[Remote] IT Support Analyst

Note: The job is a remote job and is open to candidates in USA. PaulHood is transforming the mid-market CPA industry with a new model that provides clients with expert tax and financial guidance. As an IT Support Analyst, you will provide technical support to end-users, manage onboarding processes, and ensure compliance with security protocols while delivering exceptional customer service.

Responsibilities

• Provide tier 1 technical support to end-users via phone, email, Teams chat, or in-person
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues
• Escalate complex issues to higher-level support when necessary
• Collaborate with HR and hiring managers to ensure smooth onboarding of new employees, including setting up workstations, accounts, and required software
• Conduct orientation sessions for new hires on IT policies, tools, and best practices
• Coordinate offboarding processes by revoking system access, collecting equipment, and updating asset inventory
• Provision, monitor, and manage user accounts, groups, and permissions across multiple systems using identity and access management tools
• Maintain documentation of user access rights, security groups, and role-based access controls
• Regularly audit system permissions to ensure compliance with security protocols and company policies
• Provide exceptional customer service, ensuring user satisfaction by following up on issues and requests in a timely manner
• Educate users on best practices to reduce ticket volume and promote efficient use of technology tools
• Suggest process improvements based on recurring support issues and user feedback

Skills

• One year prior experience in a cloud-based IT support role
• Proficiency with both Windows and MacOS operating systems
• Experience provisioning and managing user accounts using an SSO platform (Okta, JumpCloud, OneLogin) and managing a fleet of devices with an MDM (InTune, Kandji, or similar)
• Familiarity with cloud-based computer environments like AWS or Azure
• Working knowledge of Office 365, Active Directory, and common business software tools
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP), hardware setup, and troubleshooting
• Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk) and remote support tools
• CompTIA A+, Network+, or other relevant certification

Benefits

• Competitive Compensation
• Generous Paid Time Off Benefits + 17 Company Holidays
• Bonus Opportunities
• Stock Options
• Comprehensive Employee Benefits Package
• 401k Program with Company Matching
• Paid Volunteer Days
• Educational/Personal Growth Reimbursement

Company Overview