Help Desk Analyst II

About Us

Baker Newman Noyes (BNN) is a top 100 tax, assurance, and advisory firm in the U.S. and holds a Best of Accounting™ recognition for superior client service. BNN was founded to create opportunity for our employees, clients, and communities. We provide expert accounting and advisory services across several industries. With offices in Maine, Massachusetts, and New Hampshire, BNN has a reputation for teamwork, collaboration, and client excellence throughout New England and beyond. BNN's culture champions career advancement, mentorship, community involvement, and exceptionally responsive client service.

About the Position

If you're looking for a rewarding opportunity in a professional atmosphere with immense positivity, incredible talent, and exciting potential, then Baker Newman Noyes is the place for you. Baker Newman Noyes is looking for a candidate to join our IT department as a Help Desk Analyst II. This individual will be the first point of contact for firm employees, providing a high level of tier 1 hardware and software technical support.

Competencies and Position Requirements

• Ability to ensure a high quality service for clients
• Responsible for support and maintenance of the AV/Conferencing Systems in the Portsmouth, NH office
• Experience responding to and resolving complex client issues through incident recognition, research, resolution, escalation, and follow up
• Identify when to escalate technical issues regarding more specialized attention form the Help Desk Supervisor
• Communicate potential issues and trends with clients or end users to the Help Desk Manager and Supervisor
• Serve an escalation point for other Help Desk Analysts and provide guidance and documentation
• Explain diverse technical topics in easy-to-understand language
• Provides one-on-one training to end users as needed
• Maintain a secure network infrastructure and promote security awareness amongst users
• Collaborate with other Help Desk Analysts on the following:
  • Creating and updating knowledgebase articles
  • Creating, maintaining, and implementing new images for desktops and laptops
  • Providing mobile device support to ensure consistent enterprise connectivity
  • Installing and maintaining software updates on all PC's
  • Supporting numerous software applications
  • Maintaining an accurate list of all PC inventory and related accessories
  • Maintaining equipment contained in our loaner pool
  • Contacting and assisting vendors with hardware and software related issues
  • Providing reports and worksheets for administration
  • Providing Informational Technology training to all new hires

Education and Experience

• Associates degree (or higher) in a relevant Information Technology field
• 3 or more years of experience in IT or a related area required
• Experience with supporting Microsoft/Office 365 Platform

Work Environment

• On-site during normal business hours Monday through Friday
• Some travel to other offices in the New England area required
• 24/7 on-call rotation schedule for system outages or escalated support tickets
• Supportive and collaborative culture

BNN strongly believes in maintaining a healthy balance between work and personal life. We support this through a variety of benefits, including:

• 20 days paid time off, 5 sick days, 11 paid holidays
• 6-week paid parental leave
• Health, Dental, Pet, Vision, Disability and Life Insurances
• 401(k) Plan with company match
• Profit Sharing Plan
• Business-casual office environment

Baker Newman Noyes is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity and expression, national origin, age, disability, genetic information, veteran status, marital status, or any other protected characteristic under applicable law.