The Information Technology Coordinator (ITC) is a member of the Customer Support team. They are responsible for maintenance and internal support of RSM LLP’s PCs, printers, servers, and related equipment.
Provide level 2 end user support including but not limited to:
Monitor and respond timely to support tickets in the ITC queue(s).
Document Service Desk ticket tech notes for escalation or resolution of service requests
Assist with Service Desk tickets in the regional ITC queue in supporting all locations in the region/company.
Send Corporate IT communications to internal customers.
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 to the Service Desk and assigned to the regional ITC
Coordinate with authorized vendor for PC hardware repair
Monitor and remove virus, spy-ware, and other non-authorized software
Maintain and/or coordinate PC hardware inventory
Order and purchase standard equipment and software through approved vendors
Support firm software:
Support Desktop Management with post-mass deployment issues of standard software
Provide IT support for local software within their region. May coordinate support with a Product Champion
Upgrade local server software as necessary
Participate in team and projects including:
Regular scheduled regional calls
Assist other IT Coordinators in the region, and/or company
Proactively support Corporate IT and customer support changes and initiatives
Test phases of changing hardware and software standards
Monitor ticket queues to ensure SLAs and OLAs are met
Utilize the standard Knowledgebase per standard procedures
Complete various projects and tasks as assigned as such:
IT focus groups
Reconciliation of Active Directory permissions as per internal securities audits
Reconciliation of licenses associated with locally purchased software
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
Maintain network file and print server:
Update networked applications as required
Maintain daily tape backup and off-site tape storage
Report file and server issues to the Service Desk for further assignment
Setup and maintain network printers, scanners, and multi-function devices
Coordinate copier/MFD repairs with authorized repair vendor
Provide phone support in centralized VoIP locations
Facilitate legal matters compliance with Internal Legal and IRM requests including:
Complete legal hold workstations procedures and hard drive copies as requested
Preserve backup tapes and other electronic media as requested
Other duties as assigned
High school diploma or GED
1-3 years relevant experience in customer service
Working knowledge of hardware and applications including but not limited to:
Windows Server OS, Microsoft Windows OS, MS Office Suite, asset management, Lotus Notes, Microsoft Active Directory, computer imaging software, CA Unicenter Service Desk software, VoIP phone systems, CCH ProSystem FX, endpoint security & protection, enterprise backup solutions, hard disk encryption software, PC hardware, printers, and other networked equipment
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