Level II IT Support Technician

Level II It Support Technician

Reid Accountants + Advisors is an independent, full-service accounting and advisory firm specializing in accounting and consulting services for businesses and individuals. We currently have offices in Long Island, NYC, White Plains and South Carolina. Join a rapidly growing organization with a strategic vision and dynamic plan.

We are seeking an experienced Level II IT Support Technician to join our team. The ideal candidate will be responsible for providing technical assistance and support related to computer systems, hardware, and software for our organization. This includes handling incoming help requests via telephone and ticketing system, documenting user information, and collaborating with the IT Director to resolve technical issues. The role requires strong analytical and problem-solving skills, excellent communication, and a customer-oriented mindset.

Key Responsibilities:

• Field incoming help requests from end users via both telephone and ticketing system.
• Document all pertinent end user identification information, including name, contact information, and nature of problem or issue
• Works with the IT Director to resolve technical problems with desktop computing equipment and software
• Utilize remote control software to remotely troubleshoot and fix user problems for other offices
• Install, configure, and maintain laptops, desktops, and printers according to firm specific
• Support various software packages including Microsoft Office for Windows, anti-virus, backup, email clients, email servers, ActiveSync, VPN client, Adobe Products, Internet Browsers and various tax and engagement software
• Escalate IT issues when necessary
• Help maintain inventory logs
• Provide clear & concise information through written and verbal communications
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Build rapport and elicit problem details from help desk customers
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Learn software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Occasional travel to branch offices required
• After-hours and weekend on-call support required (rotation)
• On premise, Saturday support required during busy season, January 1st through April 15th (rotation)
• Lifting and transport of computers and peripherals.

Qualifications and Requirements:

· Formal Education & Certification: A+ is preferred and ITIL Foundation is preferred.

· Expert knowledge of computer hardware, desktop and server operating systems.

· Application support experience with Group Policy and Microsoft Office.

· Application support experience with, CCH Axcess, ProFX Engagement, Thomson GoFileRoom, UltraTax and QuickBooks is preferred.

· Experience with

o Exchange is preferred.

o BYOD/MDM and ActiveSync Server are a plus.

o Active directory including creating, maintaining, deleting users and groups.

o Accounting Firm is preferred.

· Proficient with DNS and DHCP.

· Solid understanding of wireless technologies, corporate networks and connectivity between users and servers.

· Must be willing to work outside of normal business hours when necessary and extra hours during the busy seasons.

· Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Strong documentation skills.

Job Type: Full-time

Schedule: Monday – Friday, 9:00AM – 5:30PM

Work Location: In person only

Ability to commute/relocate: Woodbury, NY: Reliably commute or planning to relocate before starting work (Required)

This position operates as part of a US East Coast-based team, with typical working hours aligning with EST to facilitate effective collaboration.

We are excited to invite talented individuals to join our dynamic team! This position offers a competitive salary range of $85K – $95K annually, commensurate with experience and qualifications.

In addition to a rewarding career, we provide a robust benefits package, including:

• Health, Dental, and Vision Insurance (with options for fully paid employee only coverage for health and dental)
• Company-Paid Life and Long Term Disability Insurance
• Ancillary Benefits such as supplemental life insurance and short-term disability options
• Classic Safe Harbor 401(k) Plan with employer contributions
• Opportunities for professional growth, learning, and development including access to Becker and LinkedIn Learning

We are committed to fostering a supportive and inclusive workplace where every team member can thrive. Apply today to be part of a company that values its people and their contributions!