POSITION SUMMARY

We are seeking a highly skilled and customer-focused Senior Help Desk Technician to provide advanced technical support and lead automation efforts within our IT operations. The ideal candidate will possess strong troubleshooting expertise, deep Microsoft 365 knowledge, and experience with Accounting Software. This role will initially require 100% onsite presence for the first six months of employment to ensure seamless integration with our IT infrastructure and end-user environment.

Salary Range - $65,000 – $85,000 (based on experience, certifications, and skills)

KEY RESPONSIBILITIES

Technical Support & Troubleshooting

• Serve as a first point of contact for advanced technical issues related to hardware, software, network, and business applications.

• Provide Tier 2 and Tier 3 support for desktop systems and applications, ensuring minimal downtime and rapid resolution.

• Support and maintain key business applications include CCH pfx Engagement, Axcess Tax, GoFileRoom, and QuickBooks.

• Manage user accounts, permissions, and access through Active Directory, Microsoft 365, and other SaaS tools.

• Collaborate with IT leadership to identify and implement system enhancements and process improvements.

Automation & Process Optimization

• Develop and maintain scripts and automated workflows to increase help desk efficiency and firm operations.

• Identify repetitive tasks and design automation solutions to streamline support operations.

• Ensure automation tools align with evolving business and compliance requirements.

Documentation & Reporting

• Create detailed documentation for troubleshooting processes, system configurations, and automation tools.

• Maintain accurate records in the help desk ticketing system and track performance metrics for continuous improvement.

User Training & Mentorship

• Assist in onboarding and training employees on CCH products, QuickBooks, and other IT systems.

• Mentor junior technicians to improve troubleshooting skills and promote best practices.

System Maintenance & Security

• Perform system updates, patches, and preventive maintenance to ensure optimal performance.

• Maintain compliance with IT security protocols and industry standards.

QUALIFICATIONS

Education & Experience

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.

• 4–6 years of IT support experience, with at least 2 years in a senior or lead role.

• Hands-on experience with CCH pfx Engagement, GoFileRoom, and QuickBooks strongly preferred.

Technical Skills

• Advanced proficiency in Microsoft Word and Excel (including formulas, pivot tables, and macros) is a huge plus.

• Experience with the Microsoft 365 suite of applications (Teams, Outlook, SharePoint, Word, Excel).

• Experience with scripting languages such as PowerShell or Python to support automation.

• Strong knowledge of Windows operating systems.

• Strong understanding of networking principles, including IP configurations, DNS, DHCP, VPNs, and troubleshooting basic network connectivity issues.

Soft Skills

• Strong communication and problem-solving abilities.

• High attention to detail with excellent organizational skills.

• Ability to work both independently and collaboratively in a fast-paced environment.

• Work well as part of a team, offering support and knowledge-sharing.

Physical Requirements

• Ability to lift up to 40 lbs. of equipment.

• Frequent movement within the office to provide in-person support.

Work Arrangement

• 100% Onsite for the first six months of employment, with potential for hybrid work thereafter.

• Occasional travel to remote locations or satellite offices may be required.

EEO:

Calibre is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law.