Helpdesk Support

Do you want a career without limits? Do you want to shape your own future and be surrounded by people who listen? If so, we have the perfect opportunity for you at Smith + Howard.

Smith + Howard is a family of companies that offers tax, audit, accounting and advisory and wealth management services. We are headquartered in Atlanta with a national reach, while still offering a local firm flavor.

We offer competitive pay, excellent training opportunities and great benefits. You can help influence our culture and have the support and dedication from our leaders to help you achieve your career goals. Smith + Howard provides a great opportunity for professional growth and advancement within one of Atlanta’s top accounting Firms.

If you are ready to make a career move and join a firm consistently named an “AJC Top Work Place” and a “Best of the Best Firms” (Inside Public Accounting), we invite you to complete our employment application.

Summary

We are looking for a Helpdesk Support team member to join our firm’s Technology team. The ideal candidate will be enthusiastic about solving technology problems and helping clients with various hardware and software issues. This role is responsible for responding to client inquiries, resolving technical issues, and ensuring client satisfaction. You will also assist with installing, configuring, and maintaining Technology equipment and systems.

Essential Functions

Technical Support

• Answer client ticket requests, calls, emails, and provide helpdesk support
• Diagnose and resolve technical issues related to hardware, software, network, and peripherals
• Escalate complex problems to senior Technology staff or vendors as needed
• Maintain accurate records in the ticketing system of client interactions and resolutions
• Follow up with clients to ensure resolution and satisfaction
• Install, configure, and maintain Technology equipment and systems
• Configure and distribute Technology kits for new hires
• Provide training and guidance to clients on Technology best practices

Asset Management

• Receive incoming orders of hardware and peripherals
• Maintain accurate counts of Technology stock
• Notify team lead of items that need to be ordered or discontinued

Technology Projects

• Assist in executing and tracking progress on ongoing projects such as system upgrades, software deployments, and migrations

Documentation & Training

• Create detailed documentation on Technology procedures, systems, and networks
• Create knowledge base articles to instruct clients on common fixes for hardware and software problems
• Instruct clients on the use of hardware, software, and best practices

Position Requirements

• 1+ years of experience in technical support or similar role
• Experience working with an IT ticketing systems like Freshservice
• Knowledge of the ticket escalation process and demonstrated ability to multitask and prioritize
• Ability to troubleshoot and resolve technical issues
• Excellent communication and people skills
• Knowledge of Windows 10 & 11 operating systems
• Experience with Microsoft Office Suite and Zoom applications
• Experience with Active Directory, Microsoft 365 or Intune a plus
• Ability to work independently and as part of a team
• Passion for learning and staying up to date with the latest technologies
• Hybrid work environment with occasional on-site projects and after-hours coverage for emergency support
• Occasional travel to remote offices and events
• Ability to lift and carry 50lbs

We are an Equal Opportunity Employer. We will consider qualified applicants without regard to any category protected by applicable federal, state or local law, including but not limited to: race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, and other legally protected characteristics.

This company is an at-will employer as allowed by applicable state law. This means that either the company or employee may terminate the employment relationship at any time, for any reason, with or without notice or cause.