Senior Service Technician

Under the supervision of the Senior IT Services Manager and assigned IT Services Supervisor, the Senior Service Technician of WithumSmith+Brown (WSB) requires advanced knowledge and experience in solving firm-wide Team Member technology issues and more advanced knowledge of hardware, software, networking and support as well as service processes or procedures. 

RESPONSIBILITIES - DUTIES:  

Any one Senior Tech role may not include all the duties listed nor do listed examples include all tasks which may be required of this position. To perform this job successfully, an individual must be able to perform each essential duty of the position effectively, efficiently and repeatedly.  

• May assist in overseeing and coordinating service staff activities and services if needed 
• Provides assistance and training to other Service Technicians in solving more advanced Team Member problems and inquiries
• Refers problems and inquiries to more experienced technical staff or leadership if necessary
• Provides basic training to Team Members as needed
• Analyzes and verifies statistical information within the ITSM tool to ensure the accuracy of computer reports and data integrity
• Maintains ITSM KB of problems and accompanying resolutions and utilizes the Service staff to research and solve problems  
• Assists IT leadership and other IT technical staff in developing departmental and Service guidelines and operating procedures
• Establishes priorities on Service tickets based on established departmental guidelines and procedures
• Creates and administers new Team Member accounts, passwords, and privileges/rights as assigned and directed by system administrators
• Acts as a liaison between all IT verticals
• Fundamental working knowledge of Video Conferencing and Audio Visual hardware 

PERFORM EXPECTED SERVICE TECHNICIAN RESPONSIBILITIES:  

• Responds to Team Member questions and inquiries via telephone, email, web and other communication methods
• Enters, assigns and tracks service requests in the ITSM system
• Refers service issues to IT leadership
• Provides technical support and solves the basic and more routine Team Member hardware and software problems or questions including computer hardware and software and enterprise system software  
• Provides professional, courteous, prompt and accurate support and solutions to Team Members
• Communicates, analyzes and troubleshoots routine Team Member problems and provides proper solutions or remedies
• Properly documents problem tickets into the ITSM System  
• Assists other IT technical staff in providing Team Members feedbacks and support
• Updates Service database information
• Follows up and communicates ticket information to Team Members when appropriate
• Performs computer imaging and installation as needed
• Follows Service departmental guidelines and operating procedures
• Work closely with other IT staff to acquire additional technical and nontechnical knowledge
• Performs other related duties as required 

MINIMUM QUALIFICATIONS  

• Completion of a Bachelor’s degree from an accredited college in computer science, computer information systems or a related field; or an equivalent combination of training and relevant work experience may be substituted for training/experience on a year-for-year basis
• Three (3) years of increasingly responsible experience performing service/operations functions
• Knowledge of principles and operations of computer systems and related peripheral equipment
• Ability to analyze and troubleshoot Team Members problems via several methods of interaction  
• Ability to maintain knowledge of current technology and able to learn new technology
• Ability to communicate professionally, accurately, and effectively, both verbal and written, in all communication mediums
• Ability to understand and respond to Team Member questions in an effective and courteous manner
• Ability to convey technical procedures and directions in layman’s terms  
• Proficiency with operating systems, including Windows 10 and MAC operating systems  
• Possess advanced knowledge and understanding of networking and personal computer hardware including mobile devices and Operating systems
• A+ and/or MOS certification and other industry recognized advanced certifications
• Knowledge on accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy and SurePrep
• Ability to lift 50 lbs 

DESIRABLE QUALIFICATIONS  

• Five (5) years of increasingly responsible experience performing service/operations functions
• ITIL Certification 

The compensation for this position will vary by location. If you reside in New York, please see below. 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/.

New York City ranges are from $85,000 - $110,000 annually

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