Support Analyst
BKD LLP - Jackson, MS

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Take your career to the next level at a national CPA and advisory firm. At BKD, we offer the resources you need to go as far as your talent will take you. Build your skills focusing on specific industries and service areas while delivering unmatched client service to high-profile companies and organizations. Take a closer look at BKD, a stable, growing firm that offers you competitive compensation, People First benefits and paid time off.

Work with great people and experience rewarding career opportunities. Our approximately 2,100 CPAs, advisors and dedicated staff serve clients in 50 states and internationally.

The technology coordinator (TC) is a member of the BKD National Office and responsible for the local delivery of needed services and support. The TC will report to a TC supervisor or the service desk manager, as appropriate. The main duties of the TC are described below, but additional duties may be added as the need arises and as new technology is implemented.

Required Skills

End User Support/Help Desk

Process and manage end user requests for assistance via phone/email/chat from offices across the firm

Diagnose/troubleshoot all IT-related issues (hardware/software/training) and resolve or escalate as necessary

Document SW/HW issues and resolutions in the firm ITSM Software. Give feedback to National Office and other TCs in regards to findings to facilitate identification of recurrent issues, as well as contribute findings to knowledgebase for future reference

Willingness to use and monitor personal mobile device for on-call issues outside of business hours

Rotate through Service Desk supplemental/backup rotation as required

Participate in firm projects as assigned

Office IT Infrastructure Support

At the direction of the IT Infrastructure team, assist with the setup and maintenance of all hardware and software, including but not limited to server(s), server rack/server closet, server room climate control, router, hubs, switches, wiring rack, wiring/cabling, fax services, copiers, printers, scanners, tape backup drives, UPS systems, secondary application servers, Wireless Access Points (WAPs), WAN connectivity equipment

Assist with, documenting, tracking and troubleshooting any network hardware failures

Maintain documentation; cabling diagrams, settings, procedures, etc.

Coordinate scheduled maintenance events with staff

Assist the Infrastructure team, and under their direction, in the upgrade of infrastructure hardware in the local office

If needed, assist Infrastructure team with server backup processes


At the direction of IT Infrastructure, assist with setup, management and troubleshooting of all telecommunications equipment, including but not limited to voice mail/telco server/system, handsets, wiring rack/panel, UPS, backup system

Training of end users on use of phone system and voicemail system

Conference call (tele and video) schedule and setup, including Microsoft LYNC

Maintain documentation and layout for all telco equipment


Maintain general awareness of current technology and its potential application to the firm, regions and offices as applies to improving efficiency or reducing overhead

Assess and analyze methods for improving overall efficiency of self, department, office and firm or increasing functionality of existing hardware and software through innovative use or improved training


Manage physical IT security for office location

Set up and maintain all hardware for system, including but not limited to server, wiring, vendor contacts, locks, magnetic and/or swipe cards, biometric hardware and coordinate through building management where required

Troubleshoot failures; liaison between IT department and vendors

Set up new employees in system

Train employees in use of system


Hardware: Acquisition, allocation, setup/deploy and upgrade/maintain all office PC-based hardware, including but not limited to PCs, monitors, portable printers, portable scanners, digital cameras, projectors, flash memory readers, USB memory keys

Software: Installation of all software via imaging, Altiris deliveries and manual when necessary. Assist in software and/or data conversion. Retention and maintenance of obsolete software where client data may still need to be accessed

Training and orientation: Provide end user training regarding basic care, maintenance and use of hardware as well as performing new user orientation

A/V projection: Scheduling, event setup and end user support as necessary

Assist BKD Mobility with the initialization, setup and ongoing support of Smartphones connected to BKD’s resources

User account management

Assist with and participate in disaster recovery processes at the direction of IT security


Maintain inventory of all hardware, software

Maintain inventory/map of all network/telco cable locations

Maintain inventory/map of all network hardware locations

Maintain inventory for shared, successor auditor, hot spare, temp employees

Assist Mobility Support in maintaining inventory of all personal handheld devices that have been set up/configured to interface with firm email/scheduling program

Data management/backup: Educate users on proper data storage processes and assist users with ensuring data is backed up to proper location on regular basis as appropriate and communicate electronic file retention policies as directed

Consumable supply management, if necessary

This position will require use of a personal smartphone and outside of normal business hour responses to support issues and maintenance work.

Required Experience

2+ years in a Technology Customer Support role

2+ years hands on experience with computer hardware support/maintenance

A+ or Microsoft MSCA/MCSE certification preferred

Associate’s degree in Computer Science or related area

Experience the BKD difference for yourself. For more information about our firm locations, visit BKD, LLP is an equal opportunity employer with policies designed to ensure equal opportunities in recruitment, employment, promotion, compensation, training and development without regard to race, color, sex, sexual orientation, age, religion or creed, disability, national origin or any other protected status.