IT Support Analyst 1

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. Job Summary The IT Support Tech (Hybrid) is a member of the Production Support team. They are responsible for providing technical support of all supported applications and respond to user inquiries regarding incidents with applications, networks, laptops, platforms, and servers. In addition, they will answer questions via phone, live chats and e-mail related to the use of supported software and hardware systems. Essential Duties Provides technical support by phone and live chat to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software applications. Support and maintenance of PCs including but not limited to: · Complete PC setup and deployment for new employees using standard hardware, images, and software. · Train new employees on the use of PC and other networked equipment using standard training documents. · Assign users and computers to proper business groups in Active Directory. · Perform timely workstation hardware and software upgrades. · Troubleshoot and resolve hardware, connection, and software issues reported · Coordinate with authorized vendor for PC hardware repair. · Monitor and remove virus, spy-ware, and other non-authorized software. · Maintain and/or coordinate local hardware inventory Maintain local office network devices and print server · Install and upgrade network devices as required · Report server issues to appropriate networking teams and assist in troubleshooting · Setup and maintain network printers, scanners, and multi-function devices as well as facilitate repairs · Complete various projects and tasks as assigned as such: o IT focus groups o Remediation projects (OS and Hardware). o Reconciliation of licenses associated with locally purchased software. o Coordinate with local vendors for cabling, HVAC, phone system, printer/fax, and other IT related facilities maintenance. · Tasks related to potential office remodels or relocations Support firm software · Support Desktop Management with post-mass deployment issues of standard software · Provide IT support for local software within region · Upgrade local server software as necessary Ensures appropriate and accurate escalation of incidents that require resolution by other IT groups. EDUCATION Associate degree in Information Systems, Business, or related field, or equivalent experience. TECHNICAL/SOFT SKILLS Working knowledge of hardware and applications including but not limited to: Microsoft Windows OS, MS Office Suite, asset management, Microsoft Active Directory, computer imaging software, ServiceNow, endpoint security & protection, enterprise backup solutions, hard disk encryption software, PC hardware, printers, and other networked equipment. SPECIAL REQUIREMENTS SPECIFIC TO JOB Excellent verbal and written communications Demonstrates a working knowledge of the technology tools required within assigned responsibilities Effective organization and time management skills Ability to manage multiple tasks Strong attention to detail Ability to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times and exercise patience and professionalism during stressful situations. Ability to work in a highly collaborative environment and consult effectively with employees at all levels. EXPERIENCE 1-3 years relevant experience in IT or Customer Service. PREFERRED REQUIREMENTS Bachelor’s degree You want your next step to be the right one. You’ve worked hard to get where you are today. And now you’re ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you’ll move quickly along the learning curve and our clients will benefit from your fresh perspective. Experience RSM. Experience the power of being understood. Not ready to apply yet? Join our Talent Community Why do we work at RSM? It just feels good here. We foster an environment of camaraderie, collaboration and learning—one in which you can be your authentic self and feel seen and supported by leaders and colleagues as you pursue your personal and professional best. Expanding our team with dedicated teammates, values-driven individuals and diverse thinkers results in better work—and a great work experience. Our clients benefit from fresh insights and energy as we partner to support them, and our teams enjoy a work environment that inspires and empowers them to thrive