IT Support Analyst - 215

RSM US LLP; Chicago (IL); On-site; USD 49,000 - 80,000; Full time

Job summary

A leading provider of professional services is seeking an IT Support Analyst to join their Service Desk team. The role involves first-level technical support, responding to user inquiries, and ensuring effective use of technology. Ideal candidates will have an Associate's Degree in Information Systems or equivalent experience, along with strong customer service and problem-solving skills. This position offers a competitive benefits package and opportunities for professional growth.

Qualifications

• Background in PC support and experience in a call center or phone support environment.

Responsibilities

• Provide technical support by phone to customers regarding effective use of technologies.
• Document all work thoroughly into call-tracking systems.
• Assist in onboarding and training new employees.

Skills

Customer-focused attitude

Problem-solving

Organizational skills

Education

Associate's Degree in Information Systems

Tools

Windows OS

MS Office

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 culture, talent, and 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.

IT Support Analyst

The IT Support 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 email related to supported software and hardware systems. They will escalate issues to L2 and L3 support as appropriate.

ESSENTIAL DUTIES:

1. Provide technical support by phone to customers regarding the effective use of technologies including computers, mobility, voice, network connectivity, and various software applications.
2. Document all work thoroughly into the appropriate call-tracking and incident management systems.
3. Utilize and contribute to the knowledge base, promoting its use to internal and external customers.
4. Ensure proper escalation of incidents requiring resolution by other IT groups beyond the Service Desk.
5. Assist in onboarding and training new employees.
6. Perform other duties as assigned.

QUALIFICATIONS:

EDUCATION:

• Associate's Degree in Information Systems, Business, or a related field, or equivalent experience.

TECHNICAL SKILLS:

• Knowledge of computer hardware components, systems, and peripherals.
• Basic understanding of computer software applications including MS Office, email, Internet, and multimedia technology.
• Familiarity with LAN and WAN networking.
• Working knowledge of Windows OS.

SPECIAL REQUIREMENTS:

• Customer-focused attitude and responsibility.
• Personal and corporate integrity.
• Friendly, helpful, self-motivated with good interpersonal skills.
• Strong organizational and problem-solving skills.
• Ability to multitask and work in a collaborative environment.
• Flexibility to work overtime as required.

EXPERIENCE:

• Background in PC support and experience in a call center or phone support environment.

At RSM, we offer a competitive benefits and compensation package, including flexible scheduling to help balance personal and professional commitments. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

We are an equal opportunity employer and do not tolerate discrimination or harassment based on race, color, creed, religion, sex, sexual orientation, HIV status, national origin, ancestry, family or marital status, age, disability, citizenship, political affiliation, medical condition, veteran status, genetic characteristics, or any other protected characteristic under law.

Accommodation for applicants with disabilities is available upon request. For assistance, contact us at 800-274-3978 or [e-mail].

We do not intend to hire entry-level candidates requiring sponsorship now or in the future. Recent graduates with 1-2 years of relevant experience may be considered as experienced associates.

We consider qualified applicants with arrest or conviction records in accordance with applicable laws, including fair chance ordinances. For more information on our background check process, click here.

The salary range for this role is $49,800 - $79,200, reflecting factors such as education, skills, experience, and location.