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Service Desk Technician II

Rea & Associates is a growing Top 100 Accounting firm providing our clients services in tax, accounting, and business consulting. We have a ‘People First’ culture and we focus on our employees’ well-being and professional development. With over 400 professionals and offices throughout Ohio, our firm has a culture that respects a work-life balance for our team. We also provide competitive compensation and a robust benefits plan. 

The Service Desk Technician II role involves providing technical support and assistance to our internal staff regarding hardware, software, and network-related issues. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve problems efficiently. This role will work on-site in one of our Cleveland office locations.

 

Responsibilities 

  • Provide technical support to internal staff via phone, email, or in person, addressing hardware, software, and network issues promptly and effectively 
  • Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and other peripherals 
  • Install, configure, and maintain software applications and operating systems on desktops and laptops 
  • Collaborate with other IT team members to escalate and resolve complex technical issues in a timely manner 
  • Document all support activities, including resolutions, in the ticketing system and ensure accurate records are maintained 
  • Assist with IT projects, including software upgrades, hardware deployments, and system migrations 
  • Stay up-to-date with advancements in technology and industry trends to continuously improve technical skills and knowledge 

Knowledge, Skills, & Abilities  

  • Proficiency in troubleshooting hardware, software, and network issues on Windows and/or Mac platforms 
  • Strong knowledge of Microsoft Office Suite, Active Directory, and basic networking concepts 
  • Experience with ticketing systems (e.g., ServiceNow, JIRA) and virtual desktop support tools 
  • Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely 
  • Customer-focused mindset with a dedication to providing exceptional service and support to internal stakeholders 
  • Ability to work independently and collaboratively within a team environment, prioritizing tasks effectively to meet deadlines 
  • Bachelor's degree in Information Technology, Computer Science, or related field preferred 
  • Minimum of 2-3 years of experience in a similar technical support role, preferably in a corporate environment 
  • IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus 
  • Flexibility to work occasional evenings or weekends to support business needs and participate in on-call rotations if required 
  • Ability to travel to offices and remote offices as needed 

Rea & Associates offers a wide variety of benefits to help support our employees' health, wellness and financial goals.

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k with 3% contribution)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Training & Development
  • 'Work From Anywhere' Option
  • Wellness Resources
  • Four (4) weeks PTO
  • Twelve (12) paid holidays, of which three (3) are floating holidays

Rea & Associates does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies without pre-approval from Rea’s Talent team. Pre-approval is required before any external candidate can be submitted. Rea & Associates will not be responsible for fees related to unsolicited resumes and for candidates who are sent directly to our hiring managers.

Average salary estimate

$60000 / YEARLY (est.)
min
max
$50000K
$70000K

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What You Should Know About Service Desk Technician II, Rea & Associates

Rea & Associates is on the lookout for a Service Desk Technician II to enhance our team and provide excellent tech support to our internal staff. Picture yourself in a vibrant work environment where a 'People First' culture drives our commitment to your professional growth and well-being. As a valued member of our growing Top 100 Accounting firm in Ohio, you'll be at the forefront of resolving hardware, software, and network-related issues that keep our team functioning smoothly. Your day-to-day will involve diagnosing and troubleshooting technical problems, all while collaborating with other IT professionals to resolve complex challenges efficiently. We value clear communication, so your ability to convey technical solutions to non-technical team members will be essential. You'll also play a key role in documenting all support activities and assisting with various IT projects, all while staying abreast of the latest industry trends. With flexibilities like work-from-home options and competitive benefits, we encourage a healthy work-life balance. If you're ready to leverage your technical expertise in a supportive environment, we would love to meet you!

Frequently Asked Questions (FAQs) for Service Desk Technician II Role at Rea & Associates
What does a Service Desk Technician II do at Rea & Associates?

At Rea & Associates, a Service Desk Technician II is responsible for providing technical support to our internal staff. This includes managing hardware, software, and network-related issues, and ensuring a seamless operational environment. Your role is crucial in diagnosing problems, escalating complex issues, and documenting all activities in our ticketing system, which enhances efficiency across our team.

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What qualifications are needed for the Service Desk Technician II position at Rea & Associates?

To qualify as a Service Desk Technician II at Rea & Associates, candidates typically hold a Bachelor's degree in Information Technology or a related field. Additionally, a minimum of 2-3 years of experience in a technical support role within a corporate environment is essential. Familiarity with ticketing systems like ServiceNow or JIRA, along with IT certifications like CompTIA A+, will give your application an edge.

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What skills are essential for a Service Desk Technician II at Rea & Associates?

