IT Service Desk Consultant

2 weeks ago


Des Moines, Iowa, United States RSM US LLP Full time
Job Summary

We are seeking a highly motivated and detail-oriented IT Service Desk Intern to join our Technology Consulting team. As a key member of our team, you will provide exceptional technical support to our clients, ensuring their IT needs are met with efficiency and professionalism.

Key Responsibilities
  • Provide phone and email technical support to clients, resolving hardware and software issues in a timely and effective manner.
  • Support and troubleshoot workstations, servers, and network-related issues, ensuring minimal downtime and maximum productivity.
  • Perform systems administration for Office 365, Windows Servers, and workstations across multiple clients, maintaining the highest level of security and confidentiality.
  • Adapt to changing processes and technology, staying up-to-date with the latest industry trends and best practices.
  • Work collaboratively with the team to ensure seamless communication and issue resolution.
  • Monitor and troubleshoot client backups, ensuring data integrity and security.
  • Escalate client issues through the proper channels, maintaining a high level of professionalism and courtesy.
  • Manage cases according to defined case impact and priority, ensuring timely resolution and client satisfaction.
  • Maintain client security standards and confidentiality of information, adhering to RSM's strict data protection policies.
  • Clearly document support issues and resolution steps in RSM's ticketing system, ensuring accurate and transparent communication.
  • Monitor trends from reported client cases to identify potential chronic issues, recommending proactive solutions to prevent future problems.
Requirements
  • Pursuing a Bachelor's degree in Management Information Systems, Computer Science, or a related field, with a minimum 3.0 GPA.
  • Excellent customer service skills, with a focus on attention to detail and a passion for technology.
  • Knowledge of Microsoft Office, including Word, Excel, and Visio, as well as Apple and Windows-based software and hardware.
  • Excellent written and verbal communication, problem-solving, and analytical skills, with the ability to work in a fast-paced environment.
  • Ability to travel up to 25% for client meetings and site visits, with reliable transportation and a valid driver's license.
Preferred Qualifications
  • 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 Windows Servers, Azure AD Administration, SharePoint, and Teams Administration.
  • Experience with remote solutions, such as Citrix, Remote Desktop Services, and VPN.
About RSM

RSM is a leading provider of professional services to the middle market globally, with a purpose to instill confidence in a world of change. We empower our clients and people to realize their full potential, fostering an inclusive culture and talent experience that sets us apart. As an Affirmative Action and Equal Opportunity Employer, we value diversity and promote a culture of respect, inclusivity, and belonging. We offer a competitive benefits and compensation package, flexible scheduling, and opportunities for growth and development. Join our team and be part of a dynamic and collaborative environment that inspires and empowers you to thrive both personally and professionally.


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