Service Desk Technician II

Rea & Associates is a growing Top 100 Accounting firmproviding our clients services intax, accounting, and business consulting. We have a ‘People First’ culture and we focus on our employees’ well-being and professional development. With over 400 professionals and offices throughout Ohio, our firm has a culture that respects a work-life balance for our team. We also provide competitive compensation and a robust benefits plan. 

The Service Desk Technician II role involves providing technical support and assistance to our internal staff regarding hardware, software, and network-related issues. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve problems efficiently. This role will work on-site in one of our Cleveland office locations.

• Provide technical support to internal staff via phone, email, or in person, addressing hardware, software, and network issues promptly and effectively
• Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and other peripherals
• Install, configure, and maintain software applications and operating systems on desktops and laptops
• Collaborate with other IT team members to escalate and resolve complex technical issues in a timely manner
• Document all support activities, including resolutions, in the ticketing system and ensure accurate records are maintained
• Assist with IT projects, including software upgrades, hardware deployments, and system migrations
• Stay up-to-date with advancements in technology and industry trends to continuously improve technical skills and knowledge

Knowledge, Skills, & Abilities

• Proficiency in troubleshooting hardware, software, and network issues on Windows and/or Mac platforms
• Strong knowledge of Microsoft Office Suite, Active Directory, and basic networking concepts
• Experience with ticketing systems (e.g., ServiceNow, JIRA) and virtual desktop support tools
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely
• Customer-focused mindset with a dedication to providing exceptional service and support to internal stakeholders
• Ability to work independently and collaboratively within a team environment, prioritizing tasks effectively to meet deadlines