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. Position Description 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 issuesTechnicians will be in a phone queue answering calls from clients during peak hours Support and troubleshoot workstations, servers and network related issuesPerform systems administration for Office 365, Windows Servers, and workstations across multiple clientsMonitor and troubleshoot client backupsEscalate client issues through the proper channelsManage cases according to defined case impact and priorityMaintain client security standards and confidentiality of informationClearly document support issues and all resolution steps in RSM’s ticketing systemMonitor trends from reported client cases to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruptionUpdate 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 equipmentMicrosoft Certification (MCSE/MCSA) and Network+ Certification preferred but not requiredBachelor's degree (BA/BS) from an accredited 4-year school is a plusExperience with Office 365 Administration and associated workloads including Email and SharePointFundamental understanding of TCP/IP NetworkingExperience with firewalls, such as Cisco, SonicWALL and MerakiExperience with VMWare ESX hosts and vSphere Client for administrationExperience with Windows Servers, Azure AD Administration, SharePoint and Teams Administration.Experience with remote solutions, such as Citrix, Remote Desktop Services and VPNExperience with Apple Hardware and MAC OS XExperience with enterprise mobile devices Knowledge, Skills And Abilities Highly customer focused with ability to provide consistently excellent customer service and professionalismExcellent written and verbal communication skillsAble to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environmentMust be able to manage individual workloadMust be a strong team playerMust possess strong sense of ownership with client relationshipsTo 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. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits. All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com. RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate. RSM will consider for employment qualified applicants with arrest or conviction records. For those living in California or applying to a position in California, please click here for additional information. At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range. Compensation Range: $67,000 - $126,500 Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.