IT Support Coordinator

About the Firm

PKF O’Connor Davies is a top-ranked accounting, tax, and advisory firm with offices across the U.S. and internationally through our PKF global network. For over a century, we have built our reputation on deep industry expertise, a personalized approach, and a commitment to delivering real value to our clients. Our mission is to provide exceptional service while fostering long-term relationships built on trust and integrity. We serve a diverse client base across industries and sectors, helping organizations and individuals navigate complex challenges with confidence.

At PKF O’Connor Davies, culture is at the heart of who we are. We believe our team members are our greatest asset, and we invest in their growth and success through mentorship, professional development, and continuous learning opportunities. Our goal is to foster a collaborative environment where diverse perspectives are valued, innovation is encouraged, and team members can make an impact. We are also committed to supporting work–life balance, offering flexibility and resources to help our team members grow their careers while maintaining fulfilling personal lives.

Responsibilities

• Provide first contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Troubleshoot hardware and software issues, including desktops, laptops, printers, and mobile devices.
• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Train and provide on-site orientations for new staff on office computer applications.
• Document and actively resolve end-user help requests and escalate incidents when necessary to maintain SLA expectations.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.

Requirements

• Experience with Windows 10/11 desktops along with a basic knowledge of Windows 2019 or higher server operating systems.
• Working technical knowledge of basic computer hardware.
• Specific knowledge of Dell laptops and desktops a plus.
• Experience with Apple workstations a plus.
• Basic understanding of TCP/IP, routers, firewalls, Microsoft Exchange, Active Directory and network printers.
• Experience with the Microsoft 365 suite required.
• Knowledge of InTune endpoint management a plus.
• Experience with Help Desk incident tracking tools to log, track and maintain incident history records and knowledge base preferred.
• Experience with remote control tools (e.g. Splashtop) a plus but not required.
• Experience with remote access applications (e.g. Azure Virtual Desktop) a plus but not required.
• Experience with Wolters Kluwer CCH accounting product line a plus but not required.
• Bachelor’s degree in Information Technology or a related field is preferred.
• Strong verbal and written communication skills and interpersonal skills are required.
• Able to train and provide on-site orientations for new staff on office computer applications.
• Ability to work in a fast-paced and dynamic environment and exercise patience and professionalism during stressful situations.
• Self-motivated and able to work efficiently with minimal supervision while also being able to work in a team-oriented collaborative environment.
• Able to work additional hours as needed to meet assignment, internal and/or team deliverables and cover scheduled on-call shifts during peak season.
• Capable of lifting and transporting objects such as computers, printers and peripherals.
• Travel to other PKFOD office locations may be required at times; must have a valid driver’s license and vehicle for transportation between PKFOD offices.
• IT experience within an accounting firm or prior experience in an IT support role are a plus.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.

Benefits

• Medical, Dental, and Vision plans
• Basic Life, AD&D, and Voluntary Life Insurance
• 401(k) plan and Profit-Sharing program
• Flexible Spending & Health Saving accounts
• Employee Assistance, Wellness, and Work-life programs
• Commuter & Parking benefits programs
• Inclusive Parental Leave Benefits
• Generous Paid Time Off (PTO)
• Paid Firm Holidays
• Community & Volunteering programs
• Recognition & Rewards programs
• Training & Certification programs
• Discretionary Performance Bonus

Eligibility for benefits is determined based on position, hours worked, and other criteria. Specific details will be provided during the hiring process.