Night Shift Tier 2 Service Desk Senior

RSM US LLP; Davenport (IA); On-site; USD 67,000 - 127,000; Full time

Job summary

RSM US LLP in Davenport, IA is seeking a Managed IT Service Desk Technician for the third shift (overnight M-F 12am-9am). You will provide remote support to external clients, troubleshoot hardware and software, and work closely with our consulting team.

The role emphasizes customer service, technical aptitude, and the opportunity to gain exposure to Office 365, Windows Server, and network infrastructure across multiple clients. A collaborative, results‑oriented environment awaits.

Qualifications

• 1-2 years of experience in a technical helpdesk or equivalent IT role.
• Strong customer service and communication skills are essential.

Responsibilities

• Provide phone and email technical support for end-users to resolve hardware or software issues.
• Answer calls from clients during peak hours in a phone queue.
• Support and troubleshoot workstations, servers and network issues.
• Perform systems administration for Office 365, Windows Servers, and workstations across multiple clients.
• Monitor and troubleshoot client backups.
• Escalate client issues through proper channels.
• Manage cases per defined priorities.
• Maintain client security and document resolutions in the ticketing system.
• Identify trends indicating chronic issues in software, systems or network infrastructure.
• Update cases and communicate with clients until closed.

Skills

Customer service

Strong technical ability

Excellent communication

Team player

Education

Bachelor's degree (BA/BS) from an accredited 4-year school is a plus

Tools

Office 365 Administration

SharePoint

TCP/IP Networking

Firewalls (Cisco, SonicWALL, Meraki)

VMWare ESXi / vSphere

Windows Server

Azure AD

Citrix / Remote Desktop / VPN

Apple hardware/macOS

Enterprise mobile devices

Job description

RSM US LLP in Davenport, IA is seeking a Managed IT Service Desk Technician for the third shift (overnight M-F 12am-9am). You will provide remote support to external clients, troubleshoot hardware and software, and work closely with our consulting team.

The role emphasizes customer service, technical aptitude, and the opportunity to gain exposure to Office 365, Windows Server, and network infrastructure across multiple clients. A collaborative, results‑oriented environment awaits.