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Job Description Title: Tier 2 Service Desk Analyst Duration: 3+ year contract Location: ONSITE 5 days a week at 55 Hudson Yards REQUIRED SKILLS AND EXPERIENCE • 3+ years experience as a Service Desk Analyst or Technical Support, • experience with white glove support c-level/executives preferred, • previous technical research experience for complex tickets, • hands-on documentation experience writing KBs, etc, • Proven expertise with positive customer service skills and communication skills, • onsite technical support experience as well as remote support, • Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk, • Demonstrated support of enterprise environments, including: (preferred to have experience, but if not we can teach!), • Hands-on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals, • Support of Microsoft Windows 10 Operating System Support of MS O365 provisioned accounts, • Support of mobile devices such as iphone, android, iPads, Surface Devices, etc. Password Reset, Account Unlock, etc., • Support of MacBook devices and MacOS Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc., • Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust., etc. NICE TO HAVE SKILLS AND EXPERIENCE • Prior experience working within a firm environment including Accounting, Consulting or Legal organizations is a strong plus, • Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9 (preferred), • ServiceNow experience, • Legal applications (iManage, InTapp, Box, etc), • Experience supporting MacOS 10-11; MacBook Air and MacBook Pro, • Technical certifications JOB DESCRIPTION An international law firm spanning across the US/Europe/Asia is looking for an onsite Tier 2 Service Desk Analyst to join their 365, 24x7 Service Desk. The Service Desk supports roughly 3000+ end users. This analyst will sit onsite in the NYC office 5 days a week. The shift is 9AM EST-6PM EST. This role will primarily focus on 1st and 2nd level support handling software issues and more complex issues that may not have a KB written and it needs to be researched. Each field office has their own Desktop techs and this role will be a part of the Service Desk team - this team is encompassed of a virtual Tier 1, a virtual Tier 2 Application Support team and now onsite Tier 2 analysts. The onsite analysts can escalate internally to the virtual Tier 2 App team or to the Desktop team as needed. It is expected that this resource will be able to handle virtual and in-person live support. This resource will serve as one of the "faces" in person for the rest of the virtual service desk, so relationship building is key in this position. We want the end users to have a local onsite technician that they know. They won't be expected to be desktop support as there is another team responsible but more so be a trusted local Service Desk member and be able to connect with end users on a personal level. The firm is in the Top 50 largest law firms in the world; they focus on corporate, litigation, intellectual property, fund formation, public markets, employment, life sciences (#1 law firm for tech and life sciences IPOs), clean technology, real estate, financial services, retail, regulatory and energy practices. The firm received the following awards form Fortune Magazine: Best Companies to Work For, Best Workplaces for Women, Best Workplaces for Flexibility, Best Workplaces for Giving Back, and Best Workplaces for Parents. The Service Desk analyst will serve as the front line for the firm and will assist the organization in managing processes for Incident, Change, Service Request and Problem Management. We are seeking folks who are customer service-oriented, high energy, professional, and eager to learn new technologies. The total team of agents will be handling roughly 400-500 contacts a day (roughly 12-14/hr); roughly 33% of tickets are calls into the Service Desk, and 67% are emails coming in that will be allocated for scheduled calls. This role will require 1 day a month on the phone queue, but the majority of this role is technical research for complex issues, learning about more complex software support instances and staying up to date on new technologies being brought into their environment. Since this is a 365 desk there will be opportunities for the analyst to volunteer to work a holiday for 1.5 pay. The analyst will also accrue up to 10 days PTO to use. This role is a multi-year long engagement. Responsibilities: Provide responsive, timely and high-quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication. • Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms, or technology: -Microsoft Office 365 Account Support, Password Resets, etc. -Windows 10; PC Laptop, Desktop and Mobile Device support -MS Office Productivity Suite functional support -Collaboration tools including but not limited to Zoom -Remote support toolsets including: ProxyPro -Support of Audio-Visual teleconference systems, equipment, and scheduling, such as Zoom Rooms -Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, to provide technically accurate solutions to customers. -Attend structured and unstructured (shadow, OJT) training sessions offered within the group and assist in training workshops, as well as weekly Team training sessions. -Utilize ITSM ticketing system (such as ServiceNow) to classify, prioritize and enter details of each working interaction with appropriate level of detail and attention to completeness, accuracy, and grammar. -Participate in team projects that enhance the quality or efficiency of Service Desk service. -Average handling time ~9-13 minutes, handling 12-14 contacts/hourly. -Accurate troubleshooting notes, multi-tasking - documenting and troubleshooting simultaneously

Job Description Company Overview At EcommTea, we’re pouring profits into every business. We’re a Manhattan-based ecommerce accounting and advisory firm helping Shopify, Amazon, and digital brands streamline bookkeeping, financial analysis, and compliance using QuickBooks Online, Xero, A2X, and modern automation tools. We blend technology, accounting, and business intelligence to help clients scale confidently — and we’re looking for someone who can bring polish, accountability, and proactive leadership to our client operations. Position Summary We’re seeking a Client Success & Accounting Operations Lead who’s QuickBooks Online Certified and experienced in ecommerce accounting. You’ll manage client onboarding, quality control, and communication between our U.S. clients and our overseas bookkeeping team. This is a part-time, remote role (starting Mondays 9 AM – 1 PM EST, with occasional hours Tues–Fri as needed). Perfect for a seasoned accountant or senior bookkeeper who enjoys client-facing work and wants flexible hours with a growing firm. Key Responsibilities * Lead client onboarding, ensuring accounts, workflows, and expectations are properly set up (QBO, Xero, A2X, Shopify, Amazon, etc.). * Review bookkeeping deliverables completed by our backend team (accuracy, timeliness, consistency). * Provide monthly client insights — cashflow notes, margin flags, or recommendations. * Manage and update workflows in Asana, Slack, or Financial Cents. * Prepare light advisory summaries for client review (no tax filing required). * Communicate directly with clients for updates, scheduling, and progress reporting. * Identify workflow bottlenecks and recommend process improvements. * Assist in developing SOPs, onboarding templates, and system documentation during slower periods. Qualifications ✅ Required * QuickBooks Online Certification (active) * 4+ years of accounting/bookkeeping experience * Experience working with Shopify, Amazon, or ecommerce integrations (A2X, Synder, etc.) * Excellent written and verbal communication * Familiarity with Slack, Asana, or Financial Cents/Karbon * Strong attention to detail, self-motivated, and proactive ✅ Preferred * Basic tax prep experience (Schedule C, LLC, or ecommerce clients) * Experience with Xero and financial analysis dashboards (Excel, Power BI, or Tableau) * Prior experience working in a remote accounting firm Schedule & Compensation * Schedule: Mondays 9 AM – 1 PM EST (required) Additional flexible hours (Tues–Fri) as workload grows * Hours: 6–10 hours per week initially * Compensation: $30–$35 per hour (1099 Contractor) * Work Location: Remote (U.S. only – preference for Texas, Florida, North Carolina, Georgia, or Midwest regions) What We Offer * Flexible remote hours Benefits after 6 months with Part time min 20 hours per week. Starting off with 4-20 hours per week — ideal for experienced professionals seeking part-time work * Opportunity to help shape internal systems and processes for a modern accounting firm * Long-term growth potential as we scale client volume * Collaborative, tech-driven environment (we integrate accounting, automation, and analytics) About EcommTea EcommTea is reimagining ecommerce accounting by combining smart automation with human expertise. We work daily with platforms like Shopify, Amazon, Walmart, and Etsy, using QBO and Xero to automate bookkeeping and deliver real-time insights that drive profitability. We’re passionate about helping brands scale — efficiently, transparently, and intelligently. How to Apply Please include: * Your QuickBooks Online Certification link or screenshot * A brief note describing your experience with ecommerce clients (Shopify/Amazon) * Your preferred hourly rate and availability * Optional: Any examples of reports or client deliverables you’ve created (redacted)