IT Support Analyst

About The Role

At PaulHood, we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm.

As an IT Support Analyst, you will be instrumental in providing technical support to end-users, onboarding new employees, and managing access provisioning to various systems. To succeed in this role, it will be important that you demonstrate strong troubleshooting skills, a human-centric mindset, and the ability to work both independently and collaboratively in a fast-paced environment.

What You Will Do:

Technical Support

• Provide tier 1 technical support to end-users via phone, email, Teams chat, or in-person.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues.
• Escalate complex issues to higher-level support when necessary.

Onboarding & Offboarding

• Collaborate with HR and hiring managers to ensure smooth onboarding of new employees, including setting up workstations, accounts, and required software.
• Conduct orientation sessions for new hires on IT policies, tools, and best practices.
• Coordinate offboarding processes by revoking system access, collecting equipment, and updating asset inventory.

Access Provisioning & Identity Management

• Provision, monitor, and manage user accounts, groups, and permissions across multiple systems using identity and access management tools.
• Maintain documentation of user access rights, security groups, and role-based access controls.
• Regularly audit system permissions to ensure compliance with security protocols and company policies.

Customer Service

• Provide exceptional customer service, ensuring user satisfaction by following up on issues and requests in a timely manner.
• Educate users on best practices to reduce ticket volume and promote efficient use of technology tools.

Continuous Improvement

• Suggest process improvements based on recurring support issues and user feedback.

Experience You Will Need

• One year prior experience in a cloud-based IT support role.
• Proficiency with both Windows and MacOS operating systems.
• Experience provisioning and managing user accounts using an SSO platform (Okta, JumpCloud, OneLogin) and managing a fleet of devices with an MDM (InTune, Kandji, or similar).
• Familiarity with cloud-based computer environments like AWS or Azure.
• Working knowledge of Office 365, Active Directory, and common business software tools.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP), hardware setup, and troubleshooting.
• Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk) and remote support tools.

Certifications (Preferred)

• CompTIA A+, Network+, or other relevant certification.

Who You Are

• You have excellent communication skills with the ability to translate technical information into user-friendly language.
• You’ve got strong problem-solving aptitude, attention to detail, and the ability to manage multiple tasks simultaneously.
• You display a high degree of professionalism, confidentiality, and integrity in handling sensitive data.

What’s In It For You

You’ll become a welcome member of a supportive and collaborative team and corporate culture, with ample opportunities for professional growth. You’ll enjoy the opportunity to work with a diverse set of technologies, and to continuously enhance your IT skill set. You will join a forward-thinking team that is reshaping the future of the tax and accounting industry. With a strong commitment to diversity and inclusion, our gender-balanced leadership group reflects our belief in the power of varied perspectives to drive innovation. You’ll align with an organization that helps its clients optimize their financial health, enabling them to keep more, save more, and protect more of their money so they can use it for the things they care about most. Along with the inherent satisfaction of aligning with a business that is changing the lives of thousands of people, you’ll be part of a team that prioritizes trust, collaboration, and having fun. We work hard and value rest.

In addition, our benefits package includes:

• Competitive Compensation
• Generous Paid Time Off Benefits + 17 Company Holidays
• Bonus Opportunities
• Stock Options
• Comprehensive Employee Benefits Package
• 401k Program with Company Matching
• Paid Volunteer Days
• Educational/Personal Growth Reimbursement

EEO and Diversity Statement

PaulHood is an equal opportunity employer. We recruit, employ, compensate, develop, and promote without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state, and local laws. If you need reasonable accommodation in the application or interview process, please tell us.

At PaulHood, we champion a vibrant workplace culture that thrives on diversity, and we do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by a passion for creating an inclusive space for all. Believing a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices, PaulHood will continue to champion a workplace culture that prizes diversity and inclusivity.

Key skills/competency

• Technical Support
• Troubleshooting
• End-User Support
• Hardware/Software Support
• Network Diagnostics
• User Onboarding/Offboarding
• Access Management
• Identity Management
• Customer Service Excellence
• Office 365/Active Directory