IT Service Analyst II

WithumSmith+Brown PC; Los Angeles (CA); On-site; USD 65,000 - 70,000; Full time

Job summary

WithumSmith+Brown PC in Los Angeles, CA is seeking a Service Technician to support the IT operations team. The role involves second and third level hardware, software, and networking support, remote assistance, and onsite technology initiatives within the firm's LA office.

Candidates should have at least 3 years of related experience, strong MS 365/Office tools skills, and an IT-focused degree or equivalent training. Travel to remote offices may be required.

Qualifications

• Minimum 3 years working experience in related support service field.
• Experience supporting end-users in a Microsoft environment.
• Strong working knowledge of Microsoft 365, Teams, SharePoint and Outlook.
• Associates degree in IT or equivalent technical training.
• CompTIA A+/Network+ or Microsoft Azure certification is a plus.

Responsibilities

• Daily monitoring of incident management system to ensure tickets are addressed promptly.
• Acknowledge support requests in a timely manner.
• Document, track, and resolve issues within SLAs.
• Provide 2nd and 3rd level hardware, software, and networking support.
• Deliver remote support to users via phone, email, chat or remote platform.
• Onsite representative for technology initiatives.
• Assist management in meeting office technology needs.

Skills

IT support

Microsoft 365

End-user support

Documentation skills

Communication skills

Teamwork

Education

Associates degree in IT

Tools

CCH Engagement

Thomson GoSystem Tax

XCM

TaxCaddy

SurePrep

Microsoft Teams

SharePoint

Outlook

Job description

Withum is a place where talent thrives - where who you are matters. It’s a place of endless opportunities for growth. A place where entrepreneurial energy plus inclusive teamwork equals exponential results. Explore different industries. Learn new skills. Connect with our diverse teams of professionals to gain insight into the career you envision. Your Career Starts with You. Experience the Transformative Power of Withum Plus You - that’s the Power in the Plus! Job Description: We are currently seeking a Service Technician to support our IT operations team in our Los Angeles, CA office.

Under the overall supervision of the Senior IT Services Manager, the Service Analyst II provides second and third level hardware, software, and foundational networking support. Supported by IT team members and management in other Withum offices, this individual is accountable for providing outstanding customer service, technical support to staff throughout the Firm and servicing in a mentoring role for all IT Team Members at the Generalist level.

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 theWithum Way, promoting personal and professional growth for all team members, clients, and surrounding communities.

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 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
• Seeking and creating opportunities of 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

The Kinds of People We Want to Talk to Have Many of the Following:

• 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 10/11, 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
• 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

The compensation for this position ranges from $65,000 - $70,000. In addition to the base compensation, Withum offers a competitive benefits package and bonus program (for eligible roles) based on individual and firm performance. Final offer amounts are based on multiple factors such as the specific role, hiring location, as well as the individual’s skills, experience and qualifications. For additional information on our benefits, visit our website at https://www.withum.com/careers/.

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, (including pregnancy), genetic information, marital status, domestic partnership status, familial status, affectional or sexual orientation, gender identity, citizenship status, national origin, disability or handicap, veteran status, weight, height, or any other classification protected by federal, state, or local law.

At Withum, all employment opportunities are posted and accepted applications are received exclusively through our official Careers website.

The Withum Way We believe that knowing who you are comes from knowing what you stand for. At Withum, we stand for doing things The Withum Way. This unique philosophy and culture, built on integrity, trust and transparency, give us the power to create immense opportunities for our clients, team members and communities.

That's the Power in the Plus!

Withum is committed to providing equal employment opportunities and an accessible recruiting experience for all applicants.

If you require a reasonable accommodation to search for a position, complete an application, participate in the interview process, or otherwise engage in any part of the hiring process due to a disability, please contact us for assistance.

We will work with qualified individuals to provide reasonable accommodations in accordance with applicable laws and our commitment to an inclusive workplace.