Overview:
As an IT Service Desk Associate at Frank, Rimerman + Co LLP, you will be the friendly face and voice that users turn to when they need help with computer issues. Your mission? To solve their tech puzzles and keep things running smoothly. Your focus is on delivering timely resolutions, with the discretion to escalate complex issues when needed. Your objective is to uphold the firm's exceptional service standards and preserve client value through outstanding IT support.
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Responsibilities:
Technical Support & Incident Management
- Provide top-tier technical support to C-Suite Executives, VIPs, and end-users, ensuring courteous and professional service.
- Troubleshoot and resolve hardware and software issues, utilizing remote support tools as needed.
- Log, manage, and escalate incidents and service requests, maintaining detailed records for future reference.
- Availability: Candidates should be prepared for the possibility of being contacted to provide critical support to our users in the event of an emergency, ensuring business continuity during urgent situations.
- Responsiveness: Remain available for emergency assistance throughout busy periods as needed.
Hardware & Software Management
- Install, configure, and maintain hardware devices and software applications.
- Perform routine maintenance and updates on hardware and software to ensure system security and efficiency.
User Account & Operating System Support
- Assist with operating system issues and manage user accounts across various systems, ensuring proper access and permissions.
Security & Compliance
- Adhere to security best practices, educate users on security protocols, and respond to security incidents to protect organizational data and systems.
Documentation, Education & Vendor Coordination
- Maintain up-to-date documentation and knowledge-based articles.
- Conduct training sessions and create user guides for IT best practices.
- Coordinate with external vendors for support and procurement of IT equipment.
Problem Solving & Team Collaboration
- Employ critical thinking to troubleshoot issues with PCs, printers, and other devices.
- Collaborate with IT teams to address cross-functional issues.
Travel & Employee Transitions
- Be willing to travel to other offices as needed.
- Support IT aspects of employee transitions in collaboration with Human Resources.
Qualifications:
- Executive Support Experience: Proven track record with Senior Level C-Suite Executives and VIPs.
- Communication Skills: Exceptional communication and interpersonal abilities.
- Technical Proficiency: Familiarity with Microsoft 365 Suite, Teams, Audio/Video technologies, conference room setups, Microsoft CoPilot or other AI-related technologies, and Microsoft SharePoint is a plus!
- Educational Background: A bachelors degree or equivalent coursework in IT or a related discipline.
- Work Experience: At least 1-2 years of experience in IT Support or a similar role.
- Certifications: CompTIA A+ certification or similar is beneficial.
As part of the IT Service Desk team, you will engage in various physical activities critical to delivering effective support. This includes:
- Lifting, standing, and carrying IT hardware
- Utilizing tools and ladders for hardware access
- Crawling or kneeling in confined spaces to manage user workstations
Frank, Rimerman is consistently recognized as One of the Best Places to Work by the Silicon Valley Business Journal and one of the top 20 firms in the nation by Vault Career Intelligence. We are proud to be called one of the Best of the Best by Inside Public Accounting. We believe that along with building your professional career, you should also have time for a life outside of work. Our culture is focused on our employees interests, both inside and outside the office.
The hourly range for this role is $27.00 - 35.00 per hour. The pay range reflects the San Francisco Bay Area.
Applicants must be authorized to work in the United States. This position is not eligible for sponsorship and we do not sponsor applicants for work visas. It is our policy and intent to provide equal opportunity to all persons without regard to race, color, religion, sex, pregnancy, marital status, sexual orientation, age, national origin, disability, or medical condition as defined in state and federal laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.