IT Support Specialist I - Travel

• Create and maintain an atmosphere of customer service excellence.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform live and remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Via live or phone, step the customer through the problem-solving process.
• Escalate unresolved issues to the next level of support personnel.
• Record events and problems and their resolution in ServiceNow.
• Consistently close tickets within timeframes specified within SLA
• Additional responsibilities as assigned
• Travel to the Syracuse office once per week and additionally as needed is required.
• Additional travel will be required to support firm deadlines and large new hire desk setups

Travel & Expense

All required travel mileage will be paid by the firm. Lodging will be provided when overnight stays are required.

Do you have experience in Windows?, Do you have a Associate's degree?, * Associates degree in Computer Science, Information Technology, or equivalent

• A minimum of two years of relevant experience
• Must have a dynamic personality and be customer focused in thought process and troubleshooting methodologies
• Familiarity with Windows 10 and Microsoft Office 365 (Outlook, Excel, Word and PowerPoint)
• Ability to work evenings and weekends
• Be able to work independently and within a team
• Experience working with help desk ticketing software

The salary range for this position is $21.00 to 25.00 per hour., * This is a full-time, in-office, hourly position

• Our office hours are from 8:00 a.m. EST until 5:00 p.m. EST Monday through Friday
• Our summer hours are from 8:00 a.m. EST until 5:00 p.m. EST Monday through Thursday, and from 8:00 a.m. EST until 12:00 p.m. EST on Friday
• The ability to work additional hours during our tax season: fall (September through November), and winter (February through April) is critical. During these busy seasons, Saturdays will be worked from home and staggered with hours being from 8:00 a.m. EST until 12:00 p.m. EST.
• Our team has an equitable rotating On Call schedule as follows: Monday through Friday from 5:00 p.m. EST until 10:00 p.m. EST, and weekends from 8:00 a.m. EST until 10:00 p.m. EST

At The Bonadio Group, we believe that an inclusive work environment allows all our people to achieve their greatest potential and the greatest results for our clients and communities. Bonadio is committed to the principle of equal treatment and opportunity for all people. The Firm is committed to fostering and managing diversity in the workplace as an integral part of its practice and service to clients. The Firm values the rich variety of perspectives and experiences offered by those of different backgrounds. This diversity strengthens our institution and enables it to better respond to our clients' needs in an increasingly global profession. In the fast-changing accounting industry, The Bonadio Group is always on the cutting edge of growth and innovation. With our great mentoring and training programs, you'll be exposed to diversity of work, the ability to tackle more interesting issues, and have a path to Partnership. You'll be working with great people and great clients where you can truly make a difference. Apply online, get on board, and grow with us. You'll be glad you did! The Bonadio Group is unable to accept unsolicited resumes from third-party recruiters who do not have a written contractual agreement for a specific position along with approval to submit from the Talent Management team.