The IT Advanced Customer Support Tech is a member of the
Customer Support team. They are responsible for maintenance and
internal support of RSM LLP's PCs, printers, servers, and related
- Provide level 2 end user support including but not limited
o Monitor and respond timely to support tickets in the
o Document Service Desk ticket tech notes for escalation or
resolution of service requests.
o Assist with Service Desk tickets in the regional queue in
supporting all locations in the region/company.
o Send Corporate IT communications to internal customers.
- Support and maintenance of PCs including but not limited
o Complete PC setup and deployment for new employees using
standard hardware, images, and software.
o Train new employees on the use of PC and other networked
equipment using standard training documents.
o Assign users and computers to proper business groups in Active
o Perform timely workstation hardware and software upgrades.
o Troubleshoot and resolve hardware, connection, and software
issues reported to the Service Desk and assigned to the regional IT
Advanced Customer Support Tech.
o Coordinate with authorized vendor for PC hardware repair.
o Monitor and remove virus, spy-ware, and other non-authorized
o Maintain and/or coordinate PC hardware inventory.
o Order and purchase standard equipment and software through
o Support Desktop Management with post-mass deployment issues of
o Provide IT support for local software within their region. May
coordinate support with a Product Champion.
o Upgrade local server software as necessary.
- Participate in team and projects including:
o Regular scheduled regional calls.
o Assist other IT Coordinators in the region, and/or
o Proactively support Corporate IT and customer support changes
o Test phases of changing hardware and software standards.
o Monitor ticket queues to ensure SLAs and OLAs are met.
o Utilize the standard Knowledgebase per standard
o Complete various projects and tasks as assigned as such:
IT focus groups
Reconciliation of Active Directory permissions as per internal
Reconciliation of licenses associated with locally purchased
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.
o Maintain network file and print server
o Update networked applications as required.
o Maintain daily tape backup and off-site tape storage.
o Report file and server issues to the Service Desk for further
o Setup and maintain network printers, scanners, and
o Coordinate copier/MFD repairs with authorized repair
- Provide phone support in centralized VoIP locations.
- Facilitate legal matters compliance with Internal Legal and IRM
o Complete legal hold workstations procedures and hard drive
copies as requested.
o Preserve backup tapes and other electronic media as
- High school diploma or GED
- Bachelor's degree preferred
- Working knowledge of hardware and applications including but
not limited to:
o Windows Server OS, Microsoft Windows OS, MS Office Suite,
asset management, Lotus Notes, Microsoft Active Directory, computer
imaging software, CA Unicenter Service Desk software, VoIP phone
systems, CCH ProSystem FX, endpoint security & protection,
enterprise backup solutions, hard disk encryption software, PC
hardware, printers, and other networked equipment.
SPECIAL REQUIREMENTS SPECIFIC TO JOB
- Excellent verbal and written communications
- Demonstrates a working knowledge of the technology tools
required within assigned responsibilities
- Effective organization and time management skills
- Ability to manage multiple tasks
- Strong attention to detail
- Ability to handle constantly changing flow of traffic, remain
productive during slow times, be able to multitask effectively
during busy times and exercise patience and professionalism during
- Ability to work in a highly collaborative environment and
consult effectively with employees at all levels.
- 1-3 years relevant experience in customer service
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.