[Remote] IT Support Analyst

🌍 Remote, USA 🚀 Full-time 🕐 Posted Recently

Job Description

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/.

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