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. The 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.  

RESPONSIBILITIES:

• Provides technical support by phone to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software applications.  

• Thoroughly documents all work completed into the appropriate call-tracking and incident management systems.  

• Routinely utilizes and contributes to the knowledgebase and actively promotes utilization to both internal and external customers.  

• Ensures appropriate and accurate escalation of incidents that require resolution by other IT groups beyond the Service Desk.  

• Assist in the on-boarding and training of new employees  

• Other duties as assigned  

EDUCATION  

• Associate's Degree in Information Systems, Business, or related field, or equivalent experience (Preferred)  

TECHNICAL SKILLS  

• Computer hardware components, systems, and peripherals  

• Basic computer software applications including MS Office products, email, Internet access, and multimedia technology

• Knowledgeable with LAN or WAN networking  

• Working knowledge of Windows OS  

 SPECIAL REQUIREMENTS SPECIFIC TO JOB  

• Passion for and responsibility to the customer  

• Personal and corporate integrity

• Friendly presence, helpful attitude, and self-motivated with demonstrated interpersonal skills  

• Good organizational and problem solving skills  

• Ability to multitask  

• Ability to work in a highly collaborative environment  

• Ability to work a flexible schedule including overtime as required   

At RSM, we offer a competitive benefits and compensation package for all our people.  We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients.  Learn more about our total rewards at     

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Salvadoran Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email