As CohnReznick grows, so do our career opportunities. As one of the nation’s top Professional Services and Business Advisory firms, we foster teams in Advisory, Assurance, and Tax services that value innovation and collaboration in everything they do!

We currently have an exciting career opportunity for a highly motivated, dynamic, and customer-focused IT professional to join our Information Technology team as a Field Support Services Technician. This role will be based out of our Philippines office in Manila and will report directly to the Senior Manager of the User Experience in the United States. In this capacity, this team member will be primarily responsible for delivering IT service excellence and support to our users as well as provide general assistance to our IT teams based in the U.S. and Chennai, India.

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 hybrid which means team members are expected to be thoughtful and intentional in how they create opportunities for in-person collaboration. While the cadence of in-office presence is determined at the team level, our professionals are encouraged to be in the office/together in person on average 3 days a week.

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.

YOUR ROLE.

As the inaugural dedicated IT technician in this office, this person will serve as a subject matter expert and trusted advisor to all. Helping those in the office and visitors with day-to day issues. They will also be instrumental in the onboarding and offboarding of workers in this office. The ideal candidate will bring a blend of technology expertise, a proactive and entrepreneurial mindset, and a strong commitment to outstanding customer service and support.

Responsibilities include but not limited to:

General Hardware/Software Support:

• Provide first and second level support to troubleshoot and resolve issues involving hardware, software, connectivity, etc.
• Coordinate with and escalate issues to next-level support as necessary
• Utilize remote management tools to assist users and troubleshoot issues
• Adhere to our ITSM processes in responding to CohnReznick’s IT support structure involving Incidents, requests, tasks, etc.
• Ability to identify and document solutions for knowledge base articles
• Install and configure computer hardware, software, and printers (the US Team will provide the CohnReznick OS image for remote imaging).
• Partner with the CohnReznick ServiceDesk to provide Tier 1 break/fix troubleshooting and technical support (this may be done in person or remotely).
• Contact authorized service centers and coordinate repairs for equipment under warranty or manufacturer's guarantees
• Repair and replace IT equipment and components as necessary

Network Support:

• Monitor Internet status and proactively communicate trending issues with direct manager and other IT members
• Contact Internet service providers and our internal IT team if bandwidth stability issues arise or when there is no Internet connection

User Support:

• Set up accounts for new users
• Assist employees when they cannot connect to the network and printers
• Assist employees when they cannot access the remote desktop
• Document ticket notes thoroughly to ensure next-level support has all required info

General Technical and Administrative Support:

• Oversee and/or assist with project management on technology initiatives and to ensure that the work being done meets the specifications
• Interface with vendors and contractors for services as needed
• Work with both the local Finance/Accounting and the US Technology teams to acquire technology equipment
• Prepare used/return technology equipment for reuse or e-waste disposal
• Collaborate with the firm’s IT Asset Management team on computer inventories and ITAM initiatives including laptop refreshes and computer equipment inventory
• Communicate with both the US Technology Team and with vendors to seek assistance on IT requests when needed
• Maintain and provide reporting as requested.
• Manage critical tasks related to the firm’s onboarding/offboarding process including but not limited to:
• Creating new AD accounts for new hires, external consultants as scheduled
• Disabling AD accounts (users and computers) as scheduled/requested
• Running script to terminate accounts as scheduled
• Updating AD accounts to reflect correct changes (name changes, new titles, etc.)
• Updating distribution lists
• Creating Exchange accounts/verify accounts
• AD hygiene
• O365 administration (assign/verify proper licensing), delegation, forwards/auto-replies

Stakeholder Collaboration & Communication:

• Regularly communicate on what is going on in the Manila office to the US technology teams

Process Improvement and Automation:

• Develop efficient workflows for the Manila office that align with the those used across the firm.
• Establish continuous improvement processes for daily operations.

YOUR EXPERIENCE.

The successful candidate will have:

Education:

• Bachelor’s degree in Information Technology or a related field is preferred

Experience:

• 2+ years of experience in the field of IT support services in a Microsoft environment
• Working experience with Microsoft Office 365 (Word, Excel, Outlook, PowerPoint, MS Teams)
• Experience with computer systems, hardware, software, and networking
• Understanding of technology products, services, and market trends
• Understanding of ServiceNow or similar ITSM/Ticketing management tools
• Understanding of basic IT security concepts (Antivirus, Spam blockers, malware, phishing, etc.)
• Basic understanding of Local Area Networking (LAN) and TCP/IP concepts, specifically within a Microsoft Networking infrastructure

Preferred Qualifications

• Experience within a professional services, financial services, or a technology-driven environment is highly desirable
• Knowledge of IT service management and ITIL frameworks.

Interpersonal Skills:

• Demonstrated ability to build and work in a high-performing team, and to foster a collaborative culture
• Excellent communication, negotiation, and presentation skills
• Proven ability to influence stakeholders at all levels, across multiple departments, and build consensus around complex technology initiatives

Analytical Skills:

• Strong analytical and strategic thinking abilities, with a demonstrated capacity for innovative problem-solving and decision-making in a fast-paced, dynamic environment.
• Project management and organizational capabilities.

Non-Technical Requirements/Skills:

• Exceptional customer service skills
• Effectively communicate both verbally and in written form to all levels of Firm staff
• Ability to work collectively with IT management and peers on projects
• Capable of working independently, taking initiative, proactive and manage multiple tasks simultaneously
• Maintain an organized and efficient work area, including maintenance of supplies and equipment
• Work in an effective, consistent manner maintaining quality assurance and compliance with established directives, policy and best practices
• Maintain a professional manner and appearance in the workplace
• Demonstrate integrity consistently, both in and outside the workplace
• Maintain the confidentiality, security and exercise discretion regarding all firm issues and information
• Adaptable and ability to accommodate flexible work hours, including Saturdays and Sundays and during tax season
• Possess the enthusiasm and ability to help us champion strategic and transformative change within our user community
• Travel to other office locations if necessary

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.

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.

Please refer to job description.