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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.
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.
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.com. 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.
BKD LLP - 2 years ago