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.
The RSM Cloud & Managed Services Service Desk Technician role is to ensure proper computer operation so that client’s end-users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving client’s end-user support requests and escalating service tickets when considered appropriate and necessary in order to maintain SLA expectations. Issue resolution may involve the use of diagnostic and support request tracking tools.
Responsibilities include:
- Initial level of client support responsible for basic troubleshooting of client issues.
- Field incoming support requests via telephone, email, and ticket portal to ensure courteous, timely and effective resolution of client end-user issues.
- Dispatch support requests to other Service Desk Technicans as needed or other RSM field consultants as outlined in the client documentation.
- Adhere to documented processes and procedures in accordance with RSM Cloud & Managed Services SOC audit controls.
- Document all pertinent client end-user identification information, including client name, end-user name, contact information and nature of problem or issue.
- Build rapport and elicit problem details from client contacts.
- Prioritize and schedule problem resolution. Escalate problems, when required, to the appropriately experienced RSM Cloud & Managed Services Service Desk Technicans, Systems Engineer or Field Resource.
- Record, track and document the support request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet / Intranet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the RSM Cloud & Managed Services Team.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install anti-virus software and ensure virus definitions are up to date.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow ups to support requests.
- Develop support request sheets and FAQ lists for client end-users and other RSM Service Desk Tecnicans and Field consultants.
- Reinforce SLAs to manage client and end-user expectations.
- Alert RSM Cloud & Managed Services Management to emerging trends in service requests.
- Other duties as assigned.
Basic Qualifications
· 0 - 3 years of experience in a technology end-user support role.
Preferred Qualifications
- MCSE or MCSA a plus
- Citrix experience a plus
- Financial Institution experience a plus
- Storage Area Network (SAN) experience a plus
- Virtualization (VMWare or HyperV) experience a plus
- Exchange 2010 / 2013 / 2016 experience a plus
- O365 experience a plus
- Windows desktop and server operating system experience a plus
- Strong communication, customer service and problem solving skills
- Strong written communication skills
- Strong documentation skills
- Prior consulting and project management experience a plus
- Excellent client skills and customer relationship management skills, with proven ability to build relationships with key decision makers
- Solid understanding of business and information technology processes
- Willingness to travel throughout the Midwest. Overnight travel is less than 5%
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. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.
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; US Military/Veteran status; 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 800-274-3978 or send us an email at careers@rsmus.com.
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.
RSM will consider for employment qualified applicants with arrest or conviction records in accordance with the requirements of applicable law, including but not limited to, the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the San Francisco Fair Chance Ordinance. For additional information regarding RSM’s background check process, including information about job duties that necessitate the use of one or more types of background checks, click here.
At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.
Compensation Range: $50,700 - $83,600
Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.
