IT Service Desk Technician

Overview

GR8 Global is a firm forged by an affinity of top 100 accounting firms in the United States with the objective of coming together and redefining the workplace while providing additional value to our partners. We believe that there is a huge pool of talent outside of the US. Our mission is to bring together the best talent and match them with excellent work opportunities based on their core competencies, skill sets, and overall experience and exposure in the different areas of audit, accounting, and similar financial-related areas. We prioritize creating a positive and inclusive workplace culture where all talents are valued and developed.

We are seeking a skilled and motivated IT Service Desk Technician who will professionally support the daily operations of the Internal Technologies Department by providing IT assistance and training to team members, responding to technology-related requests, and applying technical expertise to effectively address and resolve issues.

Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Assembles and configures network components and associated services.
• Configures and maintains basic network operations, including assembly of network hardware, and provides assistance to the Service Desk Administrator.
• Performs network troubleshooting to isolate and diagnose common network problems.
• Installs upgrades and configures network printing, directory structures, rights, security, software and files services.
• Creates and maintains user accounts in the Active Directory, Terminal Server, and CCH Document.
• Consults with System Administrator or Service Desk Coordinator on hardware issues, research problems and fixes.
• Assists System Administrator with the data backup processes.Monitors the Internal Technology Department’s service desk ticket database and responds to submitted customer service tickets.

Qualifications

• Bachelor's degree; or 5+ years related experience and/or training; or equivalent combination of education and experience.
• Willing and able to work evenings or weekends for network maintenance, software update installations, and on-call as needed.
• 5+ years Microsoft Office 365
• 5+ years Microsoft Windows 10 & 11
• 3+ years CCH Applications (CCH Axcess and/or CCH ProSystem fx user support )
• Active Directory experience
• Remote Support Tools
• Network Fundamentals
• Basic TCP/IP, DNS, DHCP troubleshooting skills
• Knowledge in OS installation, upgrade, and recovery and User and group account management
• Ticketing System Knowledge (Familiarity with systems like ServiceNow or FreshService)
• Demonstrate excellent communication skills, strong problem-solving ability, effective time management, adaptability to changing demands, and a collaborative approach to teamwork.

WFH TECHNICAL REQUIREMENTS:

• Minimum Internet Speed: 50-100 Mbps
• Dedicated Home Office Area: Private, quiet workspace
• Business Continuity Plan: Power and Internet Backup is a MUST