IT Support Technician

Katz, Sapper & Miller • Full-time • Indianapolis, Indiana, United States • 2d ago

We’re KSM, one of the top 50 largest independent advisory, tax, and audit firms in the United States. Through our deep experience across multiple disciplines and industries, we provide our clients with the inspiration, insight, and technical expertise they need to achieve great things.

Our firm is rooted in entrepreneurialism and committed to excellence – for our employees, our clients, and our communities. At KSM, you’ll be empowered to hone your skills and develop your interests. You’ll feel valued and cared for – and challenged – in a fun, collegial environment where you’re appreciated as an individual with singular talents. And you’ll be rewarded for growing, leading, and innovating. Because our vision for you is that you come to work every day and do your very best work. To be there for your teammates. To best serve our clients. And to realize your full potential as a professional – and as a person.

Headquartered in Indianapolis, we have multiple offices and serve an impressive roster of clients across the nation who count on us to be their trusted advisors.

Position Summary:

This is an onsite role is responsible for Tier 1/Tier 2 helpdesk support for 700+ staff across multiple locations. Support includes problem determination, problem/incident recording, problem resolution and problem escalation for KSM supported products and services. Support is predominantly provided via remote support tools and phone, but some in person support may be necessary. Products supported include: Networks, Client/Server Systems, Laptop/Desktop Systems, Application Software, Remote connectivity (VDI, VPN, etc.), Peripheral Devices applications, and others.

Responsibilities:

Resolve IT Helpdesk problems reported to the KSM IT Helpdesk.
Field incoming help requests from end-users via formalized help desk ticketing system.
Provide problem resolution for all users with hardware, software, network/infrastructure and application problems.
Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
Provide accurate and timely logging of problems and resolution for problems in the KSM knowledge base.
Escalate problems as appropriate following helpdesk procedures.
Maintain communications with end-users during the problem resolution process.
Utilize the service desk ticketing system to document all pertinent information regarding the technical issue.
Create knowledge base articles as an opportunity to address repetitive help desk requests.
Maintain in-depth knowledge of helpdesk supported products and services.
Work with the IT Support Services Manager to identify computer training that will enhance and improve the technology services delivered to the end-user.

Requirements/Qualifications:

2+ years of experience supporting a staff of 50 or more people.
The ability to participate in an on-call after hours support rotation.
Collaborative approach and team player mentality within the IT Department.
Excellent oral, written, and presentation skills to effectively communicate with all levels within the company by phone, e-mail, or in person.
Demonstrated ability to achieve successful outcomes in handling difficult situations and end-users.
Demonstrated analytical and troubleshooting skills.
Shows initiative and acts independently to resolve problems.
Demonstrated ability to manage multiple priorities and follow through on tasks to completion.
Must have a high level of self-motivation coupled with a strong work ethic.
Ability to perform in a fast-paced, deadline-oriented environment.
Experience supporting Microsoft Windows 10 desktop operating systems.
Experience supporting remote users.
Experience with the Microsoft Office 365 suite.
Experience supporting collaboration platforms such as Microsoft Teams.
Experience in IT ticketing system. FreshService is a plus.
Experience in ITIL, or certification, is a plus.
Basic knowledge of Apple products such as the iPhone, iPad, and iOS operating system.
Basic knowledge of video conferencing and audio/visual equipment setup and troubleshooting in a conference room setting.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, sex, sexual orientation, gender identity, disability, genetic information, national origin, race, religion, veteran status, or any other protected category.

KSM only accepts resumes directly submitted by a candidate and referrals submitted by current KSM employees. Unsolicited resumes or candidate profiles sent by staffing agencies and fee-based referral services will not be considered outside of a signed KSM vendor contract. KSM will not pay a fee to recruiters or agencies that do not have a signed KSM vendor contract.

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