POSITION SUMMARY



The IT Infrastructure Support Specialist ( ITISS - Level I and II Support ) supports the business practices of the firm by delivering reliable, high quality computer services, products and support.



ESSENTIAL DUTIES AND RESPONSIBILITIES

-Provide level one and two technical support to Grant Thornton lines of business, service lines, and physical locations.

-Provide excellent customer service and delivery of technology services and products.

-Adhere to firmwide policies and procedures and promote such adherence in your location.

-Seek opportunities to improve platform reliability and optimization.

-Log all support incidents into OTIS ( helpdesk ticket tracking system ) in addition to monitoring your local office's queue and providing assistance to fellow IT support specialists when needed.

-Use Ghost to reimage or refresh laptops and desktops and transfer data accordingly.

-Serve as liaison between other Internal Client Services ( ICS ) - IT resources, Regional Technology staff, and end user group.

-Serve as contact for equipment orders to ensure proper configuration and compliance with firm standards.

-Supervise and maintain all office PC systems including hardware, software, configuration, updates, patches, and more to minimize or potentially eliminate actual and potential down time experienced by the user community.

-Prepare computers for new hires and provide personalized onsite support, when necessary, in delivering the finished product.

-Cooperate in maintaining the inventory of all technology equipment including but not limited to desktops, notebooks, and portable printers.

-Establish working relationship with all of the personnel in the office, including the Managing Partner, Controller / Office Manager, Business Practice Leader, and others.

-Provide and coordinate onsite and offsite end user support.

-Coordinate and communicate with the Regional Technology Administrator ( RTA ) any LAN / WAN issues that directly affect the efficiency and reliability of the office network as well as any other activities, strategies, and projects as required.

-Evaluate the service and delivery methods being provided, solicit feedback regularly from users to monitor users' perceived performance of the products and services provided by the firm's technical staff, and communicate ideas and recommendations for improvement of service and delivery to the RTA.

-Regularly solicit feedback from users to monitor users' perceived performance of the products and services provided by the firm's technical staff, and communicate ideas and recommendations for improvement of service and delivery to the RTA.

-Research new ways to improve performance, deliver service, problem solve, and reduce costs and response time for users.

-Develop and maintain skills to accomplish duties and support the firm's technology direction.

-Seek development opportunities that allow growth and development in position and career with Grant Thornton.

-Adhere to the highest degree of professional standards and strict confidentiality in matters that require discretion.

-Attend professional development and training sessions on a regular basis.

-Perform other job-related duties as necessary.
Experience: QUALIFICATIONS AND REQUIREMENTS

-Bachelor's degree in Computer Science or related area; equivalent work experience will be considered.

-At least 3 years of related work experience in desktop support in a large corporate environment.

-A+ certifications a plus, Microsoft certifications a plus.

-Ability to become Dell Certified for repair of Notebooks and Desktops.

-Sufficient knowledge of Microsoft Windows XP, MS Office 2003.

-Ability to work as a team and be a "team player", especially during time sensitive tasks / projects which may require overtime to successfully complete the job.

-Good oral and written communications skills.

-Excellent customer service skills.

-Self-starter, capable of successfully achieving support goals while unsupervised.

-Highly reliable and well organized; capable of balancing several projects and maintaining priorities.

-Ability to work additional hours as needed.

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