Senior Technology Support Specialist

Whittlesey PC is a large regional accounting, technology and advisory Firm with offices in Hartford and Hamden Connecticut and Holyoke Massachusetts. You will be joining an IT Team that supports our team members throughout North America and globally. This position is critical to our success in providing IT services to over 150 end users. This is a great opportunity for you to elevate yourself in your profession and develop new skills. We are looking for someone who has a solid technical background, and an ability to work at all levels within our Firm.

Our culture

Whittlesey has the experience and expertise of a large, national firm, with the responsiveness of a local firm. That means our team members have access to the resources necessary to develop their career, while also receiving personal coaching and mentoring. From the Managing Partner on down, our leadership fosters an open-door policy. We are committed to providing expert service to our clients across all our service areas, and we know that can only be done by employing talented and driven individuals.

Meeting your professional goals doesn’t mean you need to sacrifice your personal life, which is why we adhere to a culture of work-life integration. We offer our employees flexible work schedules depending on the needs of their department. We also offer competitive paid time off packages and company-sponsored activities.

Collaboration and community are key values to our culture. Whether you are new to the Firm or have been here for several years, we respect each employee’s unique talents and we value their contributions. Whittlesey is dedicated to the communities where we live and work. We sponsor community-driven events throughout the year, and we encourage our partners and team members to become actively involved in volunteerism. Our Firm also gets together several times a year for fun and exciting team events.

Whittlesey is proud to announce that we have been named a Best of the Best Firm by INSIDE Public Accounting (IPA), an award-winning newsletter for the public accounting profession. Whittlesey is the only Connecticut and Western Massachusetts-based firm to make this list. IPA’s annual Best of the Best list ranks top accounting firms with superior financial and operational performance in the most recent fiscal year. The firms are selected from nearly 600 firms across the United States and Canada. Selections for the list are based on over 50 metrics related to firm growth, productivity, staff development, and more.

What you will be doing

• Addressing all incoming support tickets from creation to completion, which includes communication during support activities and documentation on resolution.
• Troubleshooting analysis and remediation of hardware/software-related end-user issues (e.g., laptops, desktops, servers, network equipment, and 3rd party vendor applications).
• Collaborate with team members and users by providing technical assistance and training to ensure they can meet our client's needs.
• Assist in root cause analysis of issues in the Firm's business system software.
• Create and maintain our system documentation procedures to improve overall efficiency.
• Manage user accounts and access privileges in a Microsoft 365 hybrid environment.
• Optimize the Firm technology and inventory by installing and configuring hardware and software, supporting Firm IT equipment, replacing defective components and upgrading as needed.
• Monitor system logs and audit system security to maximize system performance.
• Improve end-user support by escalating issues to SaaS vendors as needed.
• Perform special projects as assigned (i.e., server updates, hardware recycling, process automation, etc.) to enhance Firm processes and procedures.
• Demonstrate ownership and responsibility for prompt completion of all work assignments.
• Work efficiently in a hybrid work environment by staying engaged and communicating with peers and management to meet project deadlines.

What you must have

• Knowledge of Windows operating systems, including Windows server operating systems
• Working experience with Windows Server and Active Directory in a hybrid Microsoft 365 environment - creating user accounts, login scripts, group membership, group policies, etc.
• Competency with MS Office applications, particularly Word and Excel
• Experience with basic network and hardware/software architecture
• Ability to translate technical terminology into practical terms for management and staff
• Comp TIA, A+ Certification, or minimum three years of field experience
• Ability to multitask and work under pressure