• IT Support Specialist

    Bober Markey Fedorovich (Akron, OH)


    ABOUT US

    BMF is a growing, public accounting firm committed to delivering exceptional service to our clients. Our IT team plays a critical role in supporting our professionals with reliable, secure, and efficient technology solutions. We are seeking a motivated and customer-focused IT Support Specialist to join our team and help us support and defend the firm.

    POSITION SUMMARY

    The IT Support Specialist is a key member of the internal BMF IT Team and serves as the first line of support for all IT-related issues. This role offers a dynamic mix of hands-on technical work, user interaction, and opportunities to grow through exposure to a wide range of technologies and projects. Primary responsibilities include triaging, escalating, facilitating, and resolving incoming support tickets both onsite and remotely, as well as provisioning new users and devices, answering IT-related questions, and supporting ad hoc IT projects.

    KEY RESPONSIBILITIES

    + Monitor and respond to incoming IT support tickets via our help desk system.

    + Triage and resolve Level 1 & 2 issues; escalate more complex issues to senior IT staff.

    + Provide onsite and remote support for hardware, software, and network issues.

    + Set up and configure laptops, mobile devices, and equipment for new users.

    + Assist with user account provisioning and access management.

    + Document solutions and maintain accurate ticket records.

    + Support IT projects such as software rollouts, upgrades, and audits.

    + Deliver excellent customer service and communicate technical information clearly to non-technical users.

    BEHAVIORAL EXPECTATIONS

    + Customer Service – demonstrates the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally. Understands the impact of their work on others.

    + Understands safety policies and actively promotes safe practices in the workplace.

    + Maintains constructive relationships and demonstrates respect for everyone contacted.

    + Deals constructively with conflict and focuses on the situation, issue or behavior and not on the person by diffusing situations before conflicts arise, resolving conflicts directly and actively promoting and gaining cooperation from others.

    + Accurately provides and receives information in oral and written communications.

    + Consistently provides ideas, opinions, or information in an articulate, professional way.

    + Actively listens to others and demonstrate understanding of other points of view.

    + Willingness and ability to adjust to changing conditions or priorities.

    + Demonstrates initiative to identify and act on problems and lead by example. Consistently makes decisions that resolve problems.

    QUALIFICATIONS

    + Minimum 1 year of experience in an IT support or help desk role.

    + Strong troubleshooting skills for Windows OS, Microsoft 365, and basic networking.

    + Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, or similar).

    + Experience with user provisioning and device imaging.

    + Experience using AI tools such as CoPilot, ChatGPT, etc.

    + Excellent communication and interpersonal skills.

    + Ability to work independently and manage multiple tasks.

    + Desire to continuously stay up-to-date on new technology and tools to support efficiency.

    PREFERRED EXPERIENCE

    + Experience supporting users in a professional services environment (e.g., accounting, legal, consulting).

    + Hands-on experience in IT support or a related field.

    + Formal degrees or certifications are not required. We value hands-on experience, curiosity, and a willingness to learn. Certifications such as CompTIA A+ or Microsoft are a plus and can be supported through professional development.

     

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