Service Desk Analyst - IT Helpdesk

Citrin Cooperman offers a dynamic work environment, fostering professional growth and collaboration. We’re continuously seeking talented individuals who bring fresh perspectives, a problem-solving mindset, and sharp technical expertise. We know you have choices, so our team of collaborative, innovative professionals are at the ready to support your professional development. At Citrin Cooperman, we offer competitive compensation and benefits and most importantly, the flexibility to manage your personal and professional life to focus on what matters most to you! 

We are looking for a Service Desk Analyst to join our Information Technology Helpdesk group within the Administration Department working onsite in the firm’s Coral Gables, FL office. As a Service Desk Analyst, you will be responsible for:

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Utilize remote control software to remotely troubleshoot and fix user problems.
• Install, configure, and maintain laptops, desktops, and printers
• Support various software packages including Microsoft Office for Windows, anti-virus, backup, email clients, email servers, ActiveSync, VPN client, Adobe Products, Internet Browsers and various tax and engagement software
• Escalate IT issues when necessary
• Develop user training manuals, help sheets, frequently asked questions lists and procedures for end users where applicable
• Provide clear & concise information though written and verbal communications
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Build rapport and elicit problem details from help desk customers
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Learn software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Occasional travel to branch offices required
• After-hours and weekend on-call support required (rotation)
• On premise, Saturday support required during busy season, January 1st through April 15th (rotation)
• Lifting and transport of computers and peripherals.

• Formal Education & Certification: A+ is preferred and ITIL Foundation is preferred.
• Expert knowledge of computer hardware, desktop and server operating systems.
• Application support experience with Group Policy and Microsoft Office.
• Application support experience with Caseware, ProFX Tax, ProFX Engagement, Thomson GoFileRoom and QuickBooks is preferred.
• Experience with
  • Exchange is preferred.
  • BYOD/MDM and ActiveSync Server are a plus.
  • Active directory including creating, maintaining, deleting users and groups.
  • Accounting Firm is preferred.
• Proficient with DNS and DHCP.
• Solid understanding of wireless technologies, corporate networks and connectivity between users and servers.
• Willing to work outside of normal business hours when necessary.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong documentation skills.