Senior IT Helpdesk Technician

Job description

At Armanino, you determine your career path. This means it's possible to pursue challenges you are passionate about, in industries you care about. Armanino is proud to be among the top 20 Largest Firms in the United States of America and one of the Best Places to Work. Armanino (USA) has more than 2500 employees across the USA and more than 20 offices in different states of the USA. We have a community of resources that are ready and willing to support your ideas, build your skills and expand your professional network. We want you to integrate all aspects of your life with your career. At Armanino, we know you don’t check-out of life when you check-in at work. That’s why we’ve created a unique work environment where your passions, work, and family & friends can overlap. We want to help you achieve growth by giving you access to a network of smart and supportive people, willing to listen to your ideas. This open position is for Armanino India LLP. Armanino India LLP is a fully owned subsidiary of Armanino (USA). Responsibilities Provide advanced end-user support for Windows and macOS systems, Microsoft 365 (Teams, Outlook, SharePoint, OneDrive), Entra ID, Intune, VPN, printers, scanners, and virtual desktop infrastructure (VDI). Application Support Requirement s: Provide support for core business and operational applications /systems , assisting with deployments, upgrades, integrations, and troubleshooting advanced software issues. Endpoint Support: Assist with endpoint management, coordinate device imaging and configuration, lead troubleshooting of advanced hardware problems, and support lifecycle planning for user devices. Merger & Acquisition (M&A) Support: Assist in coordinating IT-related activities during mergers and acquisitions, including supporting application migrations, conducting system discovery, and facilitating the smooth integration of technology environments. Enforce and monitor security controls such as multi-factor authentication (MFA), conditional access, and data loss prevention (DLP). Maintain audit-ready documentation for compliance and security standards. Handle escalated issues from Level 1 technicians, ensuring timely and accurate resolution. Maintain composure and professionalism while managing high pressure or critical incidents. Mentor and train Level1 technicians, fostering a culture of knowledge-sharing and professional growth. Create and maintain knowledge base articles and runbooks to improve team efficiency and consistency. Identify gaps in support, knowledge, or process, and drive initiatives for improvement. Collaborate with vendors and external partners to resolve issues and implement solutions. Participate in after-hours rotations during peak business periods to ensure uninterrupted IT support to serve as an escalation path. Communicate effectively with stakeholders across the firm, translating technical concepts into actionable business language. Assist with office technology migrations and IT infrastructure changes, including hardware setup, workstation rebuilds, office relocations, and equipment moves, ensuring minimal disruption to business operations and working in coordination with the IT team. Requirements 3-5+ years of experience in desktop/helpdesk support within a medium-to-large organization. Strong proficiency in PowerShell scripting and automation. Deep expertise with Microsoft 365, Intune, and Entra ID administration. Experience supporting tax and audit applications (e.g., CCH, Thomson Reuters, Caseware, QuickBooks). Solid understanding of ITIL practices and service management principles. Excellent oral and written communication skills, with customer service orientation. Demonstrated ability to handle escalations and high-pressure situations professionally. Certifications: CompTIA A+, Network+, Security+, Microsoft MD-102, ITIL 4 Foundation (preferred). Leadership skills and experience mentoring team members. Ability to identify and escalate problem tickets from Level 1 support staff. Proactive in identifying and addressing support, knowledge, and process gaps. Strong stakeholder management and interpersonal skills. Experience collaborating with cross-functional teams and vendors. Compensation and Benefits Compensation: Commensurate with Industry standards Other Benefits: Provident Fund, Gratuity, Medical Insurance, Group Personal Accident Insurance etc. employment benefits depending on the position. "Armanino” is the brand name under which Armanino LLP, Armanino CPA LLP, and Armanino Advisory LLC, independently owned entities, provide professional services in an alternative practice structure in accordance with law, regulations, and professional standards. Armanino LLP and Armanino CPA LLP are licensed independent CPA firms that provide attest services, and Armanino Advisory LLC and its subsidiary entities provide tax, advisory, and business consulting services. Armanino Advisory LLC and its subsidiary entities are not licensed CPA firms. Armanino provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Armanino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Armanino expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Armanino employees to perform their job duties may result in discipline up to and including discharge. We have a community of resources that are ready and willing to support your ideas, build your skills and expand your professional network.