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Desktop Support Associate

Bethesda, MD

Focus on what counts at Citrin Cooperman!  We are a growing nationally recognized full-service accounting, tax, and consulting firm, currently seeking a Desktop Support Analyst in our Bethesda location. We are among the nation’s top 25 largest accounting firms with over 800 partners and staff and 9 offices located throughout the Northeast.

Position Overview

The Desktop Support Associate’s primary role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and application support. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Candidate may be required to interact with other members of the IT Team to diagnose and resolve unique problems. At times, the candidate may be asked to assist in the maintenance and testing of network, servers and/or associated equipment.
  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Utilize remote control software to remotely troubleshoot and fix user problems.
  • Install, configure and maintain laptops, desktops, and printers.
  • Manage phone system (with assistance from outside vendor when needed).
  • Support various software packages including Microsoft Office for Windows, anti-virus, backup, email clients, email servers, Blackberry Enterprise Server, ActiveSync, VPN client, Adobe Products, Internet Browsers and various tax and engagement software.
  • Escalate IT issues when necessary.
  • Develop user training manuals, help sheets, frequently asked questions lists and procedures for end users where applicable.
  • Provide clear & concise information though 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
Position Requirements
Formal Education & Certification
  • A+ is preferred.
  • ITIL Foundation is preferred.
  • Other IT certification helpful but not required.
Knowledge & Experience
  • Expert knowledge of computer hardware.
  • Expert knowledge of desktop and server operating systems.
  • Application support experience with Citrix, Group Policy and Microsoft Office.
  • Application support experience with Caseware, ProFX Tax, ProFX Engagement, Thomson GoFileRoom and QuickBooks is preferred.
  • Experience with Exchange is preferred.
  • Experience with Blackberry Enterprise and ActiveSync Server are a plus.
  • Strong documentation skills.
  • Experience with active directory including creating, maintaining, deleting users and groups.
  • Experience with mobile device management.
  • Proficient with DNS and DHCP.
  • Solid understanding of corporate networks and connectivity between users and servers.
  • Solid understanding of wireless technologies.
Personal Attributes
  • Experience with Accounting Firm is preferred.
  • Willing to work outside of normal business hours when necessary.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Exceptional written and oral communication skills.
  • Ability to present ideas in user-friendly language.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Highly self-motivated and detail oriented.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service.
  • Experience working in a team-oriented, collaborative environment.
  • Shows initiative and follow-up to ensure successful results.