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Service Desk Analyst

Service Desk Analyst

Service Desk Analyst

Aprio Llp
Atlanta, GA 30328

Job details

Job Type


Join our Information Technology team and you will help clients maximize their opportunities. Aprio is a progressive, fast-growing firm looking for a Service Desk Analyst to join their dynamic team.

Work with a top 50 CPA-led advisory firm that is passionate for whats next. With more than 600 team members in 24 states, Aprio is headquartered in Atlanta, GA with offices in North Carolina, Nashville, New York and Birmingham, Alabama. Come serve national and international clients doing business in and out of 40 countries with team members that speak more than 30 languages. At Aprio, youll discover a culture grounded in 31 fundamental behaviors that guide our interactions with each other and our clients every day. We are proud to have been honored as a Best Place to Work since 2016 and have the highest ranking on Glassdoor among the top 50 public accounting firms.

Position Responsibilities:

  • Providing user assistance to address items in firm's developed service catalog.
  • Addressing requests that have a less than 15-minute resolution.
  • Resolving Service Request within agreed upon SLAs (Service Level Agreements).
  • Prompt routing/escalation of service requests not addressed at first tier level of support per IOP (Internal Operating Procedure).
  • Contributing to documentation of procedures to address items in service catalog.
  • Installing, configuring, and updating desktop/laptop software applications.
  • Providing extended business hour support on a rotational basis with other members of the Information & Technology Department.
  • Providing basic to moderately complex technical advice and guidance to ensure high levels of customer service.
  • Administration of audio and web conferencing tools.
  • Other tasks as assigned.

Qualifications Needed:

  • Demonstrated ability using a ticketing system as well as queue management.
  • Familiarity with ITIL framework.
  • Experience supporting Microsoft Office 2013 and/or Office 365 environment.
  • Understanding of individual and team SLA's.
  • Minimum of one year providing hardware and software support experience, including telephone support to end-users in a Windows and network environment.
  • Associates degree (preferred).
  • A+ certification (preferred).
  • Basic understanding of software used by the firms practice groups.
  • Demonstrated ability to accomplish multiple tasks in a heavy workload environment.
  • Ability to use remote support tools.
  • Excellent time management skills.
  • Excellent interpersonal skills.
  • Self-motivated with ability to work with limited supervision.

Why work for Aprio:

Whether you are just starting out, looking to advance into management or searching for your next leadership role, Aprio offers an opportunity to grow with a future-focused, innovative firm.

Perks/Benefits we offer:

  • Medical, Dental, and Vision Insurance on the first day of employment
  • Flexible Spending Account
  • 401k with Profit Sharing
  • Discretionary Time Off structure
  • Parental Leave coverage for both spouses
  • Summer Hours/Flextime
  • Tuition Assistance Program and CPA support program with cash incentive upon completion
  • Dress your Day jeans casual to business professional depending on your day
  • Discretionary incentive compensation based on firm, group and individual performance
  • Incentive compensation related to origination of new client sales

Whats in it for you:

  • Working with an industry leader: Be part of a high-growth firm that is passionate for whats next.
  • An awesome culture: Thirty-one fundamental behaviors guide our culture every day ensuring we always deliver an exceptional team-member and client experience. We call it the Aprio Way. This shared mindset creates lasting relationships between team members and with clients.
  • A great team: Work with a high-energy, passionate, caring and ambitious team of professionals in a collaborative culture.
  • Entrepreneurship: Have the freedom to innovate and bring your ideas to help us grow to become the CPA firm of choice nationally.
  • Growth opportunities: Grow professionally in an environment that fosters continuous learning and advancement.
  • Competitive compensation: You will be rewarded with competitive compensation, industry-leading benefits and a flexible work environment to enjoy work/life balance.

Hiring Insights

Hiring for this role

• Mobile: NA

• Location: 33.91699:-84.35457

• Post ID: 21794052

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