Senior IT Help Desk Specialist - Jupiter - Rehmann

    Rehmann
    Rehmann Jupiter

    1 month ago

    Default job background
    Description

    Role Overview

    We are currently seeking a skilled Client Service Engineer (Level II) to join our Rehmann Technology Solutions team.

    Key Responsibilities

    • Escalate complex problems to other team members
    • Focus on maximizing productivity and uptime, while enhancing the customer experience
    • Install, support, and document client application software, 'hot fixes,' and patches
    • Provide general administrative support for Microsoft-centric networks
    • Enter service requests accurately and with fully documented detail into appropriate tracking systems
    • Uphold the highest standards of customer service at all times to internal and external clients
    • Remedy less than excellent service outcomes
    • Communicate effectively with customers to deliver a positive support experience

    Requirements

    • 2+ years of previous help desk/customer service experience
    • 3+ years of demonstrated use of Microsoft, VMWare, or other technical-based skillsets
    • High school diploma required; Associate's Degree preferred
    • Microsoft certifications, including MCSA-Windows 10 or MCSA-Office 365, preferred
    • HD I-SCA or similar service desk agent certification, entry-level certification in applications, networking, firewall, or security required
    • In-depth knowledge and experience in key supported applications: Remote Desktop Farms/Terminal Services, MS Exchange, Active Directory, Office 365, Microsoft Windows desktop/server-based operating systems, VMWare, and virtualization
    • Ability to install, configure, manage, and troubleshoot Microsoft Windows-based operating systems
    • Ability to manage and troubleshoot Active Directory, including users, groups, permissions, group policy, and DNS
    • Ability to support VMWare virtualized infrastructures, preferred
    • Ability to work well in a team environment
    • Ability to explain technical concepts in layman's terms
    • Unwavering integrity in all situations
    • Commitment to upholding the highest standards of customer service at all times
    • Ability to shift gears and implement new topics and processes quickly to address emerging informational needs
    • Ability to adapt to various personality types and adjust communication accordingly to ensure clarity and positive outcomes
    • Excellent written and verbal communications skills
    • Empathy and ability to provide relevant answers suitable to clients at various stages in the service process
    • Ability to manage multiple priorities and deadlines
    • Ability to locate, track, organize, and summarize information
    • Excellent troubleshooting skills
    • Ability to build relationships and ask questions that elicit responses and engage others in discussion
    • Willingness to coach and train others
    • Ability to provide regular, rotational on-call coverage after hours and on weekends

    Benefits

    Rehmann offers a dynamic work environment with opportunities for growth and professional development. We are committed to helping our associates achieve their goals and reach their fullest potential.

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