Tier 2 Service Desk, Sr. Associate

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.

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.

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.

• 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

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

• 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
• 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

• Highly customer focused with ability to provide consistently excellent customer service and professionalism
• Excellent written and verbal communication skills
• Able to…