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Take your career to the next level at a top 10 U.S. CPA and advisory firm.  At BKD, we offer the resources you need to go as far as your talent will take you.  Build your skills focusing on specific industries and service areas while delivering unmatched client service to high-profile companies and organizations.  Take a closer look at BKD, a stable, growing firm that offers you competitive compensation, People First benefits and paid time off.

Work with great people and experience rewarding career opportunities.  Our approximately 2,000 CPAs, advisors and dedicated staff are based in 29 offices that serve clients in 50 states and internationally.

Position Description:

The Technology Coordinator (TC) Supervisor will be a hands-on TC and actively involved in resolving incidents, managing service requests, etc.  The TC Supervisor will have added duties of supervising six to 12 TCs dispersed across multiple offices.  TC Supervisors will be expected to follow, and ensure TCs follow, firm established guidelines, policies and procedures in respect to the implementation and support of BKD technology and users.  Some duties listed below will vary by office.  This position will require various work schedules between 7 a.m. - 7 p.m., plus overtime as needed.

End User Support/Helpdesk

• Process and manage end user requests for assistance via phone/email/chat from offices across the firm
• Diagnose/troubleshoot all IT-related issues (hardware/software/training) and resolve or escalate as necessary
• Document software/hardware issues and resolutions in the firm ITSM software.  Give feedback to National Office and other TCs in regard to findings in order to facilitate identification of recurrent issues, as well as contribute findings to knowledge base software for future reference
• Be willing to use and monitor personal mobile device for on-call issues outside of business hours
• Rotate through Service Desk supplemental/backup rotation as required
• Participate in firm projects as assigned
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Office IT Infrastructure Support

• At the direction of the IT Infrastructure team, assist with the setup and maintenance of all hardware and software, including but not limited to server(s), server rack/server closet, server room climate control, router, hubs, switches, wiring rack, wiring/cabling, fax services, copiers, printers, scanners, tape backup drives, UPS systems, secondary application servers, Wireless Access Points (WAP), WAN connectivity equipment
• Assist with, documenting, tracking and troubleshooting any network hardware failures
• Maintain documentation; cabling diagrams, settings, procedures, etc.
• Coordinate scheduled maintenance events with staff
• Assist the Infrastructure team, and under their direction, in the upgrade of infrastructure hardware in the local office
• If needed, assist Infrastructure team with server backup processes

Telecom

• At the direction of IT Infrastructure, assist with setup, management and troubleshooting of all telecommunications equipment, including but not limited to voicemail/telco server/system, handsets, wiring rack/panel, UPS, backup system
• Training of end users on use of phone system and voicemail system
• Conference call (tele and video) schedule and setup, including Microsoft LYNC
• Maintain documentation and layout for all telco equipment

Development

• Maintain general awareness of current technology and its potential application to the firm, regions and offices as applies to improving efficiency or reducing overhead
• Assess and analyze methods for improving overall efficiency of self/dept./office/firm or increasing functionality of existing hardware and software through innovative use or improved training

Security

Manage physical IT security for office location:

• Set up and maintain all hardware for system, including but not limited to server, wiring, vendor contacts, locks, magnetic and/or swipe cards, biometric hardware and coordinate through building management where required
• Troubleshoot failures; liaison between IT department and vendors
• Set up new employees in system
• Train employees in use of system
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Administration

• Hardware:  Acquisition, allocation, set up/deploy and upgrade/maintain all office PC-based hardware, including but not limited to PCs, monitors, portable printers, portable scanners, digital cameras, projectors, flash memory readers, USB memory keys
• Software:  Installation of all software via imaging, Altiris deliveries and manual when necessary.  Assist in software and/or data conversion.  Retention and maintenance of obsolete software where client data may still need to be accessed
• Training and orientation:  Provide end user training regarding basic care, maintenance and use of hardware as well as performing new user orientation
• A/V projection:  Scheduling, event setup and end user support as necessary
• Assist BKD Mobility with the initialization, setup and ongoing support of Smartphones connected to BKD’s resources
• User account management
• Assist with and participate in disaster recovery processes at the direction of IT Security
• Inventory
  • Maintain inventory of all hardware, software
  • Maintain inventory/map of all network/telco cable locations
  • Maintain inventory/map of all network hardware locations
  • Maintain inventory for shared, successor auditor, hot spare, temp employees
  • Assist Mobility Support in maintaining inventory of all personal handheld devices that have been set up/configured to interface with firm email/scheduling program
• Data management/backup:  Educate users on proper data storage processes and assist users with ensuring data is backed up to proper location on regular basis as appropriate and communicate electronic file retention policies as directed
• Consumable supply management, if necessary

Supervisory

• Monitor individual queues of assigned TCs to ensure proper distribution of workload
• Monitor firm wide incident and service request queues in order to deliver timely, professional and high-quality technical and administrative support
• Mentor TCs on a technical and professional level
• Communicate to the BKD Service Desk Manager on performance and capabilities of assigned TCs
• Lead training for TCs on new technologies
• Develop training plans for assigned TCs
• Conduct performance reviews and work with TCs to define career development and career objectives
• Working with other TC Supervisors and the Service Desk Manager, define schedules, set priorities and deal with administrative issues as needed.  Schedules will include ServiceDesk rotations including phones, email and chat support as well as after-hours rotations
• Function effectively as an individual contributor at the TC level as workload requires and set a “lead-by-example” tone within the TC group across the firm
• Participate in weekly staff meetings and review performance and support trends via reports from the firm ITSM software
• Participate in and potentially lead assigned projects