IT Advanced Customer Support Technician I

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 IT Advanced Customer Support Tech 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 queue(s).
- Document Service Desk ticket tech notes for escalation or resolution of service requests.
- Assist with Service Desk tickets in the regional queue in supporting all locations in the region/company.
- Send Corporate IT communications to internal customers. 30%

**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 IT Advanced Customer Support Tech.
- 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. 30%
- 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. 10%

**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 o 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. 10%
- Maintain network file and print server
- 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. 5%
- Provide phone support in centralized VoIP locations. 5%

**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 asrequested. 5%
- Other duties as assigned.

**EDUCATION**
- High school diploma or GED

**TECHNICAL/SOFT SKILLS**

**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 customer service

**PREFERRED EXPERIENCE**
- Bachelor's degree