IT Support Analyst 1

RSM US LLP; Hyderabad; On-site; INR 420,000 - 600,000; Full time

Job summary

RSM US LLP in Hyderabad is seeking a Service Desk Analyst to provide first level technical support for applications, networks, and hardware. You will respond to incidents via phone and email and escalate to L2/L3 as needed.

Ideal candidates have 1-3 years IT or customer service experience, an associate degree, and strong communication skills. The role includes PC deployment, AD user management, and basic troubleshooting within a collaborative environment.

Qualifications

• 1-3 years relevant experience in IT or Customer Service.
• Associate degree in Information Systems, Business, or related field, or equivalent experience.
• Bachelor’s degree preferred.

Responsibilities

• Provides first level technical support for applications, networks, platforms, and servers.
• Respond to user inquiries via phone and email; escalate to L2/L3 as needed.
• Complete PC setup and deployment for new employees using standard hardware and software.
• Train new employees on PC and networked equipment using standard documents.
• Manage Active Directory users and computers; perform upgrades.
• Troubleshoot hardware, connectivity, and software issues reported.
• Coordinate with vendors for PC hardware repair.
• Monitor and maintain local hardware inventory and network devices.
• Install and upgrade network devices as required.
• Report server issues to networking teams and assist in troubleshooting.

Skills

Windows OS

MS Office Suite

Active Directory

ServiceNow

Endpoint security

Backup solutions

Disk encryption

PC hardware

Printers

Asset management

Education

Associate degree

Bachelor's degree

Job description

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.

Responsibilities

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 elevate 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:
  • Microsoft Windows OS, MS Office Suite, asset management, Microsoft Active Directory, computer imaging software, ServiceNow, 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 stressful situations.
• Ability to work in a highly collaborative environment and consult effectively with employees at all levels.

Experience

• 1-3 years relevant experience in IT or Customer Service.

MANAGEMENT

• N/A

Preferred Requirements

• Bachelor’s degree

• 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 https://rsmus.com/careers/india.html.

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 Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel 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 at [e-mail].