Withum · 1 day ago
IT Service Analyst II
Rochester, NY
Full-time
Onsite
Mid Level
$60K/yr - $70K/yr
3+ years expWithum is a place where talent thrives, offering endless opportunities for growth and teamwork. The IT Service Analyst II role involves providing second and third level hardware, software, and networking support while ensuring outstanding customer service for the firm’s staff.
AccountingAdvertisingConsultingEdTechFinanceFinancial ServicesMedia and Entertainment
Hiring Manager
Nicole Neglia, SHRM-SCP
Responsibilities
Daily monitoring of the incident management system (ITSM) to ensure tickets are distributed and addressed in a timely manner
Timely acknowledging support requests
Documenting, tracking, and resolving issues within published service level agreements
Documenting and tracking hardware distribution via firm asset management software (ITAM)
Effectively communicating support efforts and resolutions
Providing 2nd and 3rd level hardware, software, and fundamental networking support
Delivering remote support to users throughout the Firm via phone, email, chat or our remote support platform
Acting as an onsite representative for technology initiatives
Assisting management in proactively meeting the technology needs of the office by keeping IT management abreast of issues and activities
Working closely with members of the IT team to ensure successful completion of technology projects throughout the Firm
Seeking and creating opportunities of growth through automation, innovation and process improvement
Other responsibilities may be assigned as needed
Completing all required CPE learning hours and yearly goals effectively and timely
Qualification
Required
Minimum 3 years working experience in related support service field
Experience supporting end-users in a Microsoft environment
Strong working knowledge of but not limited to – Microsoft Products including Teams, Microsoft 365, OneDrive, SharePoint and Outlook
Associates degree in an IT related field or combination of education and technical training required
Windows 10/11, CompTIA A+, or CompTIA Network+ or Microsoft Azure certification
Experience troubleshooting computer and mobile device hardware
Foundational knowledge in video conferencing and audio-visual hardware
Understanding of networking fundamentals
Understanding of Basic ITIL Process, SLA, Priority & Severity Matrix
Self-motivated and dedicated to continual personal and professional improvement
Strong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staff
Flexibility to adapt quickly to change within the Firm and within the accounting industry
Must be able to work extended hours when required
Ability to lift up to 50lbs
Willingness to travel to remote offices as needed
Preferred
Strong working knowledge of accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy and SurePrep (desired)
Experience working in a public accounting, or other professional services, firm a plus
Benefits
Competitive benefits package
Bonus program (for eligible roles) based on individual and firm performance
Company
Withum
Withum is a accounting and consulting firm focus on technology and media.
1001-5000 employees
H1B Sponsorship
Withum has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Jim Bourke
Managing Director Advisory Services
V
Val Orekhov
Partner
Recent News
Seattle TechFlash
2025-09-26
Rochester Business Journal
2025-09-12
2025-07-07
Company data provided by crunchbase