IT Support Specialist (L1) at Wells Accounting and Tax Services

Job Description

• We are seeking a proactive and detail-oriented IT Support Specialist (L1) to join our team and serve as the frontline for all technical needs.
• This role is critical in maintaining our operational infrastructure, ensuring the security of our data, and providing exceptional technical support to our employees.
• Our ideal candidate is a problem-solver with a strong customer service focus, a solid understanding of core IT systems, and an interest in improving processes.

Key Responsibilities
Technical Support & Troubleshooting:

• Provide first-line technical support to employees for hardware, software, and network-related issues via phone, email, and in-person.
• Install, configure, and troubleshoot software applications.
• Diagnose and perform hardware repairs (when needed) on company-issued laptops, desktops, peripherals (monitors, printers), and mobile devices.
• Manage user accounts, permissions, and access controls within a centralized email and identity platform
• Monitor and administer basic firewall and security appliance rules.
• Operate and provide basic user support for office systems including CCTV security systems (viewing footage, managing user access to feeds).
• Assist in the implementation of IT security policies and procedures.
• Maintain accurate inventory of all hardware, software, and licenses.
• Assist with routine system updates, patches, and backup verification procedures.
• Help create, document, and improve existing IT processes, checklists, and knowledge base articles.
• Propose solutions to enhance system reliability, user experience, and security posture.
• Train end-users on new software, hardware, and firm IT policies.

Qualifications & Skills
Required:

• Proven experience (1+ years) in an IT support or helpdesk role.
• Strong expertise in supporting Windows 10/11 operating systems.
• Hands-on experience with hardware troubleshooting, repair, and replacement for laptops and peripherals.
• Basic understanding of network concepts (TCP/IP, DNS, VPN) and firewall administration.
• Experience performing user administration in a centralized email/platform (e.g., creating users, resetting passwords, managing groups)
• Familiarity with operating CCTV systems for playback and monitoring.
• Excellent problem-solving skills and a patient, service-oriented demeanor.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• High degree of discretion and integrity when handling confidential information.
• Preferred (a plus):
• Familiarity with accounting-specific software (e.g. QuickBooks).
• Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals