Tier 2 Service Desk, Sr. Associate (3rd Shift - Overnight)

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We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Position Description

\*\*\* This position is third shift which requires the individual hired to work overnight M-F from 12am-9am. \*\*\*

A Managed IT Service Desk Technician, within our Technology Consulting group, provides you with a unique opportunity to be a part of our dynamic practice. As our company continues to grow, we are looking for individuals who seek roles that expose them to all facets of infrastructure including engineering, technology, design and business. Our team is composed of smart, self-motivated individuals who thrive in a cohesive and results-oriented environment and enjoy the challenge of real responsibility. As a Managed IT Service Desk Technician, you will work directly with our highly trained consultants and have access to a large cross-section of engagements and projects that will develop your I.T. career.

Profile:

A Managed IT Service Desk Technician provides remote technical support to our external managed serve clients. This position requires strong technical ability, great customer service skills, and the desire to learn. These attributes will be used in a fast-paced, fun, team-oriented environment.

Job Duties and Responsibilities:

• Provide phone and email technical support for end-users to resolve any hardware or software issues

• Technicians will be in a phone queue answering calls from clients during peak hours

• Support and troubleshoot workstations, servers and network related issues

• Perform systems administration for Office 365, Windows Servers, and workstations across multiple clients

• Monitor and troubleshoot client backups

• Escalate client issues through the proper channels

• Manage cases according to defined case impact and priority

• Maintain client security standards and confidentiality of information

• Clearly document support issues and all resolution steps in RSM’s ticketing system

• Monitor trends from reported client cases to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruption

• Update cases and communicate with clients as required until issue is closed

Qualifications

• 1-2 years of experience working on a technical helpdesk, IT related role or equivalent network administration role.

Preferred Qualifications

• Minimum of 2 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment

• Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required

• Bachelor's degree (BA/BS) from an accredited 4-year school is a plus

• Experience with Office 365 Administration and associated workloads including Email and SharePoint

• Fundamental understanding of TCP/IP Networking

• Experience with firewalls, such as Cisco, SonicWALL and Meraki

• Experience with VMWare ESX hosts and vSphere Client for administration

• Experience with Windows Servers, Azure AD Administration, SharePoint and Teams Administration.

• Experience with remote solutions, such as Citrix, Remote Desktop Services and VPN

• Experience with Apple Hardware and MAC OS X

• Experience with enterprise mobile devices

Knowledge, Skills and Abilities:

• Highly customer focused with ability to provide consistently excellent customer service and professionalism

• Excellent written and verbal communication skills

• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment

• Must be able to manage individual workload

• Must be a strong team player

• Must possess strong sense of ownership with client relationships

\*\*To provide exceptional service and maintain the highest level of quality assurance for our clients, we record calls into our client-facing service desk. These recordings are used for training and quality assurance purposes only. Your privacy is important to us, and we will continue to take all necessary steps to safeguard your personal information. Team members will be required to sign a consent form upon start date authorizing these client calls to be recorded.

You want your next step to be the right one. You've worked hard to get where you are today. And now you're ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you will move quickly along the learning curve and our clients will benefit from your fresh perspective.

Experience RSM US.

Experience the power of being understood.

RSM is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.

At RSM, we offer a competitive benefits and compensation package for all our people. Learn more about our total rewards at <https://rsmus.com/careers/working-at-rsm/benefits>.

We believe flexibility and in-person connection both play an important role in how we work and grow. Most roles at RSM follow a hybrid workstyle, which means team members are aligned to an RSM office and come together in person when it best supports clients, teams, development or relationship-building. Some roles may be virtual or primarily on-site based on role requirements, team priorities and client needs.

All applicants will receive consideration fo…