Overview
Remote
On Site
Full Time
Skills
Help Desk
EIS
Honesty
Technical Support
Documentation
Knowledge Base
User Guides
Standard Operating Procedure
Onboarding
Issue Resolution
Software Configuration
ROOT
System Monitoring
Performance Tuning
Service Delivery
Training
Data Flow
Scripting
Management
Computer Science
Professional Services
Accounting
Finance
Accounting Software
Taxes
Workflow
Zendesk
ServiceNow
Application Support
Communication
Salesforce.com
ITIL
IT Service Management
Data Migration
SaaS
Analytical Skill
Attention To Detail
User Experience
Collaboration
Adaptability
Job Details
Exodus Integrity Services, Inc is a rapidly expanding technology company headquartered in Northeast Ohio. EIS provides quality services to our clients by instilling honesty, commitment, and hard work to find the most qualified candidates to fill each opportunity. Currently, we are seeking individuals for a role with our client in the Washington DC area. This is a very exciting opportunity working with one of the top employers in the area. If you are interested in joining a vibrant organization where you are valued and rewarded for your contributions, and you possess the qualifications listed below, please forward your resume and salary requirements.
Contract/Contract to Hire. No 3rd parties. Candidate MUST be W2 employee of Exodus Integrity Services, Inc.
This role is 100% remote! Candidate MUST reside in the United States.
Great opporunity to join an entrepreneurial company for an application support specialist with ITSM/ITIL experience!
Accounting Software Package experience helpful but not Required. ITSM/ITIL experience a must.
Job Summary
The Level 1 & Level 2 Application Support Engineer provides technical support and resolution for Client's suite of applications and partner firms. This role focuses on ensuring continuity of operations by addressing issues in a timely, professional manner, with a strong emphasis on applications specific to public accounting, including CCH Axcess, Karbon, Thomson Reuters UltraTax, and other core tools. This individual will serve as a bridge between end users and IT resources, engaging with partner firms to ensure effective use and support of all applications in the environment.
Key Responsibilities
Level 1 Support
User Support & Issue Triage
o Act as the initial point of contact for application issues from partner firms, gathering details, logging incidents, and providing prompt response times.
o Troubleshoot common user issues with applications such as CCH Axcess (Practice, Engagement, Tax, Workflow), Karbon, Thomson Reuters UltraTax, and other tools in use.
o Escalate complex or unresolved issues to Level 2 Support as needed, while maintaining communication with end-users on status.
Knowledge Base & Documentation
o Document common issues, workarounds, and solutions to aid in building a comprehensive knowledge base for ongoing support.
o Update user guides and standard operating procedures to help users prevent issues and streamline troubleshooting.
Application Access & Configuration Support
o Assist with onboarding tasks such as setting up user accounts, permissions, and configurations across applications.
o Support basic system settings adjustments based on specific firm needs, under the direction of senior team members.
Level 2 Support
Advanced Troubleshooting & Issue Resolution
o Resolve complex application issues escalated from Level 1, including software configuration, data-related issues, and integration problems.
o Use diagnostic tools and logs to identify root causes of issues and implement solutions, collaborating with third-party vendors as necessary.
System Monitoring & Performance Optimization
o Monitor application performance and proactively identify trends or issues that could impact service delivery.
o Conduct regular reviews and maintenance to ensure optimal functionality, especially during peak periods.
Support for Application Rollouts and Updates
o Collaborate with IT and vendor teams to test new releases and updates to core applications before deployment.
o Assist in rollout planning, communication, and training for new or updated applications, ensuring minimal disruption to end-users.
Integration & Automation Support
o Support the integration of applications within technology environment, troubleshooting connection issues and ensuring data flows between systems such as CCH Axcess, Salesforce, and engagement letter solutions.
o Develop scripts or use automation tools to simplify repetitive support tasks, as directed.
