Support Analyst - Internal IT

Raffa, P.C. is currently searching for an accomplished and energetic IT support professional to join our Internal IT staff. If you have between 2 and 5 years of experience providing Help Desk and Desktop Support services in a professional services environment, a desire to be challenged daily and a 4-year degree, we want to hear from you!

Job Summary:

The Support Analyst’s role is to support system users in their utilization of the Firm’s computer networks, systems (voice and data), connectivity and all related applications, on a high-availability basis, to assist the Support Manager with the maintenance of the Firm’s inventories of hardware and software assets across users, and to execute assigned IT projects including hardware and software testing, installation and upgrades. This position represents an important support resource for the firm, and is an integral part of the Internal IT support team.

Essential Duties and Responsibilities:

  1. In conjunction with other Internal IT support staff, provide first-level technical support and troubleshooting for the Raffa staff and contractors (on-site and remote) who comprise our client base. Document and track all support requests and issues in real-time through the Firm’s call tracking system. Support external clients on occasion, as assigned.
  2. Provide support for all LAN and WAN operations; perform troubleshooting, diagnostics and evaluations to determine solutions and alternatives. Provide technical assistance to Raffa staff by answering questions, requests and work orders, supporting workstations and related hardware and software used within the company and at client sites.
  3. Assist with training and meeting events to ensure resource allocation and availability, and work with HR to schedule IT-initiated and other events. Ensure timely IT/AV provisioning for RAFFA and guest-client conferences and meetings. Assist Marketing and HR with AV requirements and the recording of training and seminars.
  4. Assist with the IT-related procedures for preparing systems and on-boarding new staff and contractors, including the set-up of computer equipment, workstations and telephones, and training when assigned.
  5. Maintain quality service and service continuity by adhering to Firm standards. Maintain and use check-lists as assigned for the various types of workstation configurations used by the client base. Assist with the maintenance of up-to-date systems images for these configurations.
  6. Provide assistance to the IT Manager with the maintenance, troubleshooting and deployment of RAFFA’s local and wide area networks and related infrastructure.
  7. Execute established IT policies, procedures and controls according to best practices within the industry. Execute assigned recurring and ad hoc tasks related to support and security.
  8. Repair hardware as required, working with service vendors to ensure service continuity.
  9. Help the Support Manager maintain accurate and detailed cradle-to-grave inventory tracking of all hard and soft IT assets, and their assignments to specific users.
  10. Apply technical systems analysis techniques and procedures in consultation with end-users to define problems and determine computer hardware, software and/or systems specification adjustments needed to resolve those problems.
  11. Test and document software applications as directed to attain and/or confirm compatibility with current and new releases of the Windows operating system.
  12. Research, test and implement technologies that improve the overall productivity of the Firm.
  13. Use discretion to effectively prioritize and resolve problems to ensure end-user satisfaction and minimize computer downtime.
  14. Ensure that time is entered into the Firm’s time and billing system daily, and that it is accurately charged to the appropriate departments and projects.

Additional Skills and Abilities:

• Must demonstrate beginner- to intermediate-level skills in computer technology.
• Some knowledge and experience with network maintenance and the ability to troubleshoot.
• A bachelor’s degree and 2 – 3 years of technical support and integration experience.
• Good communication and interpersonal skills.
• Must demonstrate a strong, proactive customer service ethic.
• Must demonstrate an interest in understanding Windows workstation operating systems.
• Ability to work with minimal supervision.
• Time management and organizational skills. Detail oriented.

Minimum Qualifications (Education, experience, certifications):

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• A bachelor’s degree and 2 – 3 years of technical support and integration experience.


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