Sr. Analyst, RSC Technical Support
About The Position
The Corporate Technical Support Analyst provides frontline technical support for corporate employees and business systems, ensuring timely resolution of IT issues and an excellent end-user experience. This role sits within the Enterprise IT Operations organization and serves as the primary point of contact for incidents, IT service requests, account management, hardware/software support, and troubleshooting across corporate technology environments. This role also provides white-glove/VIP support for executive leadership and key business stakeholders, requiring strong professionalism, urgency, discretion, and communication skills. The analyst works closely with Desktop Engineering, Security, Application Support, PeopleWorks, and Networking teams to resolve issues efficiently while maintaining service level expectations. This position does not have direct reports but plays a critical role in supporting day-to-day business operations and maintaining high customer satisfaction.
Requirements
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience.
- 2+ years of experience in a corporate IT Service Desk, Help Desk, or Technical Support environment.
- Experience providing VIP/Executive support in a corporate environment, including support for conference rooms, executive meetings, and high-priority escalations.
- Hands-on experience supporting Microsoft 365/ Environment, Windows operating systems, Active Directory, VPN connectivity, mobile devices, and endpoint troubleshooting.
- Experience using ITSM/ticketing platforms such as ServiceNow or Jira Service Management.
- Strong customer service, communication, professionalism, and problem-solving skills with the ability to remain calm under pressure in high-visibility situations.
Responsibilities
- Provides first-level technical support for hardware, software, account access, and enterprise application issues through multiple channels i.e. ticketing systems.
- Delivers white-glove/VIP support for executives and leadership teams, ensuring timely resolution of high-priority technical issues with professionalism and discretion.
- Troubleshoots and resolves incidents related to Microsoft 365/Environment, Active Directory, VPN, endpoint devices, printers, conferencing tools, and corporate applications.
- Documents, tracks, and updates incidents and service requests within ServiceNow or equivalent ITSM platforms while ensuring SLA compliance.
- Escalates complex technical issues to appropriate support teams and follows through to resolution while maintaining communication with end users.
- Contributes to knowledge base documentation, process improvements, and operational support initiatives to improve service desk efficiency and user experience.
Benefits
- Hybrid schedules with weekly flex days to work from home.
- Competitive package with medical, dental, and vision coverage
- life insurance
- paid vacation and holidays
- 401(k) with company match
- Employee Assistance Program with counseling, financial, legal, and life resources
- Best You EDU, offering education programs and tuition reimbursement.
- Generous dining discounts at Chili’s® Grill & Bar and Maggiano’s Little Italy®.
- Annual bonus eligibility for every RSC Team Member.
- On-site gym and fitness classes like yoga and boot camp.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
