Temporary Helpdesk Technician

Job Description As CohnReznick grows, so do our career opportunities. As one of the nation’s top professional services firms, CohnReznick creates rewarding careers in advisory, assurance, and tax with team members who value innovation and collaboration in everything they do! CohnReznick helps organizations optimize performance, manage risk, and maximize value through CohnReznick LLP (assurance services) and CohnReznick Advisory LLC (advisory and tax services). Together, the firm provides leaders with deep industry knowledge and relationships, solutions to address clients’ unique business goals and risks, and insight on how emerging market forces can drive opportunity. With offices nationwide, the firm serves organizations around the world as an independent member of Nexia. We currently have an exciting career opportunity for an Temporary Helpdesk Technician to join the team in our Chicago office. CohnReznick is a hybrid firm and most of our professionals are located within a commutable distance to one of our offices. This position is considered remote which means it does not require job duties be performed within proximity of a CohnReznick office location. However, as a remote employee, you may be required to be present at a CohnReznick office with scheduled notice for client work, team meetings, or trainings. YOUR TEAM. Currently we are on the journey of making our Helpdesk a 24x7 service for our customers. You will be joining our team to help us fill empty shifts in our schedule. As we bring on more agents, shifts may need to change to allow us to provide comprehensive coverage to our users. This individual will be responsible for providing exceptional remote support to CohnReznick’s end user community. The candidate will serve as a Service Desk Technician for CohnReznick's Global Helpdesk, reporting to the Service Desk Manager. The candidate must be flexible, enthusiastic, and be willing to work across any of our various shifts. Candidate will be expected to thrive in their scheduled shift, even if it requires them working unconventional hours. The candidate’s adaptability will be a key contributor to their success. WHY COHNREZNICK? At CohnReznick, we’re united by a common mission to create opportunity, value, and trust for our clients, our people, and our communities. Whether it’s working alongside your peers to solve a client challenge, or volunteering together at the local food bank, there are so many ways to find your “why” at the firm. We believe it’s important to balance work with everyday life – and make time for enjoyment and fun. We invest in a robust Total Rewards package that includes everything from generous PTO, a flexible work environment, expanded parental leave, extensive learning & development, and even paid time off for employees to volunteer. YOUR ROLE.Responsibilities Include But Are Not Limited To You will be expected to deliver exceptional service to our community. You will be the ambassador of the Global Digital & Cybersecurity brand and provide an initial point of contact for our users by being an agent of our Helpdesk.

• Working collectively within a Team and independently when required
• Managing multiple tasks simultaneously
• Supporting both commonly used business applications (e.g., MS Office 365, Adobe Acrobat DC, Microsoft Teams, etc.) and specialized applications used in the Firm (e.g., CaseWare, GoFileRoom, CCH Axcess, CCH Engagement, etc.)
• Guiding users through troubleshooting and remediating common networking issues like Internet and LAN/WAN connectivity, using remote access clients (VPN, Citrix), etc.
• Communicating effectively and professionally (both verbally and in writing) to all levels of Firm staff
• Proving an excellent customer experience and demonstrating extreme ownership of all work assigned to you
• Guiding users through the troubleshooting and use of computer hardware, peripherals (e.g., Hardware: Printers, Scanners, Peripherals, etc.) and mobile communication devices (both: Android and iOS)
• Maintaining the confidentiality, security and exercise the appropriate level of discretion regarding all firm issues and information.
• Prioritizing tasks and responding to them with a sense of urgency.
• Troubleshooting and resolving incidents associated with technology that range from the simple to the complex
• Working in an effective, consistent manner that delivers high-quality outcomes
• Adhering to all established policies, directives, and best practices.

Your Experience.The successful candidate will have:

• 2 or 4-year degree (technology-focused curricula are preferred) or equivalent work experience
• A minimum of 1-year experience in Helpdesk, call center/phone support role.
• CompTIA A+, Network+, Microsoft or ITIL certifications strongly preferred.
• Experience with supporting a Microsoft environment
• Supporting iOS & Macintosh products is a plus.
• Experience with Active Directory (Password Resets).
• Experience with Microsoft Office 365 suite (Word, Excel, Outlook, PowerPoint).
• Knowledge of installation and maintenance of Windows 10 and Windows 11 operation systems.
• Knowledge of basic Information Technology security concepts. (Antivirus, Spam blockers, Mobile Security – Lookout/MDM/Intune, etc.).
• Knowledge of 2-factor authentication using tools such as Bit locker, Authenticator .
• Understanding of Local Area Networking (LAN) and TCP/IP concepts.
• Understanding of ServiceNow or similar ITSM tools.
• Understanding of the Amazon Connect phone system or similar cloud-based customer contact center services.
• Strong analytical skills and the ability to apply critical thinking and a methodical approach to problem identification and resolution.
• The ability to effectively manage support tickets, ensuring accurate notes, timely updates, and resolution. Also correct ticket routing and escalations to Level 2 or Level 3 when required.

Studies have shown that we are less likely to apply to jobs unless we meet every single qualification. At CohnReznick, we are dedicated to building a diverse, equitable, and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or one of our other roles. In Illinois, the pay range for a Temporary Helpdesk Technician is $28 an hour. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. Salary is one component of the CohnReznick total rewards package. "CohnReznick" is the brand name under which CohnReznick LLP and CohnReznick Advisory LLC and their respective subsidiaries provide professional services. CohnReznick LLP and CohnReznick Advisory LLC (and their respective subsidiaries) practice in an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable law, regulations, and professional standards. CohnReznick LLP is a licensed CPA firm that provides attest services to its clients. CohnReznick Advisory LLC provides tax and business consulting services to its clients. CohnReznick Advisory LLC and its subsidiaries are not licensed CPA firms. CohnReznick is an equal opportunity employer, committed to a diverse and inclusive team to drive business results and create a better future every day for our team members, clients, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see Equal Employment Opportunity Posters If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at CRaccommodation@CohnReznick.com Please note: This email address is reserved for individuals with disabilities in need of assistance and are not a means of inquiry about positions or application statuses. CohnReznick does not accept unsolicited resumes from third-party recruiters unless such recruiters are currently engaged by CohnReznick Talent Acquisition Team by way of a written agreement to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that CohnReznick will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity. #GD #CB