Help Desk Specialist
Help Desk Specialist I
HHM CPAs is seeking a Help Desk Specialist to provide first-level technical support to employees across the firm. This position is responsible for resolving routine hardware, software, and application issues; assisting with onboarding and offboarding activities; and delivering responsive, professional customer service that supports daily business operations.
This role is onsite in Pensacola, FL.
Essential Duties and Responsibilities
- Provide first-level support for desktops, laptops, printers, and peripherals.
- Respond to and resolve help desk tickets in a timely manner.
- Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
- Assist with user account administration in Active Directory and Microsoft Entra ID.
- Support password resets, multi-factor authentication, and basic security requests.
- Configure and deploy computers and mobile devices.
- Assist with onboarding and offboarding processes.
- Support printers, scanners, and document management systems.
- Escalate complex issues to senior IT staff or third-party vendors when appropriate.
- Maintain accurate documentation of incidents and resolutions.
- Participate in an after-hours on-call support rotation during the firm's busy tax season, January through April 15, to provide technical assistance as needed and help ensure continuity of operations.
Required Qualifications
- Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- 1-3 years of experience in a help desk or technical support role.
- Strong customer service and communication skills.
- Ability to prioritize tasks, follow procedures, and work independently when needed.
Preferred Qualifications
- Experience working in a professional services environment.
Technical Skills
Required
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Windows 10 and Windows 11
- Active Directory and Microsoft Entra ID
- Microsoft Intune fundamentals
- Hardware and software troubleshooting
- Printer and scanner support
- Basic networking concepts (TCP/IP, DNS, DHCP, VPN)
- Multi-factor authentication and account security
- Remote support tools
Preferred
- Experience supporting Azure Virtual Desktop
- Experience with CCH Axcess, SafeSend, or other tax and accounting applications
- Knowledge of PowerShell fundamentals
- Experience with Mimecast email security
- Experience with ticketing systems and IT documentation platforms
- Familiarity with endpoint protection solutions such as SentinelOne
- Industry-recognized IT certifications are a plus but are not required
Desired Characteristics
- Strong customer service mindset.
- Professional demeanor and excellent communication skills.
- High attention to detail and organization.
- Ability to learn new technologies quickly.
- Team-oriented with a willingness to assist others.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Ability to prioritize and manage multiple tasks effectively.
- Ability to work independently with minimal supervision when appropriate.
- Willingness to provide dependable support to employees during peak tax season.
Work Environment and Physical Requirements
- Ability to lift, move, and set up computer equipment, monitors, printers, and related peripherals as needed.
- Ability to sit, stand, bend, kneel, or crawl under desks and workstations when troubleshooting or installing equipment.
- This role is primarily office-based and requires regular on-site support for employees, equipment, and firm technology needs.