Service Desk Technician I

As CohnReznick grows, so do our career opportunities. As one of the nation’s top Professional Services and Business Advisory firms, we foster teams in Advisory, Assurance, and Tax services that value innovation and collaboration in everything they do!

We currently have an exciting career opportunity for a Level 1 Service Desk Technician to join the Firm’s National IT Service Desk/Call Center on a hybrid basis in our Chicago office.

YOUR TEAM.

Serve as Level I Service Desk Technician for CohnReznick's National IT Service Desk/Call Center reporting to the Senior IT Service Desk Manager. This individual will be responsible for providing exceptional 100% phone support to CohnReznick's end user community.  The role will involve a 37.5-hour workweek; the applicant must be comfortable and flexible during our Jan-April busy season where shifts can vary based on the firms’ requirements. Outside of busy season, May-Dec shifts are scheduled between the hours of 7am – 7pm CST.

WHY COHNREZNICK?

• Work-Life Blend: Our team members accrue up to 30 days of PTO depending on their level & take advantage of 17 paid holidays including two weeks off a year when all CR Team members take time off together (July 4th week and Thanksgiving week). 
• Parental Leave: Our expanded leave is up to 8 weeks following the birth or placement of a child. 
• Flexibility: Our team members have options of being fully virtual, hybrid or in the office based on theirs and the business All full time or part time CR team members are offered a home office stipend upon onboarding to help them get setup at home.  
• Diversity & Inclusion: Whether it’s through participation in our Employee Resource Groups such as CR BLAC, CR PRIDE, CR Women, VMA@CR, CR GREEN, RAZA@CR, AAPI@CR, CR CARES, our team members give back to the communities they live and work in.  
• Total Rewards: We offer a competitive annual compensation, annual discretionary performance bonus, referral & client bonuses, spot bonus opportunities, 401k match with profit sharing contributions and incentive and support towards achieving the CPA licensure.  
• Learning & Development: Our team members have access to learning opportunities focusing on technical, leadership, and success skills that support their growth and career advancement, not to mention the necessary resources to meet their compliance needs.  
• Wellness resources: Our virtual care programs such as Headspace, Spring Health, Prevention Cloud, and Peerfit help support our team members’ mental and physical well-being.  
• Performance Coach: Each CR Team member is aligned to a Performance Coach who will support them in establishing their goals and provide guidance and support along their career path of choice. 
• The CR Friend: Your CR Friend will serve as a familiar face when you first join the firm and is someone you can always reach out to.

YOUR ROLE.

Responsibilities include but not limited to:

• Ability to work collectively within a Team.
• Capable of working independently, managing multiple tasks simultaneously.
• Common off the shelf (COTS) applications (MS Office 365, Adobe Acrobat DC, Microsoft Teams.).
• Connectivity: Internet and LAN/WAN, Remote Access clients (VPN, Citrix).
• Deliver exceptional service as the face of IT Support & initial point of contact for the firm's National IT Service Desk.
• Effectively communicate both verbally and in written form to all levels of Firm staff.
• Exceptional customer service aptitude.
• Firm Applications: CaseWare, GoFileRoom, CCH Axcess, CCH Engagement etc.
• Hardware: Printers, Scanners, Peripherals, etc.
• Maintain the confidentiality, security and exercise the appropriate level of discretion regarding all firm issues and information.
• Mobile communication devices: Android, iOS, Windows.
• The ability to prioritize tasks and respond with a sense of urgency.
• Troubleshoot and resolve simple to complex incidents associated with firm-standard end user applications and hardware.
• Work in an effective, consistent manner, maintaining quality assurance and compliance with established directives, policy, and best practices.

YOUR EXPERIENCE.

The successful candidate will have:

• 2 or 4-year degree in Computer Science or Information Systems preferred or equivalent work experience
• 2+ years of IT support experience in a Microsoft environment
• Ability to manage support tickets, ensuring timely updates and resolution.
• At least 1-year experience in Helpdesk, call center/phone support role.
• Basis understanding of 2-factor authentication using tools such as Bit locker, Duo Mobile.
• CompTIA A+, Network+, Microsoft or ITIL certifications strongly preferred
• Experience supporting iOS & Macintosh products a plus.
• Experience with Active Directory (Password Resets).
• Familiarity with Microsoft Office 365 suite (Word, Excel, Outlook, PowerPoint).
• Knowledge of installation and maintenance of Windows 10 operation systems.
• Strong analytic skills and ability to apply critical thinking and a methodical approach to problem identification and resolution.
• Understand basic Information Technology security concepts. (Antivirus, Spam blockers, Mobile Security – Lookout/MDM/Intune, etc.).
• Understanding of Local Area Networking (LAN) and TCP/IP concepts.
• Understanding of ServiceNow or similar ITSM tools.

After reviewing this job posting, are you hesitating to apply because you don’t meet every single requirement? Studies have shown that we are less likely to apply to jobs unless we meet every single qualification. At CohnReznick, we are dedicated to building a diverse, equitable, and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply.

You may be just the right candidate for this or one of our other roles.

CohnReznick is an equal opportunity employer, committed to a diverse and inclusive team to drive business results and create a better future every day for our team members, clients, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.  For more information, please see Equal Employment Opportunity Posters

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at CRaccommodation@cohnreznick.com  Please note: This email address is reserved for individuals with disabilities in need of assistance and are not a means of inquiry about positions or application statuses.

CohnReznick does not accept unsolicited resumes from third-party recruiters unless such recruiters are currently engaged by CohnReznick Talent Acquisition Team by way of a written agreement to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that CohnReznick will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.

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