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I.T. User Support Specialist

I.T. | Traverse City, MI | Full Time

Job Description

I.T. User Support Specialist

Our accounting and advisory firm is adding a position to support our team of 65 in two locations.  The I.T. User Support Specialist will assist end users with I.T. related issues, software training, and troubleshooting. As the first point of contact for the help desk, the successful candidate will have keen listening skills, a passion for helping others, and the ability to articulate technical information in a relatable manner. Working in conjunction with our Network Administrator, this role includes making recommendation to management on upgrades, policies, and new software.

Core responsibilities:

  • Assist co-workers needing technical assistance in person or remotely including occasional travel to our Petoskey office
  • Become industry software expert and share that knowledge in a multitude of ways including one-on-one, group training, video chats, and by phone
  • Walk employees through problem solving process in a positive manner
  • Provide detailed information on IT products and software
  • Prioritize tasks in a changing environment
  • Communicate project status with multiple people
  • Diagnose and solve technical issues
  • Team focused and good natured in stressful situations
  • Document procedures and develop ‘tips & tricks’ sheets
  • Offer recommendations on streamlining processes, improving end user experience, and software upgrades


Required Skills and Experience

  • SQL scripting experience strongly preferred
  • Ability to quickly learn new software including ways to maximize effectiveness
  • Ability to train end users on software
  • Ability to approach solutions and explanations in a variety of ways to best communicate with individuals
  • Tech savvy with working knowledge of business software, networks, and systems
  • Expert user of MS Office Suite
  • Two years’ experience in similar role preferred
  • C.I.T. certificate, training, or degree


Dennis, Gartland & Niergarth (DGN) is Northern Michigan's largest locally owned, full service public accounting firm. Founded in 1973, the firm is based in Traverse City, MI with over 45 experienced, professional staff dedicated to providing outstanding professional services with a personal connection to businesses and individuals throughout the region. DGN is known for its comprehensive tax, audit, and business consultation services, with added expertise in the agribusiness, manufacturing, professional offices, government/nonprofits and oil and gas business sectors.