- Provide phone and email technical support for end-users to resolve any hardware or software issues
- 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
- 2 years of experience working on a technical helpdesk or equivalent network administration role.
- 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
- 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
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Service Desk, Tier 2 Technician - Des Moines, United States - RSM Global
Description
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, inclusive 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.
***Ideally would like to have this employee sit in Tulsa area***
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:
At RSM, we offer a competitive benefits and compensation package for all our people. We support and inspire you to prioritize your wellbeing by delivering personalized, holistic programming for your physical, emotional, financial and community wellbeing. RSM has a generous time off policy with at least 14 paid holidays, wellbeing days and associate and above access to self-managed time off. 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
RSM is proud to be an Affirmative Action and Equal Employment Opportunity employer. We are proud to provide our employees with tools to assist them in being successful in achieving both personal and professional goals. We welcome and support all our employees to thrive in an environment free of discrimination and harassment. As an Affirmative Action and Equal Opportunity Employer 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 (including gender identity and/or gender expression); 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; 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 or send us an email at
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.
Compensation Range: $64,700 - $122,100
Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.
