IT Support Specialist

About the Information Technology Support Specialist Role

The IT Support Specialist is responsible for all functions related to the setup, management and support of BST’s end-user systems. This includes imaging, setup and configuration of PCs, installation of appropriate software, setup and management of end-user accounts, rollout of updates and upgrades as needed, and day-to-day technical support and assistance. Day-to-day technical support includes responding to requests for support utilizing a ticketing system, analyzing issues, implementing solutions, logging resolutions into a helpdesk knowledgebase, and escalating problems when necessary. The IT Support Specialist will work closely with the IT Systems Administrator and will at times assist with the implementation of technology initiatives and projects. This role is expected to demonstrate strong communication skills with end-users and develop team-oriented relationships with IT Team.

This is an on-site, full-time position that may require occasional after-hours availability. Occasional remote Saturday support from January through April will be required. 

In this role, you will:

• Be responsible for the imaging and configuration of end-user computers, and the setup and administration of end-user accounts in various local and hosted systems
• Provide the first point of contact and technical support for all end-users, supporting all BST applications and end-user hardware
• Perform in-depth first level problem determination, with the objective of resolving as many issues as possible. Escalate problem resolution to both external vendors and internal IT team when first level determination fails.
• Increase technical knowledge of end-users by providing feedback and basic education as it pertains to help requests and problem resolution
• Perform or roll-out program updates and upgrades as needed
• Document reoccurring problems and work with the IT Team to distribute modifications, updates, configuration changes, and/or education to address
• Demonstrate a willingness to learn and understand the supported systems beyond simple problem resolution, through self-education and documentation
• Utilize the IT Ticketing system to work through support requests and document resolutions in the IT Knowledgebase as needed
• Assist in setting up and troubleshooting video conferences by assisting with the Video Conferencing equipment and software applications including MS Teams, Zoom, etc.
• Assume ownership of special projects as assigned

To be successful in this role, you will bring with you:

• Bachelor or Associate degree in Computer Science or Technical Certification complemented by relevant work experience
• General knowledge of network and application troubleshooting, Windows 10/11 operating systems, Microsoft Active Directory, Chrome and Edge browsers, Microsoft Office 365, Internet / LAN connectivity and architecture
• Experience with iPhone and Android phones and applications
• Understanding of remote access platforms including VPN, and general knowledge of business VoIP phone systems
• Excellent written and verbal communication skills
• Strong attention to detail and organization and able to follow detailed instructions
• Ability to interface at all levels within the BST organization
• Capacity to work in a team environment, in person and with remote employees
• Capability to meet deadlines and work under pressure
• Ability to learn technical information about BST’s infrastructure, applications, and procedures and apply it to everyday helpdesk support
• Ability to convey confidence, speak intelligently, and explain technical information in language team members at all levels can understand

About BST

BST & Co. CPAs, LLP, is a multi-disciplinary accounting and business advisory firm headquartered in Latham, serving the needs of closely held companies, family-owned businesses, not-for-profit and governmental entities, and high-net worth individuals. BST offers a broad portfolio of accounting and auditing, tax, consulting, outsourced accounting, talent strategy and marketing services, as well as valuations, forensic accounting, and litigation support. The firm is recognized as one of the Top 300 Accounting Firms in the U.S.

Why choose BST:

· Diversity of our Expertise

· Communication is Open and Objective

· Professional Environment and Attitude is Fostered

· Ideas are Welcome

· Community Impact and Employee Engagement

· Named one of Albany’s Best Places to Work 2018-2024

Please visit our website to learn more about BST’s Talent Experience.

BST offers a competitive benefits package, base compensation, and an employee bonus program for eligible roles based on individual and firm performance per program guidelines. The salary range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience; prior relevant experience, skill sets, training; licensure and certifications; market data and other business and organizational needs. A reasonable estimate of the current salary range for this role can be found in the posting, and an actual offer can vary based upon the role, hiring location, and qualifications. At BST, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each individual case. BST offers a robust benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life and disability insurance, flexible work, development and tuition reimbursement.

For additional information on BST’s total rewards, visit our website at: www.bstco.com