IT Support Coordinator

Provide first-contact service desk support, troubleshoot end-user issues, and help onboard new staff in a hybrid IT support role.

Responsibilities

• Handle first-contact support requests through the service desk via telephone, web portal, email, and chat to deliver courteous, timely, and effective resolution.
• Troubleshoot end-user hardware and software issues across desktops, laptops, printers, and mobile devices.
• Deploy pre-packaged software using distribution tools and established processes as requested by end users.
• Train and provide on-site orientations for new staff on office computer applications.
• Document, actively resolve, and escalate incidents as needed to maintain SLA expectations.
• Build rapport with service desk customers and elicit relevant problem details.
• Prioritize incidents and service requests using defined processes to meet defined SLAs.

Requirements

• Experience supporting Windows 10/11 desktops; basic knowledge of Windows 2019 or higher server operating systems.
• Working technical knowledge of basic computer hardware; Dell laptops and desktops knowledge is a plus; Apple workstations is a plus.
• Basic understanding of TCP/IP, routers, firewalls, Microsoft Exchange, Active Directory, and network printers.
• Experience with Microsoft 365 suite; InTune endpoint management knowledge is a plus.
• Experience with help desk incident tracking tools to log, track, and maintain incident history; knowledge base experience is preferred.
• Remote control tools experience (e.g., Splashtop) is a plus, not required.
• Remote access applications experience (e.g., Azure Virtual Desktop) is a plus, not required.
• Experience with Wolters Kluwer CCH accounting product line is a plus, not required.
• Bachelor’s degree in Information Technology or a related field is preferred.
• Strong verbal and written communication skills and interpersonal skills.
• Ability to train and provide on-site orientations for new staff on office computer applications.
• Can work in a fast-paced environment with patience and professionalism during stressful situations.
• Self-motivated and able to work efficiently with minimal supervision, while also collaborating in a team environment.
• Ability to work additional hours as needed to meet assignment and internal or team deliverables, including scheduled on-call coverage during peak season.
• Capable of lifting and transporting objects such as computers, printers, and peripherals.
• May need to travel to other PKFOD office locations; must have a valid driver’s license and a vehicle for transportation between offices.
• Must be able to work in-office a minimum of 3 days per week.
• IT experience within an accounting firm or prior IT support role experience is a plus.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.

Technologies

• Windows 10, Windows 11
• Windows 2019
• TCP/IP, routers, firewalls
• Microsoft Exchange
• Active Directory
• Network printers
• Microsoft 365
• InTune endpoint management
• Help Desk incident tracking tools
• Splashtop
• Azure Virtual Desktop
• Wolters Kluwer CCH accounting product line
• Web portal, telephone, email, chat

Compensation & Benefits

• Salary range: $50,000 - $60,000 per year
• Actual compensation dependent on role, office location, and individual qualifications, experience, skills, and certifications
• Medical, Dental, and Vision plans
• Basic Life, AD&D, and Voluntary Life Insurance
• 401(k) plan and Profit-Sharing program
• Flexible Spending & Health Saving accounts
• Employee Assistance, Wellness, and Work-life programs
• Commuter & Parking benefits programs
• Inclusive Parental Leave Benefits
• Generous Paid Time Off (PTO)
• Paid Firm Holidays
• Community & Volunteering programs
• Recognition & Rewards programs
• Training & Certification programs
• Discretionary Performance Bonus

Additional Information

• Work authorization: Applicants must be currently authorized to work in the United States on a full-time basis; PKF O'Connor Davies Advisory, LLP cannot provide visa sponsorship now or in the future.
• Staffing agencies: PKF O'Connor Davies Advisory, LLP will not be utilizing agencies for this position; do not forward resumes to PKFOD partners or employees at any locations; unsolicited resumes become the property of PKFOD.

Location: Woodcliff Lake, NJ (hybrid)