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Senior Help Desk Technician

Senior Help Desk Technician

Calibre CPA Group, PLLCMaryland Line, MD, United States
10 hours ago
Job type
  • Full-time
Job description

POSITION SUMMARY

We are seeking an experienced and solutions-oriented Senior IT Help Desk Technician to provide advanced technical support and play a key role in optimizing our IT operations. This position will serve as an escalation point for complex technical issues, ensuring a high level of service and system reliability across the organization.

The ideal candidate will demonstrate deep troubleshooting expertise, strong customer service skills, and proficiency in supporting key business applications such as CCH ProSystem fx, Engagement, GoFileRoom, and QuickBooks. Advanced knowledge of Microsoft Word and Excel, as well as experience with automation or process improvement initiatives, is highly desirable.

This position requires an initial 100% onsite presence for the first six months to ensure a smooth onboarding process and full understanding of our systems, users, and IT environment before transitioning to a hybrid or flexible arrangement.

Salary Range - $65,000 - $85,000 (based on experience, certifications, and skills)

KEY RESPONSIBILITIES

Technical Support & Troubleshooting

  • Serve as the primary escalation point for advanced technical issues related to hardware, software, network, and business applications.
  • Provide Tier 2 and Tier 3 support for desktop systems and applications, ensuring minimal downtime and rapid resolution.
  • Support and maintain CCH ProSystem fx, Engagement, GoFileRoom, and QuickBooks, including troubleshooting and user assistance.
  • Collaborate with IT leadership to identify and implement system enhancements and process improvements.

Automation & Process Optimization

  • Develop and maintain scripts, macros, and automated workflows to increase help desk efficiency.
  • Identify repetitive tasks and design automation solutions to streamline support operations.
  • Ensure automation tools align with evolving business and compliance requirements.

    • Documentation & Reporting

  • Create detailed documentation for troubleshooting processes, system configurations, and automation tools.
  • Utilize Microsoft Word and Excel to produce advanced reports, data dashboards, and user manuals.
  • Maintain accurate records in the help desk ticketing system and track performance metrics for continuous improvement.

    • User Training & Mentorship

  • Assist in onboarding and training employees on CCH products, QuickBooks, and other IT systems.
  • Mentor junior technicians to improve troubleshooting skills and promote best practices.

    • System Maintenance & Security

  • Perform system updates, patches, and preventive maintenance to ensure optimal performance.
  • Maintain compliance with IT security protocols and industry standards.

    • QUALIFICATIONS

    Education & Experience

  • Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
  • 4-6 years of IT support experience, with at least 2 years in a senior or lead role.
  • Hands-on experience with CCH ProSystem fx, Engagement, GoFileRoom, and QuickBooks required.

    • Technical Skills

  • Advanced proficiency in Microsoft Word and Excel (including formulas, pivot tables, and macros).
  • Experience with scripting languages such as PowerShell or Python to support automation.
  • Strong knowledge of Windows operating systems, networking fundamentals, and IT service management (ITSM) platforms.

    • Soft Skills

  • Strong communication and problem-solving abilities.
  • High attention to detail with excellent organizational skills.
  • Ability to work both independently and collaboratively in a fast-paced environment.

    • Physical Requirements

  • Ability to lift up to 40 lbs. of equipment.
  • Frequent movement within the office to provide in-person support.

    • Work Arrangement

  • 100% Onsite for the first six months of employment, with potential for hybrid work thereafter.

    • EEO :

    Calibre is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law.

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