Founded in 2023, Crete Professionals Alliance (Crete PA) delivers big four firepower to local American firms. Our rapid growth has made us a magnet for leading firms nationwide, eager to join our revolution in accounting. We empower small to mid-market firms with PE-backed capital, strategic technology partnerships, and innovative workforce solutions—including national recruiting and offshore support—while preserving a personal, local touch. With a presence in over half the US, 17 regional offices, 900 dedicated professionals, and offshore operations in Asia, we're the fastest-growing accounting firm in the nation and well on our way to the top 20. At Crete PA, our culture and relationships are the cornerstone of our success, and we’re always looking for talented, ambitious people to join our team. Do you have what it takes to keep up?

The Service Desk Technician II will act as the primary point of contact for all IT incidents and service requests, prioritizing based on urgency and business impact. This role ensures that each issue or request is handled using standardized, comprehensive troubleshooting procedures, and that detailed documentation is provided for escalations to IT Security or System Administration as needed.

This position provides first-line technical support for internal staff, addressing hardware, software, and networking concerns. Additionally, the technician will assist in creating and maintaining technical documentation related to IT policies and procedures.

Responsibilities

• Serve as the initial contact for identifying and resolving technical issues, and document requests and statuses using the IT ticketing system (ConnectWise).

• Handle a high volume of inbound service desk calls and interactions in a fast-paced environment.

• Apply analytical and creative problem-solving skills to tackle moderately complex issues with minimal supervision.

• Deliver outstanding customer service by actively listening, diagnosing issues, and providing timely, professional, and empathetic support.

• Perform remote diagnostics and troubleshooting, asking clarifying questions to determine the most appropriate solutions.

• Create thorough documentation for issues, resolutions, customer interactions, and diagnostic steps taken.

• Collaborate effectively with internal clients and IT team members to ensure prompt and acceptable technical solutions.

• Actively suggest and implement ideas for continuous service improvement.

• Manage the full lifecycle of support tickets, ensuring users remain informed and expectations are effectively managed.

• Maintain current knowledge of hardware, software, and general IT infrastructure.

• Assist in the analysis of recurring issues and contribute to improvements in procedures, standards, or systems.

• Perform additional duties as assigned.

Skills & Competencies

• Minimum of 2 years’ experience in a high-volume service desk or IT support role.

• Committed to delivering exceptional customer service and support with consistent follow-through.

• Self-motivated, capable of working independently, and able to thrive in a dynamic environment.

• Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical users.

• Proficient in diagnosing and resolving hardware and software issues on Windows systems, printers, mobile devices, cloud-based applications, and network connections (e.g., VPN, Wi-Fi).

• Strong problem-solving, analytical thinking, and time management abilities.

• Experience with Remote Monitoring and Management (RMM) tools (e.g., ConnectWise) and Mobile Device Management (MDM) platforms such as Intune.

• Skilled in delivering advanced support and executing technical solutions for a variety of IT systems and applications.

• Experience with Dell/HP hardware, Windows 11 configuration including employee onboarding/offboarding

• Ability to identify, categorize, and retain knowledge of various call types and resolutions.

• Proficient in Microsoft 365 (Teams, Outlook, OneDrive, SharePoint), Entra, Intune, MFA/SSO.

• Excellent interpersonal skills, with the ability to explain complex IT solutions to non-technical users and translate user needs into technical requirements.

This position operates as part of a US East Coast-based team, with typical working hours aligning with EST to facilitate effective collaboration. We offer flexibility in managing your schedule to maintain a healthy work-life balance while meeting business needs.

We are excited to invite talented individuals to join our dynamic team! This position offers a competitive hourly range of $30.00-$35.00, commensurate with experience and qualifications.

In addition to a rewarding career, we provide a robust benefits package, including:

• Health, Dental, and Vision Insurance (with options for fully paid employee only coverage for health and dental)

• Company-Paid Life and Long-Term Disability Insurance

• Ancillary Benefits such as supplemental life insurance and short-term disability options

• Classic Safe Harbor 401(k) Plan with employer contributions

• Opportunities for professional growth, learning, and development including access to Becker and LinkedIn Learning

We are committed to fostering a supportive and inclusive workplace where every team member can thrive. Apply today to be part of a company that values its people and their contributions!

Crete Professionals Alliance is an equal opportunity employer, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state of federal law.


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