Role Description

A Managed IT Service Desk Technician provides remote technical support to our external managed service 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.

• 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 the issue is closed

Qualifications

• 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

Requirements

• Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required
• 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
• 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

Benefits

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.