Wipfli
We are curious, inventive, perceptive and approachable. We push beyond the obvious answers to find smarter solutions.
Remote

Help Desk Specialist I

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At Wipfli, people count
The way you think makes you different. At Wipfli, we embrace that.
Our inclusive culture provides a space for everyone to have a voice. Our growing number of DEI resource groups celebrate diversity and champion awareness throughout Wipfli.
We're also focused on helping you achieve success with balance. From hybrid schedules and flexible time off to training programs and mental wellness initiatives, we take care of our team.
If you want to be in an environment where you can grow, feed your curiosity and make a difference, Wipfli is the place for you.
Wipfli LLP is seeking candidates for a HelpDesk Specialist I position working remotely or in any of our US based offices. Under the direction of the IT HelpDesk Manager, the HelpDesk Specialist provides quality technology support to the firms associates with a high degree of customer satisfaction, technical expertise, attention to detail and timeliness, in accordance with firm policies and procedures.
Responsibilities:

  • Work on incidents and service requests, answer phones, respond to chats, escalate tickets and take escalations, complete project work and advance skill level through training and knowledge transfer.
  • Provide excellent customer service support to the firms associates for core MS Office, tax and audit products, other hardware and software issues
  • Resolve or escalate issues while recording all actions, communications, notes and resolutions for issues being investigated through provided tools and systems and in accordance with HelpDesk Procedures
  • Act as an advocate for firm associates and other support staff to ensure that issue resolution is completed within published standards
  • Develop Subject Matter Expertise for additional assigned systems or applications including understanding and documenting support processes and procedures
  • Develop and maintain knowledge articles and provide end-user assistance, knowledge transfer and training for area of expertise.
  • Develop and test documentation and knowledge base articles as needed or directed according to firm policies and procedures
  • Provide assistance and training on current processes, system, or firm knowledge to other I3T associates
  • Identify process and documentation shortcomings and make recommendations for process or documentation improvement. Participate in projects to improve process, quality, or efficiency of support
  • Assist in creating FAQ documents, tips, and techniques documents for firm associates


Qualifications:

  • An Associate Degree in Information Technology, or an equivalent combination of education and job-related experience
  • Ideal candidate will have 3+ year of job-related experience
  • Requires a exceptional customer service and communications skills
  • Prior computer system experience including demonstrated skill in providing support for hardware and software in a MS environment
  • Exceptional troubleshooting and problem-solving skills
  • Results-driven person displaying initiative to find resolutions to difficult problems.
  • Must be dependable, reliable, and able to multitask


Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identify, citizenship status, veteran status, disability, or any other characteristics protected by federal, state, or local laws. #LI-REMOTE #LI-EC1
Wipfli supports equal pay for equal work and values each candidate's unique experiences and skill sets. The estimated pay range for this position is: $17 to $28 an hour. Compensation within the range is determined by a variety of factors including, but not limited to, location, individuals' skills, experience, training, licensure and certifications, business needs and applicable employment laws.
Individuals may be eligible for an annual discretionary bonus, subject to participation rules and based on a variety of factors including, but not limited to, individual and Firm performance.
Wipfli cares about our associates and offers a variety of benefits to support their well-being. Highlights include 8 health plan options (both HMO & PPO plans), dental and vision coverage, opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program. Other benefits include firm-sponsored basic life and short and long-term disability coverage, a 401(k) savings plan & profit share as well as Firm matching contribution, well-being incentive, education & certification assistance, flexible time off, family care leave, parental leave, family formation benefits, cell phone reimbursement, and travel rewards. Voluntary benefit offerings include critical illness & accident insurance, hospital indemnity insurance, legal, long-term care, pet insurance, ID theft protection, and supplemental life/AD&D. Eligibility for all benefits programs is dependent on annual hours expectation, position status/level and location. Wipfli offers flexibility for many positions to be performed remotely; please discuss your work preferences with your recruiter during the interview process.
#LI-REMOTE #LI-BD1

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What are Wipfli Perks + Benefits

Wipfli Benefits Overview

At Wipfli, curious is our approach to the world. We push beyond the obvious answers to find smarter solutions for clients and look at business challenges from every angle. People matter here, and they feel it. We invest in your career development through tuition reimbursement, external training support, LinkedIn Learning access and our internal online learning center and leadership training.

We also back up our mission to provide a strong work-life balance with great benefits, UTO, wellness benefits and programs to encourage a healthy lifestyle.

Culture
Volunteer in local community
We are committed to helping our communities and support time off for associates to volunteer. On average, they volunteer a combined 15,000+ hours each year.
Partners with nonprofits
The Wipfli Foundation supports education programs that support furthering diverse representation in our industry.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
All associates are required to attend unconscious bias training.
Diversity employee resource groups
This year, we launched three business resource groups (Women of Wipfli, Wipfli Pride and Embrace ) to give voice to and elevate issues inside our firm for diverse groups. And we plan to add more.
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
We are committed to helping our communities and support time off for associates to volunteer. On average, they volunteer a combined 15,000+ hours each year.
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Fitness stipend
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Our culture is steeped in values focused on our associates and it drives the benefits we offer

• Empower: We give our people the opportunities and resources to find, follow and grow to achieve their dream career.

• Connected: We value everyone’s individual strengths, and we cultivate a culture where relationships thrive.

• Impact: Our passion for excellence drives us to get results through our expertise, experience and teamwork.

• Transparency: We welcome candor so all voices and perspectives come together to solve problems and serve clients.

• Flexibility: We give people the freedom to shift their career paths and achieve work-life balance, which creates happier and more productive teams.

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