Senior Technician at EisnerAmper LLP in Philadelphia, Pennsylvania

Job Description:

Job Description

EisnerAmper has experienced significant growth and is seeking a Senior Technician in our Philadelphia, PA office. This individual will join our Help Desk team will provide high quality technical assistance and support services for incoming queries and issues related to computer systems, software and hardware for our global workforce. The Senior Technician will provide incident support for Level 1 and 2, and escalations and also act as a first point of contact when the Help Desk is facing high volume calls. Support provided through a series of actions such as over the phone, face-to-face, or ticketing system. This individual will have a strong understanding of desktop operating systems, hardware architecture, is problem solver, and understands what impeccable customer service is all about. The Senior Technician will be responsible for ensuring ETI achieves creating value for users and the business.

Responsibilities

• Monitor help desk queue and process incidents in a timely manner adhering to defined ticket SLA's.


• Follow-up with users to ensure incident has been resolved.


• Update incident ticket status, resolution and close details.


• Escalate unresolved incidents and problems to Level 3 support.


• Perform remote troubleshooting for computers and mobile devices through diagnostic techniques and pertinent questions.


• Understand and be understood by non-IT employees.


• Read, understand, and follow technical procedures and processes.


• Work as part of a team of technicians and independently.


• Install, configure computer hardware operating systems, applications, and perform routine maintenance. Troubleshooting and repairing network connectivity issues.


• Support VOIP telephony systems and video conferencing hardware and software.


• Modifies and maintains specific end-user application security.


• Maintain regular and predictable attendance.


• Requires on-call availability in rotating 24x7x365 schedule.


• Communicate with external vendors related to software and hardware issues.


• Stay current with system information, changes and updates.


• Performs other related duties as assigned or requested.


• Flexibility to travel to other local offices when needed.

Basic qualifications for the opportunity

• Bachelor's Degree in Computer Science or related field.


• 3-4+ years' experience as a Sr. Help Desk Technician/Analyst.


• Strong understanding of Microsoft operating systems and office products.


• Strong understanding of TCP/IP, Networking, VPN and WiFi technologies.


• PC imaging, and support audio/video conferencing equipment.


• Experience in using Ivanti or a similar ticketing system.


• Proven problem solver.


• Strong customer service.


• Ability to communicate effectively in oral and written form.


• Active listener.


• Attention to detail and think logically.


• Strong importance of being responsive to incidents and escalations.


• Ability to prioritize workload and manage time effectively.


• Ability to handle multiple and changing priorities with confidence.


• Ability to work under pressure.

Ideally, you'll also have

• Experience with CompTIA Server+/Network+, CWNA/CWTS, HDI DST, ITIL Foundation, MTA

Location
Philadelphia, PA

Preferred Location: