L2 IT Support Technician

Role overview

Provide second-line IT support to accounting professionals, resolving issues that need human help through a service desk queue and occasional onsite visits. The role combines remote troubleshooting, deskside assistance, careful ticket handling, and support for offices in an assigned region, with additional nationwide coverage as needed.

Responsibilities

- Take ownership of escalated support tickets, aiming to resolve issues at first contact and within service-level deadlines. - Troubleshoot Windows devices, Microsoft 365, virtual desktops, endpoint management, security tools, printing, conference equipment, and office connectivity. - Assist with tax and audit software and related spreadsheet add-ins; escalate application issues when they need specialist support. - Keep ticket records accurate and current, document troubleshooting, and confirm with users before closing requests. - Write and maintain knowledge articles so colleagues and automated support can handle recurring questions. - Visit regional offices for routine technology support, document each visit, and participate in scheduled shift, on-call, and busy-season coverage.

Requirements

- At least three years of remote and deskside end-user support experience, including experience in public accounting. - Strong troubleshooting skills with Windows, Microsoft 365, and virtual desktop environments. - Working knowledge of tax and audit applications and spreadsheet add-ins used in accounting settings. - Familiarity with endpoint management, identity tools, and IT service management practices. - Clear communication, customer service, and knowledge-base writing skills. - A reliable, process-focused approach, with initiative and openness to coaching and improvement.

Nice to have

- A bachelor’s degree or relevant IT certifications; these are preferred but not required. - Experience with endpoint management platforms and ITIL practices.