IT Support Analyst

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 Service Desk Analyst is a member of the Service Desk team. They are responsible for first level technical support of all supported applications. They will respond to user inquiries regarding incidents with applications, networks, platforms, and servers. In addition, they will answer questions via phone and electronic mail related to the use of supported software and hardware systems. They will escalate to L2 and L3 as appropriate. Additional responsibilities to include: Provides technical support by phone and live chat to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software applications. 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 Coordinate with authorized vendor for PC hardware repair. Monitor and remove virus, spy-ware, and other non-authorized software. Maintain and/or coordinate local hardware inventory Maintain local office network devices and print server Install and upgrade network devices as required Report server issues to appropriate networking teams and assist in troubleshooting Setup and maintain network printers, scanners, and multi-function devices as well as facilitate repairs Complete various projects and tasks as assigned as such: IT focus groups Remediation projects (OS and Hardware). 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 Support firm software Support Desktop Management with post-mass deployment issues of standard software Provide IT support for local software within region Upgrade local server software as necessary EDUCATION Associate degree in Information Systems, Business, or related field, or equivalent experience. TECHNICAL/SOFT SKILLS Working knowledge of hardware and applications including but not limited to: