Service Desk Technician II

Rea & Associates is a growing Top 100 Accounting firm providing our clients services in tax, accounting, and business consulting. We have a ‘People First’ culture and we focus on our employees’ well-being and professional development. With over 400 professionals and offices throughout Ohio, our firm has a culture that respects a work-life balance for our team. We also provide competitive compensation and a robust benefits plan. 

The Service Desk Technician II role involves providing technical support and assistance to our internal staff regarding hardware, software, and network-related issues. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve problems efficiently. This role will work on-site in one of our Cleveland office locations.

Responsibilities 

• Provide technical support to internal staff via phone, email, or in person, addressing hardware, software, and network issues promptly and effectively 

• Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and other peripherals 

• Install, configure, and maintain software applications and operating systems on desktops and laptops 

• Collaborate with other IT team members to escalate and resolve complex technical issues in a timely manner 

• Document all support activities, including resolutions, in the ticketing system and ensure accurate records are maintained 

• Assist with IT projects, including software upgrades, hardware deployments, and system migrations 

• Stay up-to-date with advancements in technology and industry trends to continuously improve technical skills and knowledge 

Knowledge, Skills, & Abilities  

• Proficiency in troubleshooting hardware, software, and network issues on Windows and/or Mac platforms 

• Strong knowledge of Microsoft Office Suite, Active Directory, and basic networking concepts 

• Experience with ticketing systems (e.g., ServiceNow, JIRA) and virtual desktop support tools 

• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely 

• Customer-focused mindset with a dedication to providing exceptional service and support to internal stakeholders 

• Ability to work independently and collaboratively within a team environment, prioritizing tasks effectively to meet deadlines 

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field preferred 

• Minimum of 2-3 years of experience in a similar technical support role, preferably in a corporate environment 

• IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus 

• Flexibility to work occasional evenings or weekends to support business needs and participate in on-call rotations if required 

• Ability to travel to offices and remote offices as needed 

Benefits

Rea & Associates offers a wide variety of benefits to help support our employees' health, wellness and financial goals.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k with 3% contribution)
• Life Insurance (Basic, Voluntary & AD&D)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• 'Work From Anywhere' Option
• Wellness Resources
• Four (4) weeks PTO
• Twelve (12) paid holidays, of which three (3) are floating holidays

Rea & Associates does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies without pre-approval from Rea’s Talent team. Pre-approval is required before any external candidate can be submitted. Rea & Associates will not be responsible for fees related to unsolicited resumes and for candidates who are sent directly to our hiring managers.