San Jose,
California
021875
Position Summary:
Grant Thornton LLP is the U.S. member firm of Grant Thornton International, providing global accounting, tax and business advisory services to organizations in more than 100 countries. Grant Thornton LLP serves mid-cap, small-cap and privately held entities, and is a preferred provider of select non-audit services. The firm's success is attributed to the firm’s guiding principles of respect, integrity, professional excellence and leadership in the accounting profession and business community at large. Grant Thornton LLP is an equal opportunity employer.
The Technology Support Specialist (TSS) is primarily responsible for supporting the business practices of the firm by delivering reliable, high quality computer support, products and services. Experience a great team environment and an innovative technology support organization.
Job Responsibilities
• Provide level one and level two onsite and offsite technical support to Grant Thornton lines of business, service lines and office locations.
• Perform ongoing maintenance of all office PC systems, software, configuration, updates and patching to keep equipment in compliance with firm standards.
• Communicate with engineering and Technology Support leadership any LAN, WAN or Server issues that directly affect the efficiency and reliability of the office network.
• Utilize our firms imaging (Microsoft) and software library to deploy systems as well as reimage and migrate data as needed.
• Prepare computers for new hires in advance and provide the necessary service and technology training.
• Record support incidents in our incident management system and monitor and manage local office queue and document solutions using the firm’s knowledge management system.
• Participate in virtual service desk team in support of core service desk operations, including team efforts to manage incidents and provide supplemental phone support utilizing the policies and procedures of the virtual service desk.
• Support growing mobile workforce, such as troubleshooting VPN issues, coordinating mobile wireless support for firm provided devices and leveraging remote support tool (LogMeIn). Also including virtual meeting technology support for video conferencing and online meeting systems.
• Assist in firmwide projects and deployments providing the necessary reporting and tracking
• Serve as liaison between internal administrative services, IT relationship management group and other IT departments and office staff and management.
• Establish a good working relationship with all office personnel including the Managing Partner, Office Manager, Office Practice Leaders and regional and business line management as needed.
• Research new ways to improve technology service delivery and make recommendations to improve performance, minimize downtime, improve response times and reduce cost. Solicit feedback to monitor user perception of performance of our products and services and make recommendations for improvement as needed to the Technology Support leadership team.
• Process and track office technology procurement requests to ensure firm standard technology products are ordered and received in a timely manner. Research products that are newer than current firm standards and make recommendations as needed.
• Provide accurate and timely record keeping of all technology equipment assets including desktops, notebooks and printers.
• Draft office and user community communications and share ideas with the technology support team as needed to provide a high level of communication in a timely manner to our user community.
• Lead training on technology topics including group, individual and online sessions and assist with developing training materials and if needed, participate in other technical writing projects
• Assist with task force, committee and subject matter expert teams as expertise and time permit.
• Demonstrate the highest degree of professional standards and strict confidentiality in matters that require discretion and adhere to firm policies and procedures
Qualifications
Qualifications
• Ability to become Toshiba, HP, Dell, or Lenovo certified to be able to perform hardware maintenance of notebook and desktop equipment. A+ certification is a plus.
• Support expertise in Microsoft Windows XP 32-bit, Windows 7 64-bit, Microsoft Office 2003, 2007 and Office 2010 when it becomes available. Microsoft certifications a plus.
• General software support expertise to support in house custom applications and other packaged software.
• 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.
• Excellent verbal and written communications skills.
• Excellent customer service skills.
• Self-starter, capable of successfully balancing multiple support and project goals while maintaining priorities unsupervised.
• Highly reliable, well organized and able to maintain a professional work area.
• Ability to work additional hours as needed.
• Perform other duties as necessary or assigned to meet the ongoing needs of the firm
Requisition ID: 021875
San Jose, CA
San Jose, California
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