[Remote] IT Support Analyst

Note: The job is a remote job and is open to candidates in USA. PaulHood is transforming the mid-market CPA industry with a new model that provides clients with expert tax and financial guidance. As an IT Support Analyst, you will provide technical support to end-users, manage onboarding processes, and ensure compliance with security protocols while delivering exceptional customer service.ResponsibilitiesProvide tier 1 technical support to end-users via phone, email, Teams chat, or in-personDiagnose, troubleshoot, and resolve hardware, software, and network-related issuesEscalate complex issues to higher-level support when necessaryCollaborate with HR and hiring managers to ensure smooth onboarding of new employees, including setting up workstations, accounts, and required softwareConduct orientation sessions for new hires on IT policies, tools, and best practicesCoordinate offboarding processes by revoking system access, collecting equipment, and updating asset inventoryProvision, monitor, and manage user accounts, groups, and permissions across multiple systems using identity and access management toolsMaintain documentation of user access rights, security groups, and role-based access controlsRegularly audit system permissions to ensure compliance with security protocols and company policiesProvide exceptional customer service, ensuring user satisfaction by following up on issues and requests in a timely mannerEducate users on best practices to reduce ticket volume and promote efficient use of technology toolsSuggest process improvements based on recurring support issues and user feedbackSkillsOne year prior experience in a cloud-based IT support roleProficiency with both Windows and MacOS operating systemsExperience provisioning and managing user accounts using an SSO platform (Okta, JumpCloud, OneLogin) and managing a fleet of devices with an MDM (InTune, Kandji, or similar)Familiarity with cloud-based computer environments like AWS or AzureWorking knowledge of Office 365, Active Directory, and common business software toolsBasic knowledge of networking concepts (TCP/IP, DNS, DHCP), hardware setup, and troubleshootingExperience with ticketing systems (e.g., Jira, ServiceNow, Zendesk) and remote support toolsCompTIA A+, Network+, or other relevant certificationBenefitsCompetitive CompensationGenerous Paid Time Off Benefits + 17 Company HolidaysBonus OpportunitiesStock OptionsComprehensive Employee Benefits Package401k Program with Company MatchingPaid Volunteer DaysEducational/Personal Growth ReimbursementCompany OverviewHelping people who deserve better take control of their financial future: transforming once-a-year tax prep into year-round financial confidence so families, businesses, and legacies can thrive for generations. It was founded in 1992, and is headquartered in Oklahoma, Louisiana, USA, with a workforce of 51-200 employees. Its website is https://hoodcpas.com/.



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