Help Desk Service Analyst

US-WA-Spokane
Job ID
2017-1941
Category
Internal IT

Overview

Go Beyond the Ordinary. Join Wipfli LLP.

We are excited that you made the decision to consider joining Wipfli LLP. In doing so, you’ve decided to go beyond the ordinary public accounting and consulting firm. We hope that you find, in Wipfli LLP, the firm where you will meet all of your goals and aspirations in life and work. Guided by our mission statement, “To contribute to the success of our associates and clients”, we will contribute to your development of technical and soft skills, so you can ensure our clients are successful.

Since 1930, we have grown to be a thriving national firm, with a local presence, and subject matter experts of a large firm. We will help our associates and clients -- and perhaps you -- thrive. All along, the Wipfli Way has guided us in making our associates and clients successful, and creating a culture that values relationships.

As we begin our relationship with you, we look forward to learning how we can help turn your ideas into realities, and how you will turn the challenges of our clients into opportunities for their success. To further explore more about The Wipfli Way and all we have to offer, please go to our website www.wipfli.com to learn more.

 

Wipfli LLP is seeking candidates for a Help Desk Service Analyst role in the Spokane market. Under the direction of the IT Manager and working a second shift schedule, this professional provides quality technology support to firm associates, ensuring a high degree of customer satisfaction, timeliness, and consistency, in accordance with firm policies and procedures.

Responsibilities

  • Provide excellent customer service support to firm associates for core MS Office products or other hardware and software issues of low complexity. 
  • Resolve issues in accordance with HelpDesk Procedures.
  • Provide on-site issue resolution of hardware and software issues of low complexity in assigned offices. 
  • Act as the IT liaison between firm associates and other support staff in the process of issue resolution for escalated issues.
  • Acquire and maintain knowledge of firm systems and support policies and procedures. 
  • Record all actions, communications, and resolutions for issues being investigated in appropriate systems according to firm policies and procedures.
  • Escalate complex hardware and software issues per HelpDesk policy.
  • Provide on-call support outside of normal business hours for firm associates hardware and software issues on a rotating schedule with other Service Analysts.
  • Review and maintain Help Desk documentation and knowledge base as directed or indicated according to firm policies and procedures.
  • Review and recommend improvements to service support procedures.
  • Participate in IT projects as directed. 

Qualifications

 

  • Requires a High School Diploma or an equivalent combination of education and experience
  • An Associate Degree in Information Technology would be preferred
  • Prior computer system experience including Windows Operating System and knowledge of Microsoft Office products  Hardware maintenance and repair skills desired
  • Proficient in Word, Excel, and Outlook
  • Other: Experience with Power Point preferred 
  • Ability to work a second shift schedule of 1-9 Pacific Time

 

 

Women, minorities, veterans and individuals with disabilities are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

 

Our recruiting team will guide you through our evaluation and interviewing process. We will communicate an update on your status as soon as possible

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Don’t See Your Dream Job? Connect With Us!

Don't see a current position posted for your area of interest, specialty, or are not ready to formally apply at this time?

Use the Connect with us feature to forward your information to a member of our recruiting team. We will reach out to you very soon and will also keep you posted on any new positions as they become available.