Withum is a forward-thinking, technology-driven advisory and accounting firm, helping clients to Be in a Position of Strength^SMin today’s modern business landscape. Withum empowers clients with innovative tools and solutions to address their accounting, tax, and overall business management needs. Withum is a place where talent thrives. We recruit only the best and brightest people, with a genuine passion for the business.

We are currently seeking a Service Technician to support our IT operations in our Providence office location. Under supervision of the IT Services Manager, the Service Technician-Experienced provides first and second level hardware, software, and networking support. Supported by IT team members and management in other Withum offices, this individual is accountable for providing outstanding customer service and technical support to staff throughout the Firm and their local office. This is not a remote position.

Withum's brand is a reflection of our people, our culture and our strength. Withum has become synonymous with teamwork and client service excellence. The cornerstone of our success can truly be accredited to the dedicated professionals who work here every day, whose mission is to help our clients grow and thrive - to be in a position of strength. But our commitment goes beyond our clients as we continue to live the Withum Way, promoting personal and professional growth for all team members, clients, and surrounding communities.

How You’ll Spend Your Time:

Monitoring the incident management system (ITSM)
Timely acknowledging support requests
Documenting, tracking, and resolving issues within published service level agreements
Documenting and tracking hardware distribution via firm asset management software (ITAM)
Effectively communicating support efforts and resolutions
Providing 1^st and 2^nd level hardware, software, and networking support
Delivering remote support to users throughout the Firm via phone, email, chat or our remote support platform
Acting as an onsite representative for technology initiatives
Assisting management in proactively meeting the technology needs of the office by keeping IT management abreast of issues and activities
Working closely with members of the IT team to ensure successful completion of technology projects throughout the Firm
Other responsibilities may be assigned as needed
Completing all required CPE learning hours and yearly goals effectively and timely

The Kinds of People We Want to Talk to:

Minimum 3 years working experience in related support service field
Strong working knowledge of accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy and SurePrep (desired)
Experience supporting end-users in a Microsoft environment
Strong working knowledge of but not limited to – Microsoft Products including Teams, Microsoft 365, OneDrive, SharePoint and Outlook
Associates degree in an IT related field or combination of education and technical training required
Windows 10, CompTIA A+, or CompTIA Network+ or Microsoft Azure certification
Experience troubleshooting computer and mobile device hardware
Foundational knowledge in video conferencing and audio-visual hardware
Understanding of networking fundamentals
Understanding of Basic ITIL Process, SLA, Priority & Severity Matrix
Self-motivated and dedicated to continual personal and professional improvement
Strong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staff
Flexibility to adapt quickly to change within the Firm and within the accounting industry

Physical Requirements:

Must be able to work extended hours when required
Ability to lift up to 50lbs
Experience working in a public accounting, or other professional services, firm a plus
Willingness to travel to remote offices as needed

Withum will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because they are a protected veteran.

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