Senior IT Help Desk Specialist

4 days ago


Grand Rapids, Michigan, United States Rehmann Full time
Empower Your Purpose

We are seeking a skilled Client Service Engineer (Level II) to join our Rehmann Technology Solutions team. As a key member of our first line of service, you will provide remote technical support using exceptional troubleshooting and problem resolution skills.

Key Responsibilities:
  • Elevate complex problems to other team members for resolution
  • Maximize productivity and uptime while enhancing the customer experience
  • Install, support, and document client application software, hot fixes, and patches
  • Provide general administrative support for Microsoft-centric networks
  • Enter service requests accurately and with detailed documentation into tracking systems
  • Deliver exceptional customer service to internal and external clients
  • Remedy less-than-excellent service outcomes
  • Communicate effectively with customers to deliver a positive support experience
Requirements:
  • 2+ years of help desk/customer service experience
  • 3+ years of demonstrated use of Microsoft, VMWare, or other technical skillsets
  • High school diploma required; Associate's Degree preferred
  • Microsoft certifications (MCSA-Windows 10 or MCSA-Office 365) preferred
  • HD-SCA or similar service desk agent certification, entry-level certification in applications, networking, firewall, or security required
  • In-depth knowledge and experience in key supported applications: Remote Desktop Farms/Terminal Services, MS Exchange, Active Directory, Office 365, Microsoft Windows desktop/server-based operating systems, VMWare, and virtualization
  • Ability to install, configure, manage, and troubleshoot Microsoft Windows-based operating systems
  • Ability to manage and troubleshoot Active Directory, including users, groups, permissions, group policy, and DNS
  • Ability to support VMWare virtualized infrastructures preferred
  • Ability to work well in a team environment
  • Ability to explain technical concepts in layman's terms
  • Unwavering integrity in all situations
  • Commitment to upholding the highest standards of customer service at all times
  • Ability to shift gears and implement new topics and processes quickly to address emerging informational needs
  • Ability to adapt to various personality types and adjust communication accordingly to ensure clarity and positive outcomes
  • Excellent written and verbal communication skills
  • Empathy and ability to provide relevant answers suitable to clients at various stages in the service process
  • Ability to manage multiple priorities and deadlines
  • Ability to locate, track, organize, and summarize information
  • Excellent troubleshooting skills
  • Ability to build relationships and ask questions that elicit responses and engage others in discussion
  • Willingness to coach and train others
  • Ability to provide regular, rotational on-call coverage after hours and on weekends


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