Key skills for a Service Desk Technician II at Rea & Associates include a proficiency in troubleshooting both hardware and software issues, alongside a strong understanding of Microsoft Office Suite and basic networking concepts. Excellent communication skills are crucial to ensuring that technical solutions are clearly conveyed to all team members, enabling great support to our internal staff.

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What kind of work environment does Rea & Associates offer for the Service Desk Technician II role?

Rea & Associates fosters a supportive and inclusive work environment for our Service Desk Technician II role. We pride ourselves on having a 'People First' culture that prioritizes employee well-being and professional development. This approach not only enhances employee engagement but also encourages collaboration within the IT team, making it an ideal setting for growth and innovation.

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How does Rea & Associates support professional development for Service Desk Technician II employees?

At Rea & Associates, we believe in investing in our employees' growth. Our Service Desk Technician II team members have access to ongoing training and development programs, allowing you to enhance your technical skills and stay updated on industry trends. This dedication to professional development ensures that our staff are not only supported but are also well-prepared for future career advancements.

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What benefits does Rea & Associates provide for Service Desk Technician II employees?

Rea & Associates offers a comprehensive benefits package for our Service Desk Technician II employees, including a health care plan covering medical, dental, and vision. Additionally, we provide a solid retirement plan, life insurance options, family leave policies, and paid time off. Our focus on wellness resources and work-life balance makes us a supportive employer.

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Is travel required for the Service Desk Technician II position at Rea & Associates?

The Service Desk Technician II position at Rea & Associates may require occasional travel to various office locations or remote sites as needed. Flexibility to handle occasional evening or weekend assignments is also part of the role, ensuring that we maintain a high level of support for our internal staff.

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Common Interview Questions for Service Desk Technician II
Can you describe your experience with troubleshooting hardware issues?

Certainly! When answering this question, provide specific examples of hardware issues you've faced in previous roles. Discuss the tools and methods you used to diagnose and resolve those problems, emphasizing your systematic approach and any positive outcomes from your actions.

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How do you prioritize multiple technical support requests?

It's essential to organize support requests by urgency and impact. Share your strategy for assessing the priority of issues based on factors like the number of users affected or the business-critical nature of the system involved. Illustrate this with a past scenario where your prioritization led to effective solutions.

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What ticketing systems have you worked with, and how do you track issues?

Discuss your familiarity with ticketing systems, such as ServiceNow or JIRA, and how you utilize them to document and track issues. Mention any best practices you follow, such as maintaining detailed notes on each support ticket or timely follow-ups to ensure issues are resolved efficiently.

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How do you handle difficult users during the support process?

Handling difficult users requires patience and effective communication skills. Share a situation where you managed a challenging user by listening to their concerns, providing clear explanations, and maintaining a calm demeanor throughout the interaction. Highlight how this approach led to a positive resolution.

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What steps would you take to troubleshoot a network connectivity issue?

Begin by outlining a structured approach: identify the scope of the problem, check physical connections, verify network settings, and use diagnostic tools to isolate the issue. Providing a detailed walkthrough not only showcases your technical mastery but also your systematic thought process in problem-solving.

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Can you explain the difference between hardware and software issues?

Explain that hardware issues typically involve physical components like desktops, laptops, or peripherals, while software issues relate to applications or operating systems. Offer examples of each type and how your experience has prepared you to address both effectively in a technical support role.

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What experience do you have with setting up new hardware or software?

Detail your hands-on experience with installing and configuring new hardware or software. Include information about the types of installations you've performed and any successful projects where you played a role in ensuring a smooth deployment for users in a corporate environment.

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How do you stay up-to-date with technological advancements?

Discuss your commitment to continuous learning in the tech field. Mention resources you utilize, such as tech blogs, webinars, or training courses, and share how your drive for self-improvement has had a direct impact on your work performance and ability to troubleshoot effectively.

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Describe a time you worked effectively as part of a team.

Emphasize your collaborative approach by describing a specific project or situation where teamwork played a vital role in achieving a goal. Discuss your communication, coordination, and support of fellow team members, demonstrating how you contributed positively to team dynamics.

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Why are you interested in the Service Desk Technician II role at Rea & Associates?

When discussing your interest in the Service Desk Technician II role, tailor your response to align with Rea & Associates' values and mission. Highlight how the company's 'People First' culture resonates with you, and how you see this opportunity as a chance to grow professionally while providing top-notch support to the team.

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Rea & Associates, Inc. is the 85th largest CPA firm in the U.S. with more than 300 bright professionals in offices throughout Ohio. Since 1938, Rea has provided a wide range of accounting services to businesses, individuals with means and those wi...

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Full-time, hybrid
DATE POSTED
November 25, 2024

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