Note: The job is a remote job and is open to candidates in USA. PaulHood is transforming the mid-market CPA industry with a new model that provides clients with expert tax and financial guidance. As an IT Support Analyst, you will provide technical support to end-users, manage onboarding processes, and ensure compliance with security protocols while delivering exceptional customer service.
Responsibilities
- Provide tier 1 technical support to end-users via phone, email, Teams chat, or in-person
- Diagnose, troubleshoot, and resolve hardware, software, and network-related issues
- Escalate complex issues to higher-level support when necessary
- Collaborate with HR and hiring managers to ensure smooth onboarding of new employees, including setting up workstations, accounts, and required software
- Conduct orientation sessions for new hires on IT policies, tools, and best practices
- Coordinate offboarding processes by revoking system access, collecting equipment, and updating asset inventory
- Provision, monitor, and manage user accounts, groups, and permissions across multiple systems using identity and access management tools
- Maintain documentation of user access rights, security groups, and role-based access controls
- Regularly audit system permissions to ensure compliance with security protocols and company policies
- Provide exceptional customer service, ensuring user satisfaction by following up on issues and requests in a timely manner
- Educate users on best practices to reduce ticket volume and promote efficient use of technology tools
- Suggest process improvements based on recurring support issues and user feedback
Skills
- One year prior experience in a cloud-based IT support role
- Proficiency with both Windows and MacOS operating systems
- Experience provisioning and managing user accounts using an SSO platform (Okta, JumpCloud, OneLogin) and managing a fleet of devices with an MDM (InTune, Kandji, or similar)
- Familiarity with cloud-based computer environments like AWS or Azure
- Working knowledge of Office 365, Active Directory, and common business software tools
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP), hardware setup, and troubleshooting
- Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk) and remote support tools
- CompTIA A+, Network+, or other relevant certification
Benefits
- Competitive Compensation
- Generous Paid Time Off Benefits + 17 Company Holidays
- Bonus Opportunities
- Stock Options
- Comprehensive Employee Benefits Package
- 401k Program with Company Matching
- Paid Volunteer Days
- Educational/Personal Growth Reimbursement
Company Overview
Helping people who deserve better take control of their financial future: transforming once-a-year tax prep into year-round financial confidence so families, businesses, and legacies can thrive for generations. It was founded in 1992, and is headquartered in Oklahoma, Louisiana, USA, with a workforce of 51-200 employees. Its website is https://hoodcpas.com/.