Experience
o Associate's degree in IT, Computer Science, or a related field (Bachelor's degree preferred).
o 1-3 years of experience in Level 1/2 support within a professional services environment, ideally supporting accounting or financial applications.
o Proficiency with core accounting software, particularly CCH Axcess modules (Tax, Practice, Workflow) and Karbon.
o Familiarity with ticketing systems, such as Freshworks, Zendesk, or ServiceNow.
o Excellent troubleshooting skills, particularly in application support, user access, and configuration issues.
o Strong communication skills, able to translate technical terms for non-technical users.
o Experience with Thomson Reuters UltraTax, Salesforce, and other related applications.
o Knowledge of ITIL framework or certification in IT Service Management (ITSM).
o Experience working with integrations, APIs, or data migration within SaaS environments.
o Analytical Thinking: Ability to diagnose and resolve issues efficiently, with attention to detail.
o Service Orientation: Commitment to providing exceptional support and a positive user experience.
o Team Collaboration: Strong team player, able to collaborate with both internal stakeholders and external vendors.
o Adaptability: Flexible in responding to changing needs and priorities, especially in high-demand periods.
Contract/Contract to Hire. No 3rd parties. Candidate MUST be W2 employee of Exodus Integrity Services, Inc.
This role is 100% remote! Candidate MUST reside in the United States.
Great opporunity to join an entrepreneurial company for an application support specialist with ITSM/ITIL experience!
Accounting Software Package experience helpful but not Required. ITSM/ITIL experience a must.
Job Summary
The Level 1 & Level 2 Application Support Engineer provides technical support and resolution for Client's suite of applications and partner firms. This role focuses on ensuring continuity of operations by addressing issues in a timely, professional manner, with a strong emphasis on applications specific to public accounting, including CCH Axcess, Karbon, Thomson Reuters UltraTax, and other core tools. This individual will serve as a bridge between end users and IT resources, engaging with partner firms to ensure effective use and support of all applications in the environment.
Key Responsibilities
Level 1 Support
User Support & Issue Triage
o Act as the initial point of contact for application issues from partner firms, gathering details, logging incidents, and providing prompt response times.
o Troubleshoot common user issues with applications such as CCH Axcess (Practice, Engagement, Tax, Workflow), Karbon, Thomson Reuters UltraTax, and other tools in use.
o Escalate complex or unresolved issues to Level 2 Support as needed, while maintaining communication with end-users on status.
Knowledge Base & Documentation
o Document common issues, workarounds, and solutions to aid in building a comprehensive knowledge base for ongoing support.
o Update user guides and standard operating procedures to help users prevent issues and streamline troubleshooting.
Application Access & Configuration Support
o Assist with onboarding tasks such as setting up user accounts, permissions, and configurations across applications.
o Support basic system settings adjustments based on specific firm needs, under the direction of senior team members.
Level 2 Support
Advanced Troubleshooting & Issue Resolution
o Resolve complex application issues escalated from Level 1, including software configuration, data-related issues, and integration problems.
o Use diagnostic tools and logs to identify root causes of issues and implement solutions, collaborating with third-party vendors as necessary.
System Monitoring & Performance Optimization
o Monitor application performance and proactively identify trends or issues that could impact service delivery.
o Conduct regular reviews and maintenance to ensure optimal functionality, especially during peak periods.
Support for Application Rollouts and Updates
o Collaborate with IT and vendor teams to test new releases and updates to core applications before deployment.
o Assist in rollout planning, communication, and training for new or updated applications, ensuring minimal disruption to end-users.
Integration & Automation Support
o Support the integration of applications within technology environment, troubleshooting connection issues and ensuring data flows between systems such as CCH Axcess, Salesforce, and engagement letter solutions.
o Develop scripts or use automation tools to simplify repetitive support tasks, as directed.
Experience
o Associate's degree in IT, Computer Science, or a related field (Bachelor's degree preferred).
o 1-3 years of experience in Level 1/2 support within a professional services environment, ideally supporting accounting or financial applications.
o Proficiency with core accounting software, particularly CCH Axcess modules (Tax, Practice, Workflow) and Karbon.
o Familiarity with ticketing systems, such as Freshworks, Zendesk, or ServiceNow.
o Excellent troubleshooting skills, particularly in application support, user access, and configuration issues.
o Strong communication skills, able to translate technical terms for non-technical users.
o Experience with Thomson Reuters UltraTax, Salesforce, and other related applications.
o Knowledge of ITIL framework or certification in IT Service Management (ITSM).
o Experience working with integrations, APIs, or data migration within SaaS environments.
o Analytical Thinking: Ability to diagnose and resolve issues efficiently, with attention to detail.
o Service Orientation: Commitment to providing exceptional support and a positive user experience.
o Team Collaboration: Strong team player, able to collaborate with both internal stakeholders and external vendors.
o Adaptability: Flexible in responding to changing needs and priorities, especially in high-demand periods.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.