JOB DESCRIPTION

Are you interested in becoming a valued member of a remarkable team and firm? A place where your talents can shine as you assist clients in improving their financial, tax, and business aspects? Are you seeking a collaborative, innovative, and fulfilling work environment where your contributions are recognized and rewarded?
Look no further! With over 100 years in the industry, our firm serves clients locally and globally. Our expertise extends across a wide array of industries, ensuring that we can cater to the unique needs of clients from diverse sectors.
Join our team and experience a collaborative and enriching work environment. With an emphasis on continuous technical training and the development of essential skills, we prioritize your success by providing the tools and resources needed to thrive in the world of public accounting!

JOB SUMMARY:

The Service Desk Associate provides end-user IT support to team members across all 5 H&B offices while working from our Watsonville office and remotely, as approved by management. The role works closely with the existing IT team, COO, and CIO to promote the safety, soundness, and stability of the computing environment. The position can have a flexible start time no later than 11 am while providing late-night coverage until 9 pm once per week, pending schedule approval by management. During busy season (9/1 through 10/15 and 1/1 through 4/15) the position will rotate Saturday coverage with other members of the IT team.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the job requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
End User Support
-
- Assist all team members with the daily operation of applications and systems, leveraging existing ticketing and remote support platforms.
- Assist Watsonville team members with workstation and peripheral operations, such as troubleshooting docking stations, conference room equipment, mobile devices, etc.
- Maintain accurate, detailed ticket notes to assist in improving internal documentation and processes.
- Escalate issues to senior IT resources as needed
Application Support
-
- Escalate issues to vendor support with appropriate documentation and follow-up
- Stay abreast of key vendor application and support news, release, notes, status pages, etc.

Infrastructure Support

• Assist other IT team members with tasks requiring a physical presence in the Watsonville server room, such as UPS battery replacement, power shutdowns, equipment move/replace/retirement
• Participate in IT projects such as application deployments, system implementations, routine maintenance activities, and creating end-user training materials.
• Administrative Support
• Work independently with a minimum of supervision
• Follow all policies and procedures established by H&B

The successful candidate will have:

• Minimum 1-year practical IT experience, preferred background working with high-touch end-users in a professional environment
• Comfort troubleshooting Windows 10/11 desktops, wireless networks, and basic M365 tasks such as sign-ins, password resets, MFA enrollment, etc.
• Experience participating in application implementation and training projects
• Strong problem-solving and analytical skills
• High level of enthusiasm to work collaboratively in a team environment to meet and exceed expectations for internal and external clients
• Ability to work independently and is self-motivated to complete tasks and assignments with a minimum amount of supervision
• Experience in managing multiple tasks and in organizing and prioritizing work assignments and ongoing duties in high high-pressure environment
• Ability to communicate effectively and timely manner in writing and verbally with colleagues, clients, and other external partners
• Ability to handle confidential information
• Ability to work effectively in a diverse team environment