IT Help Desk Specialist L2

Rehmann; Michigan; On-site; USD 52,000 - 76,000; Full time

Job summary

Rehmann is seeking a Client Service Engineer II to act as a frontline technical resource, delivering remote support and resolving complex issues with a focus on customer experience.

The role requires strong technical and communication skills, a collaborative approach, and participation in a 24x7 on-call rotation. You will help clients succeed while supporting a fast-paced team in Michigan.

Qualifications

• 2+ years of customer service experience.
• 3+ years of hands-on experience supporting Microsoft technologies, VMware, or related environments.
• Experience troubleshooting desktop, server, network, and user access issues.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as a primary point of contact for technical support requests.
• Accurately document service requests, troubleshooting efforts, and resolutions.
• Diagnose and resolve issues related to Windows, Active Directory, Microsoft 365, Exchange, VPN, WAN, printers, and end-user hardware.
• Escalate complex issues while owning the customer experience.
• Install, configure, and support software updates and system components.
• Provide guidance and support for clients and third-party vendors.
• Participate in a 24x7 rotational on-call support schedule.
• Contribute to continuous improvement and knowledge sharing.

Skills

Customer service

Windows systems administration

Active Directory management

Documentation & ticket management

Troubleshooting

Communication

Education

High school diploma or equivalent

Associate’s degree preferred

Tools

VMware

Microsoft technologies

Job description

Your Passion. Your Purpose. If you’re here, you’re looking for something more. More opportunity, more impact, more purpose. At Rehmann, each and every one of our associates plays a pivotal role in the Firm’s success. When you join our team, you can count on exceptional support, encouragement, and guidance from your colleagues and from leadership.

Your Passion. Your Purpose. If you’re here, you’re looking for something more. More opportunity, more impact, more purpose. At Rehmann, each and every one of our associates plays a pivotal role in the Firm’s success. When you join our team, you can count on exceptional support, encouragement, and guidance from your colleagues and from leadership. No matter where you want to go in your career, Rehmann can help you get there. Whether you’re in the early stages of your professional journey or you’re further down your path, we’re focused on helping you achieve your goals – whatever they may be. When you join Rehmann, you are part of a culture that Puts People First and aims to help everyone reach their fullest potential. Let us show you all the ways we can Empower Your Purpose. To learn more about Rehmann, visit: https://www.rehmann.com/careers/ Job Description Join a Team That Delivers Exceptional Client Service Are you passionate about technology, problem-solving, and helping clients succeed? We are seeking a Client Service Engineer II (CSE II) to join our growing team. In this role, you will serve as a frontline technical resource, providing remote support, troubleshooting complex technical issues, and delivering an outstanding customer experience. The ideal candidate combines strong technical expertise with excellent communication skills and enjoys working in a collaborative, fast-paced environment. This position also participates in a rotational on-call schedule to support our clients when needed. What You'll Do As a Client Service Engineer II, you will:

• Serve as a primary point of contact for technical support requests.
• Accurately document service requests, troubleshooting efforts, and resolutions.
• Diagnose and resolve issues related:
• Microsoft Windows operating systems
• Active Directory
• Microsoft 365
• Exchange
• VPN connectivity
• Network access and WAN environments
• Printers and end-user hardware
• Escalate complex issues when appropriate while maintaining ownership of the customer experience.
• Install, configure, and support software applications, updates, patches, and system components.
• Provide guidance and support for clients and third-party vendors.
• Participate in a 24x7 rotational on-call support schedule.
• Contribute to continuous improvement initiatives and team knowledge sharing.
• Maintain service levels that meet or exceed client expectations.

What We're Looking For

• High school diploma or equivalent. Associate’s degree preferred.
• 2+ years of customer service experience.
• 3+ years of hands-on experience supporting Microsoft technologies, VMware, or related technical environments.
• Experience troubleshooting desktop, server, network, and user access issues.
• Strong written and verbal communication skills.
• Excellent analytical and troubleshooting abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to delivering exceptional customer service
• Technical troubleshooting and problem resolution
• Windows systems administration
• Active Directory management
• Documentation and ticket management
• Communication and relationship building
• Team collaboration
• Adaptability and continuous learning
• Time management and prioritization
• Process improvement and accountability

We Put People First in all that we do. Our associates are our greatest assets and we provide programs and benefits that encourage growth and development and align with their needs and goals. This includes benefits focused on physical and mental health, paid time off for volunteering and diversity-related activities, flexible work arrangements, and more. When you join Rehmann, you become part of a firm dedicated to helping Empower Your Purpose, whatever it may be. Rehmann is an Equal Opportunity Employer.