouble tickets across Firm footprint, including but not limited to: phone support, remote support, onsite support

• Document procedures and best practices when necessary

Requirements

• Bachelor’s degree strongly preferred

• Periodic travel is required for projects, training, office relocations, office visits, or to assist other Support Analysts

• This is a fulltime in-office role with the ability to work remotely on a limited basis after training

• 1-2 years’ professional experience working in IT, tech-support, or related field

• Previous customer service experience strongly preferred

• Familiarity with technical concepts, practices, and procedures including Active Directory, workstation imaging, and Microsoft System Center

• Proactive nature and ability to rely on your experience and judgement to plan and accomplish goals

• Excellent written, communication, and social skills

• The ability to work both independently and collaboratively with a team

• Strong analytical and critical-thinking skills; ability to develop creative solutions

• Ability to occasionally lift up to 50 pounds

#LI-EG1

WHY YOU SHOULD JOIN US

We believe that when our employees are able to thrive in all facets of life, their work and impact are that much greater.
That's right – all aspects of life, not just your life as an employee, because we understand that there's life beyond your job. Here are some of the ways our work works for your life, your growth, and your well-being: 
•    generous time away and paid firm holidays, including the week between Christmas and New Year’s
•    flexible work schedules
•    16 weeks of paid maternity and adoption leave, 8 weeks of paid parental leave, 4 weeks of paid  and caregiver leave (once eligible) 
•    first-class health and wellness benefits, including wellness coaching and mental health counseling
•    one-on-one professional coaching
•    Leadership and career development programs
•    access to Beyond:  a one-of-a kind program with experiences that help you expand your life, personally and professionally

NOTICE TO 3RD PARTY RECRUITERS
Notice to Recruiters and Agencies regarding unsolicited resumes or candidate submissions without prior express written approval. Resumes submitted or candidates referred to any employee of Elliott Davis by any external recruiter or recruitment agency by any means (including but not limited to via Internet, e-mail, fax, U.S. mail, and/or verbal communications) without a properly executed written contract for a specified position by an authorized member of the Talent Acquisition team become the property of Elliott Davis. Elliott Davis will not be responsible for, or owe any fees associated with, referrals of those candidates and/or for submission of any information, including resumes, associated with individuals.
 

ADA REQUIREMENTS
The physical and cognitive/mental requirements and the work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements
While performing the duties of this job, the employee is:
•    Regularly required to remain in a stationary position; use hands repetitively to operate standard office equipment; and to talk or hear, both in person and by telephone
•    Required to have specific vision abilities which include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Cognitive/Mental Requirements
While performing the duties of this job, the employee is regularly required to:
•    Use written and oral communication skills. 
•    Read and interpret data, information, and documents. 
•    Observe and interpret situations. 
•    Work under deadlines with frequent interruptions; and
•    Interact with internal and external customers and others in the course of work.