Help Desk Specialist I
At Wipfli, people count
The way you think makes you different. At Wipfli, we embrace that.
Our inclusive culture provides a space for everyone to have a voice. Our growing number of DEI resource groups celebrate diversity and champion awareness throughout Wipfli.
We're also focused on helping you achieve success with balance. From hybrid schedules and flexible time off to training programs and mental wellness initiatives, we take care of our team.
If you want to be in an environment where you can grow, feed your curiosity and make a difference, Wipfli is the place for you.
Wipfli LLP is seeking candidates for a HelpDesk Specialist I position working remotely or in any of our US based offices. Under the direction of the IT HelpDesk Manager, the HelpDesk Specialist provides quality technology support to the firms associates with a high degree of customer satisfaction, technical expertise, attention to detail and timeliness, in accordance with firm policies and procedures.
Responsibilities:
- Work on incidents and service requests, answer phones, respond to chats, escalate tickets and take escalations, complete project work and advance skill level through training and knowledge transfer.
- Provide excellent customer service support to the firms associates for core MS Office, tax and audit products, other hardware and software issues
- Resolve or escalate issues while recording all actions, communications, notes and resolutions for issues being investigated through provided tools and systems and in accordance with HelpDesk Procedures
- Act as an advocate for firm associates and other support staff to ensure that issue resolution is completed within published standards
- Develop Subject Matter Expertise for additional assigned systems or applications including understanding and documenting support processes and procedures
- Develop and maintain knowledge articles and provide end-user assistance, knowledge transfer and training for area of expertise.
- Develop and test documentation and knowledge base articles as needed or directed according to firm policies and procedures
- Provide assistance and training on current processes, system, or firm knowledge to other I3T associates
- Identify process and documentation shortcomings and make recommendations for process or documentation improvement. Participate in projects to improve process, quality, or efficiency of support
- Assist in creating FAQ documents, tips, and techniques documents for firm associates
Qualifications:
- An Associate Degree in Information Technology, or an equivalent combination of education and job-related experience
- Ideal candidate will have 3+ year of job-related experience
- Requires a exceptional customer service and communications skills
- Prior computer system experience including demonstrated skill in providing support for hardware and software in a MS environment
- Exceptional troubleshooting and problem-solving skills
- Results-driven person displaying initiative to find resolutions to difficult problems.
- Must be dependable, reliable, and able to multitask
Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identify, citizenship status, veteran status, disability, or any other characteristics protected by federal, state, or local laws. #LI-REMOTE #LI-EC1
Wipfli supports equal pay for equal work and values each candidate's unique experiences and skill sets. The estimated pay range for this position is: $17 to $28 an hour. Compensation within the range is determined by a variety of factors including, but not limited to, location, individuals' skills, experience, training, licensure and certifications, business needs and applicable employment laws.
Individuals may be eligible for an annual discretionary bonus, subject to participation rules and based on a variety of factors including, but not limited to, individual and Firm performance.
Wipfli cares about our associates and offers a variety of benefits to support their well-being. Highlights include 8 health plan options (both HMO & PPO plans), dental and vision coverage, opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program. Other benefits include firm-sponsored basic life and short and long-term disability coverage, a 401(k) savings plan & profit share as well as Firm matching contribution, well-being incentive, education & certification assistance, flexible time off, family care leave, parental leave, family formation benefits, cell phone reimbursement, and travel rewards. Voluntary benefit offerings include critical illness & accident insurance, hospital indemnity insurance, legal, long-term care, pet insurance, ID theft protection, and supplemental life/AD&D. Eligibility for all benefits programs is dependent on annual hours expectation, position status/level and location. Wipfli offers flexibility for many positions to be performed remotely; please discuss your work preferences with your recruiter during the interview process.
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