The Service Desk Analysts role within our IT Infrastructure Consulting group provides you with a unique opportunity to be a part of our dynamic practice. As our company continues to grow, we are looking for individuals who seek roles that expose them to all facets of infrastructure including engineering, technology, design and business. Our team is composed of smart, self-motivated individuals who thrive in a cohesive and results-oriented environment and enjoy the challenge of real responsibility. As a Service Desk Analyst, you will work directly with our highly trained consultants and have access to a large cross-section of engagements and projects that develop your I.T career. You will use your strong analytical skills to develop quality solutions to meet client requirement
The Service Desk Analyst consultant provides remote technical support to our external managed serve clients. This position requires a strong technical skillset, great customer service skills, and the desire to learn. These skills will be used in a fast-paced, fun, team oriented environment.
Job Duties and Responsibilities:
Provide phone and email technical support to end-users to resolve any hardware or software issues.
Support and troubleshoot workstations, server and network related issues.
Perform systems administration for Office 365, Windows Servers, and workstations across multiple customers.
Monitor and troubleshoot client backups.
Escalate customer issues through the proper channels.
Manage cases according to defined severities and case priorities
Maintain client security levels and confidentiality of information.
Clearly document support issues and all steps performed in RSM’s ticketing system.
Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption.
Update cases and communicate with clients daily or as required until issue is closed.
Qualifications (Education, Experience, and Certifications):
Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required
Bachelor's degree (BA/BS) from an accredited 4-year school is a plus
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
Experience with Office 365 and associated workloads including Email and SharePoint
Experience with firewalls, such as Cisco, Sonicwall and Meraki
Experience with VMWare ESX hosts and vSphere Client for administration
Experience with remote solutions, such as Citrix, Terminal Server and VPN
Experience with Apple Hardware and MAC OS X
Experience with enterprise mobile devices
Knowledge, Skills and abilities:
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 dependable and able to work both individually and in a team environment.
Must possess strong sense of ownership of client relationships.
Positively represent the company to clients and provide empathetic and friendly customer service at all times.
Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server).
Working knowledge of Windows Server and Active Directory Group Policies and Replication
Possesses excellent time management and organizational skills to manage case load of old and new cases in individual case queue.
Working knowledge of common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.
Navigation of common mobile device platforms (iOS, Android, etc.).