Job Overview
Secure Accountant Solutions is a premier cybersecurity and IT firm dedicated to supporting financial and accounting professionals. We are seeking a tech-savvy, process-driven Help Desk IT Technician to join our fully remote support team. In this role, you will be the frontline hero for our clients, taking live remote calls and managing support tickets directly through Syncro MSP.
You will troubleshoot general IT infrastructure challenges alongside niche, accounting-specific software ecosystems. If you thrive in a fast-paced environment, love solving complex problems, and can maintain a calm, professional customer service attitude under pressure, we want you on our team.
Duties & Responsibilities
- Frontline Support: Respond promptly to incoming remote technical support calls and manage the lifecycle of customer support tickets within Syncro.
- Niche Software Troubleshooting: Diagnose and resolve software-specific issues stemming from major tax preparation and accounting platforms (e.g., QuickBooks, specialist tax software, document management systems).
- General IT & Infrastructure Support: Resolve end-user challenges related to Windows/macOS operating systems, hardware peripherals, and core business tools like Microsoft 365 and SharePoint.
- Network & Security Triage: Assist with basic network troubleshooting (VPN connectivity, Wi-Fi/LAN issues) and support security protocols, including handling malware cleanups, multi-factor authentication (MFA), and password resets.
- Client Onboarding & Intake: Help execute structured IT onboarding checklists, standard machine setups, and cybersecurity practice compliance (such as Written Information Security Program / WISP intake protocols).
- Documentation: Maintain highly detailed, precise notes within Syncro for every issue encountered and resolution applied to build out our internal knowledge base and save team time.
Skills & Qualifications
- Technical Troubleshooting: Proven experience diagnosing hardware, software, network, and peripheral faults quickly and accurately.
- Ticketing & MSP Tools: Direct experience or high familiarity using MSP ticketing and RMM platforms (ideally Syncro, Service Now, etc.) to track and prioritize daily tasks.
- Accounting/Tax Tech Familiarity: Prior experience supporting accounting firms or handling tax-specific applications and database local/cloud migrations is highly preferred.
- Communication & Empathy: Exceptional verbal and written communication skills. You must be able to translate complex technical steps into clear, reassuring instructions for non-technical users facing high-stress tax deadlines.
- Self-Driven Accountability: As a fully remote role, you must possess strong time-management skills, a dedicated and quiet workspace, and the internal drive to hit metrics without constant hand-holding.
Pay: $10.00 - $15.00 per hour
Benefits:
Work Location: Remote
