Rsm
Service Desk Analyst
Overview
The Service Desk Analyst is a member of the Service Desk team, responsible for first level technical support of all supported applications and responding to user inquiries regarding incidents with applications, networks, platforms, and servers.
About Rsm
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.
Requirements & Eligibility
- Associate degree in Information Systems, Business, or related field, or equivalent experience
- 1-3 years relevant experience in IT or Customer Service
- Working knowledge of hardware and applications including Microsoft Windows OS, MS Office Suite, Microsoft Active Directory, computer imaging software, ServiceNow, endpoint security & protection, and PC hardware
Key Responsibilities
- 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 complete PC setup and deployment for new employees.
- 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.
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