JOB SUMMARY:

The incumbent will serve as an Information Technology Support Analyst within the Reznick Group Technology Team under the CIO division. In this capacity, this individual will be responsible for providing the first level of support on Information Technology (Tier One) issues through manning of a Helpdesk.

PRIMARY DUTIES:

Acts as initial point of contact for the firm Information Technology Team, receiving incoming request for IT Support.
Gathers and logs incoming support request, resolution, status and follow-up information into support tracking system.
Provides first level support to troubleshoot and resolve issues involving items such as the following; Hardware Laptops Desktops Peripherals, etc. Software System Software (Windows XP/Vista) Firm applications (Caseware, GoFileRoom, etc.) Common off the shelf (COTS) applications (MS Office 2003/2007, Adobe acrobat, etc.) Connectivity Network access (User Accounts, Email, Internet and LAN) Remote Access clients (Virtual Private Network-VPN) Video/Audio conferencing Mobile communication devices (Blackberry)
Coordinates with and escalates issues to the next level of support personnel as appropriate.
Assist in inventory and tracking of hardware and software material assets.
Using standardized procedures, prepare IT equipment for issue, to include configuration and installation of operating system/software image.
Utilize remote management tools such as; Microsoft Remote Desktop and Dameware to assist users and resolve issues CORE

COMPETENCIES:

Education: While not required for this entry level position, it is desirable that the candidate posses or be in the process of attaining a 2 or 4 year degree relating to Computer Science or Information Systems from an accredited University or College. Previous experience working in an IT environment of between one and two years desired.

Certifications: Possession or in the process of attaining an A+, NET+, Microsoft or Cisco or other IT related certification is desirable.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs):

Technical

Knowledge of installation and maintenance of Windows XP/Windows Vista operation systems.
Basic understanding of Local Area Networking (LAN) and TCP/IP concepts, specifically within a Microsoft Networking infrastructure.
Understand basic Information Technology security concepts. (Antivirus, Spam blockers, etc.)
Familiarity with Microsoft Office 2003/2007 suite applications (Word, Excel, Outlook, PowerPoint).
Knowledge of basic troubleshooting of laptops, desktops and peripherals.
Ability to apply critical thinking and a methodical approach to problem identification and resolution.

Communication

Possess an understanding of customer support concepts and skills.
Demonstrated ability to effectively communicate both verbally and in written form to supervisors, peers and end users.

Team Environment

Understand the concept of and actively participate in a team environment.
Possess ability to work collectively with Team supervisors and peers on various projects. Organizational Skills
Possess the ability to work independently, manage and resolve multiple tasks simultaneously.
Maintain an organized and efficient work area, including maintenance of supplies and equipment.
Work in an effective, consistent manner maintaining quality assurance and compliance with established directives, policy and best practices. Integrity & Professionalism
Maintain a professional manner and appearance in the work place at all times.
Demonstrate integrity at all times both in and outside the workplace.
Always maintain the confidentiality, security and exercise the appropriate level of discretion regarding all firm issues or information.

Organizational Skills

Possess the ability to work independently, manage and resolve multiple tasks simultaneously.
Maintain an organized and efficient work area, including maintenance of supplies and equipment.
Work in an effective, consistent manner maintaining quality assurance and compliance with established directives, policy and best practices.

Integrity & Professionalism

Maintain a professional manner and appearance in the work place at all times.
Demonstrate integrity at all times both in and outside the workplace.
Always maintain the confidentiality, security and exercise the appropriate level of discretion regarding all firm issues or information.

Additional Requirements

Ability to accommodate flexibility with work schedule hours, including work of Saturday's during tax season.
Be able to occasionally travel between other office locations.
Customer Services driven professional