Tier 2 Service Desk, Sr. Associate (3rd Shift - Overnight)

RSM•Cedar Rapids, IA

11h

About The Position

A Managed IT Service Desk Technician in RSM’s Technology Consulting group provides remote technical support to external managed services clients. The role offers exposure to infrastructure engineering, technology, design, and business, and involves working with consultants across client engagements and projects in a fast-paced, team-oriented environment. The position is overnight, Monday through Friday, from 12 a.m. to 9 a.m. Client-facing service desk calls are recorded for training and quality assurance, and team members must sign a consent form authorizing the recordings upon starting.

Requirements

1–2 years of experience in a technical helpdesk, IT-related role, or equivalent network administration role.
Strong technical ability and customer service skills.
Excellent written and verbal communication skills.
Ability to assess situations quickly and identify the scope or source of technical issues in a fast-paced environment.
Ability to manage individual workload.
Strong teamwork skills.
Strong sense of ownership of client relationships.
Consent to recording of client-facing service desk calls, documented by signing a consent form upon starting.

Nice To Haves

At least 2 years of experience troubleshooting software and hardware on laptops, desktops, servers, and network equipment.
Microsoft MCSE or MCSA certification and Network+ certification.
Bachelor’s degree (BA/BS) from an accredited four-year school.
Experience administering Office 365 and related 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 administration.
Experience with Windows servers, Azure AD, 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.

Responsibilities

Provide phone and email technical support to end-users, resolving hardware and software issues.
Answer client calls in a phone queue during peak hours.
Support and troubleshoot workstations, servers, and network-related issues.
Administer Office 365, Windows servers, and workstations across multiple clients.
Monitor and troubleshoot client backups.
Escalate client issues through the appropriate channels.
Manage cases according to defined impact and priority.
Maintain client security standards and confidentiality of information.
Document support issues and resolution steps in RSM’s ticketing system.
Monitor case trends to identify possible recurring issues, failing hardware, or software corruption.
Update cases and communicate with clients until issues are closed.