.Job Description: Service Desk Support AnalystPosition OverviewTech Guru - IT for Accounting Firms is looking for a Service Desk Support Analyst who thrives in a fast-paced, dynamic environment and is passionate about delivering a delightful customer experience. This role is perfect for someone who loves technology, is an excellent problem solver, and is eager to go the extra mile to support accounting firms' IT needs.Core Values:At Tech Guru, we live by our core values of Caring, Accountable, Responsive, and Empathetic. We believe these values are essential to providing exceptional service to our clients and fostering a positive work culture.Who We're Looking For:- Responsive Communicator: You are exceptional at verbal and written communication, ensuring clients feel heard and supported.- Tech Enthusiast: You love technology and have a knack for solving complex IT issues.- Tenacious Problem-Solver: You are persistent, resourceful, and proactive in resolving issues. You know when to dig deep and when to ask for help.- Process-Oriented: You thrive on following established processes and improving them when needed.- Customer-Centric: You have a passion for delivering excellent customer service, creating delightful experiences for every client.- Reliable and Detail-Oriented: You do what you say you're going to do, keep meticulous records, and maintain up-to-date documentation.- Proactive Thinker: You can think on your feet and take the initiative to address client needs before they escalate.Key Responsibilities- Deliver prompt, high-quality remote support to accounting firms using remote tools and phone communication.- Diagnose and resolve technical issues related to:- Windows servers and workstations: setup, maintenance, and troubleshooting.- Remote desktop environments: ensuring smooth and secure access.- Networking systems: including Unifi and Ubiquiti hardware and configurations.- Accounting and tax software: knowledge in this area is a strong advantage.- Mac systems and mobile devices: ensuring cross-platform compatibility and functionality.- Maintain comprehensive and accurate documentation of client environments, updating records consistently.- Adhere to established processes to deliver consistent, high-quality technical support services.- Collaborate with team members to escalate and resolve complex technical issues.- Proactively identify and suggest improvements for client IT setups to optimize performance and prevent potential problems.Required Skills and ExperienceTechnical Skills- In-depth knowledge of Windows server environments and remote desktop technologies.- Experience with networking systems, particularly Unifi and Ubiquiti.- Proficiency in Windows system support; familiarity with Mac systems is a bonus.- Strong skills in configuring and troubleshooting mobile devices across platforms.Soft Skills- Outstanding communication abilities in both written and verbal formats