DubuqueRecruiter Since 2001
the smart solution for Dubuque jobs

Service Desk Technician

Company: RSM International
Location: Dubuque
Posted on: April 8, 2021

Job Description:

Service Desk TechnicianDubuque, IABusiness Consulting/TechnologyJob DescriptionReq ID: req18676Service Desk Technician Summary:The RSM Cloud & Managed Services Service Desk Technician role is to ensure proper computer operation so that client's end-users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving client's end-user support requests and escalating service tickets when considered appropriate and necessary in order to maintain SLA expectations. Issue resolution may involve the use of diagnostic and support request tracking tools. *This role includes weekend coverage*Responsibilities include:Initial level of client support responsible for basic troubleshooting of client issues.Field incoming support requests via telephone, email, and ticket portal to ensure courteous, timely and effective resolution of client end-user issues.Dispatch support requests to other Service Desk Analysts as needed or other RSM field consultants as outlined in the client documentation.Adhere to documented processes and procedures in accordance with RSM Cloud & Managed Services SOC audit controls.Document all pertinent client end-user identification information, including client name, end-user name, contact information and nature of problem or issue.Build rapport and elicit problem details from client contacts.Prioritize and schedule problem resolution. Escalate problems, when required, to the appropriately experienced RSM Cloud & Managed Services Service Desk Analyst, Systems Engineer or Field Resource.Record, track and document the support request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Access software updates, drivers, knowledge bases, and FAQ resources on the Internet / Intranet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the RSM Cloud & Managed Services Team.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Install anti-virus software and ensure virus definitions are up to date.Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure problem has been adequately resolved.Perform post-resolution follow ups to support requests.Develop support request sheets and FAQ lists for client end-users and other RSM Service Desk Analysts and Field consultants.Reinforce SLAs to manage client and end-user expectations.Alert RSM Cloud & Managed Services Management to emerging trends in service requests.Other duties as assigned.Basic Qualifications:Bachelor's degree in Information Technology or related preferred and/or combination of education and relevant experience.0 - 3 years of experience in a technology end-user support role.Preferred Qualifications:MCSE or MCSA a plusCitrix experience a plusFinancial Institution experience a plusStorage Area Network (SAN) experience a plusVirtualization (VMWare or HyperV) experience a plusExchange 2010 / 2013 / 2016 experience a plusO365 experience a plusWindows desktop and server operating system experience a plusStrong communication, customer service and problem solving skillsStrong written communication skillsStrong documentation skillsPrior consulting and project management experience a plusExcellent client skills and customer relationship management skills, with proven ability to build relationships with key decision makersSolid understanding of business and information technology processesWillingness to travel throughout the Northeast United States. Overnight travel is less than 5%You want your next step to be the right one. You've worked hard to get where you are today. And now you're ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you'll move quickly along the learning curve and our clients will benefit from your fresh perspective.Experience RSM US. Experience the power of being understood.RSM is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.Location Street Address: 700 Locust Street, Suite 205, Dubuque, IA 52001 USARegion: Central RegionPosition Type: ExperiencedJob Type: Full TimeDegree Required: BachelorTravel Required: YesSponsor candidates who are not eligible to work in US: NoRequisition ID: req18676

Keywords: RSM International, Dubuque , Service Desk Technician, Professions , Dubuque, Iowa

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Professions Jobs

CDL-A Household Goods Mover Owner Operator Truck Driver Jobs
Description: Job DescriptionCDL-A OTR REGIONAL OWNER OPERATOR TRUCK DRIVER JOBS SOME SEE DRIVERS, WE SEE HEROES. Whether it's regional or OTR Owner Operator truck driver job opportunities that you're on the hunt (more...)
Company: United Van Lines
Location: La Crosse
Posted on: 04/16/2021

Warehouse Worker
Description: Job DescriptionPosition Summary: The Warehouse Worker performs shipping and/or receiving functions in a timely manner. Maintain inventory and warehouse work areas, observing all safety regulations and (more...)
Company: Performance Food Group
Location: La Crosse
Posted on: 04/16/2021

Warehouse Package Handler
Description: Auto req ID: 272765BR br Job Summary FedEx Ground is an essential business that needs people to help us support the economy, handling life-saving medications and other items that keep our communities (more...)
Company: FedEx Ground
Location: Dubuque
Posted on: 04/16/2021

Window Installer Contractor Long Term Work
Description: Job DescriptionCompany: Wisconsin's Largest and Best Home Improvement Company of its kind. Providing service for over 20 years in 4 states with an A rating from the Better Business Bureau, ranked as (more...)
Company: Wisconsin's Largest and Best Home Improvement Comp
Location: La Crosse
Posted on: 04/16/2021

CDL-A Solo Company Truck Driver Jobs
Description: The Wheels That Move Your Future. br br Since its start in 1975, CalArk has established itself as the industry-leading, irregular route carrier that it has developed into today. We have a strong presence (more...)
Company: CalArk
Location: Moline
Posted on: 04/16/2021

Carpenter Journeyman
Description: Description As a Journeyman Carpenter you will construct, erect, install, and repair structures and fixtures of wood, plywood, metal studs, and drywall using carpenter's hand tools and power tools making (more...)
Company: Tradesmen International, Inc.
Location: La Crosse
Posted on: 04/16/2021

Glass Flatbed Drivers Top Drivers Earn $86,000-Year, $1,500 Sign-on Bonus!
Description: CDL-A Flatbed Company Driver Glass Division Here at E.W. Wylie, we believe our success begins with our drivers success. Our team knows it takes a unique and ambitious type of driver to haul glass out (more...)
Company: E.W. Wylie Corp.
Location: La Crosse
Posted on: 04/16/2021

HUGE RATE INCREASE! Team Owner Operator, CDL A
Description: JUST ANNOUNCED: The largest rate increase in Forward Air history--and the fourth rate increase in four years br br Why would an Owner Operator consider leasing on to Forward Air's OTR LTL program (more...)
Company: Forward
Location: Dubuque
Posted on: 04/16/2021

Regional CDL-A Truck Driver
Description: Call 866 693-4517 to speak with a recruiter now br br Regional CDL-A Truck Driver Jobs at Ashley Distribution Services LTD Ambassadors Wanted: Truck Driving Opportunities with Weekly Home Time Join (more...)
Company: Ashley Distribution
Location: Dubuque
Posted on: 04/16/2021

CDL-A Company Driver - OTR Dry Van - 1 Year EXP Required
Description: GP Transco Hiring Experienced CDL-A OTR Drivers - Run 48 States. br br Available job openings for experienced CDL-A drivers with the 3rd highest-paying company in the US. GP Transco is looking for (more...)
Company: CDL Life
Location: La Crosse
Posted on: 04/16/2021

Log In or Create An Account

Get the latest Iowa jobs by following @recnetIA on Twitter!

Dubuque RSS job feeds