Service Desk Analyst II

The Opportunity

RS&H is currently in search of a skilled IT Service Desk Analyst to join our IT team at RS&H in the Tampa, FL office supporting the Associates in that office directly as well as supporting the business and IT teams remotely across the United States.

This person will have various roles in IT Operations at RS&H, such as providing first call resolution and customer service to our Associates, developing and improving processes and procedures, taking part in IT projects and tasks, contributing to the achievement of key results-driven objectives, and offering support to our increasing service delivery demands. The ideal candidate will have a diverse technical background with experience in PC deployment, PC diagnostics and repair, basic networking technologies, and Windows Operating systems.

We are looking for a candidate who is interested in an opportunity to expand their skillset, learn new technologies, and to work as part of a dynamic team supporting operational needs. This role will work with the business and other IT associates to deliver exceptional support and service for a wide range of applications, hardware, and cutting‑edge technologies for over 1600 associates across 60 offices.

• Monitors Service Desk email, phone and ticketing systems for incoming requests and works with associates to identify, troubleshoot, document relevant details, and possible solutions.
• Resolve incidents and service requests by utilizing technical skills, knowledgebase, documentation, or IT resources.
• Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows Operating Systems, Office 365 applications, engineering production applications, collaboration systems, and basic networking technologies.
• Facilitate escalation process and engage with senior level staff when necessary.
• User account administration on several IT platforms.
• Performs configuration changes, updates, and upgrades to systems and applications as directed.
• Deploy, setup, and support desktops, laptops, VoIP, Unified Communication, Video Conferencing, and other technologies to Associates.
• Participates in the off‑hours On‑Call rotation.
• Other duties and projects as assigned.

• Have a bachelor's degree in computer science or a related field and three years of service desk experience, or equivalent combination of education and experience.
• 3+ years of experience imaging, deploying, and supporting desktops, laptops, and mobile devices in a Microsoft Windows environment with Software Center and Intune.
• Knowledge of ITIL.
• Strong working knowledge of Microsoft Windows with the ability to solve complex workstation issues.
• Experience deploying software via Microsoft deployment tools.
• The ability to communicate effectively with Associates throughout the firm.
• Be a US person per role requirements.

• Technical certifications such as CompTIA A+, Network+, and/or MCSA.
• 3+ years of experience working in an IT Support role.
• Experience in implementing and developing ITSM platforms a plus.
• Knowledge of Engineering applications (AutoCAD, Revit, Micro Station, etc.) a plus.

• Flexibility to travel up to 20% or as needed to other office locations.
• Able to sit and/or stand for prolonged periods of time.
• Able to lift and move up to 50 lbs.
• Specific vision abilities required by this job.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.