Title: IT Support Analyst Reports to: Senior Director of Corp IT and Security Location: Remote, USA Compensation: $24-$25/hour 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.

Maven is hiring for Remote IT Service Desk Analysts that will provide Tier 1 IT support to inquiries made through the Service Desk. Production support includes: network, security, internally developed applications, and corporate systems and employees. Job Responsibilities: · Providing exceptional service and solutions through to users of our customers IT Service Desk; working directly with users in a friendly, helpful way, including reaching out to them for resolution, building trust, and educating them in a way that addresses trends; and regional users are completely satisfied with IT support services · Answering inbound help desk calls, tickets and emails from corporate users, and resolving the majority of technical issues from the playbook · Supporting enterprise production support process for reporting, evaluating, resolving incidents · Leveraging Salesforce as a ticketing tool · Reviewing tools, calls, and reports to define trends of issues that can be resolved with people, process or systems · Reporting on metrics like call volume, call types, technical talk time · Contributing to improving the help desk process, and reducing trends to drive down overall incident volume · Serving as liaison to various departments within to provide assistance and access to information, or systems, when issues arise · Complete daily help desk checklist summarizing handoff tickets, policies and settlements · Lead specialists may also act as manager on call. Requirements: · Strong customer service, organization, and communication skills · Strong process management skills · Ability to understand software, hardware, telephony and connectivity · Ability to acquire data · Ability to multi-task · Ability to focus on objectives while being detail-oriented · Ability to work independently · Strong problem-solving skills · Ability to work effectively with colleagues · Ability to listen effectively and communicate with candor and honesty · 1-2 years in IT Support (Service Desk preferred and/or Deskside experience · Experience in supporting multi-site and/or supporting or deploying systems preferred · Experience using Service Desk ticketing system to track incidents/requests · Experience win Medium/large support environments · Certifications such as A+, HDI, ITIL, Network +, Microsoft certs helpful but required · Experience supporting: Windows OS, MacOS, VOIP Support, Hardware Troubleshooting/Support (Laptop, Desktop Peripherals), MFA, Active Directory, MS Office/Office 365 Support, Smartphone OS, Corporate LAN/WIFI Support

• Serve as the initial point of contact for end-user technical issues and service requests via phone, email, and ticketing systems. • Troubleshoot account issues in Active Directory and Microsoft Entra ID, including password resets, lockouts, and group membership updates. • Provide basic support for Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive. • Use ServiceNow to log, track, and manage incidents, ensuring timely resolution or escalation. • Support Microsoft 365 environments under the guidance of senior staff (e.g., mailbox permissions, license verification, Intune device enrollments). • Escalate advanced issues—such as device compliance, Conditional Access modifications, and file migrations—to L2+ engineers. • Follow documented SOPs and contribute to internal documentation (e.g., knowledge-base articles). • Maintain clear, professional communication with end users throughout the support process.

Who We Are Robert Half is seeking a Support Specialist I who will coordinate, diagnose and troubleshoot incoming global employee support interactions. Provides Robert Half or Protiviti support services on technical, hardware, and information technology issues reported by employees involving laptops and desktops from local and remote personnel (may include candidate and branch location support as needed) using network various remote access methods. Provides timely resolution of problems or escalation on behalf of customer to appropriate escalation technical personnel. Provides timely case (incident) status updates to management and end-users; supports and maintains effective user relationships; and adheres to standard operating procedures and customer service guidelines relating to remote IT support. What You'll Do - Answer front line support interactions and assist users migrating to new user tenant. - Assign support interactions to appropriate level support for further assistance as needed. - Perform service interactions for corporate and field users and document all support incidents into support team Incident Tracking Database. - Listen to constructive feedback and incorporate feedback into daily work style. Look at areas to improve and proactively research best method for improvement. What You'll Need - High School diploma or equivalent. College degree preferred. - A+ & Network Essentials preferred. - 1 year technical support experience preferred. - Basic PC troubleshooting knowledge. - Basic level of experience with using Microsoft Office Suite. - Basic understanding of Windows OS and remote connectivity methods - Effective oral, written, and interpersonal communication skills. - Ability to work using set processes independently and with others. - Ability to demonstrate a sense of urgency. - Share knowledge with team - Ability to demonstrate a professional communication manner. - Adhere to standard of conduct in keeping with RH's LEAD Principles. - Ability to multi-task and ability to adapt to changing priorities or processes. - Demonstrated basic problem-solving and organizational ability. - Decision making ability and time management skills. Ability to handle escalated and time sensitive issues. - Ability to research issues and exercise judgment. - Ability to follow directions, procedures. - Ability to demonstrate reliability and attendance. - Ability to prioritize work assignments. - Ability to manage conflict. - Ability to maintain confidentiality. The typical hourly pay rate for this position is shown below and is negotiable depending upon experience and location. $21.63 - $31.73 Benefits are available to contract/temporary professionals, including medical, vision, and dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information. Robert Half Inc. is an Equal Opportunity Employer. M/F/Disability/Veteran As part of Robert Half’s Corporate Services facility employment process, any offer of employment is contingent upon successful completion of a background check. Our recruiters use their expertise and may utilize AI to help with their evaluation of candidates. Robert Half is committed to being an equal employment employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to HRSolutions@roberthalf.com or call 1.855.744.6947 for assistance. In your email please include the following: - The specific accommodation requested to complete the employment application. - The location(s) (city, state) to which you would like to apply. For positions located in San Francisco, CA: Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. For positions located in Los Angeles County, CA: Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.