Senior IT Service Desk Specialist | Flexible Schedule

RSM; Mason City (IA); On-site; USD 67,000 - 127,000; Full time

Job summary

RSM is seeking a Managed IT Service Desk Technician to provide remote technical support for external managed service clients. The role involves troubleshooting hardware, software, and network issues, performing systems administration for Office 365 and Windows Server environments, and maintaining security standards across multiple clients.

You will work with senior consultants, handle client communications, and document resolutions in the ticketing system.

Qualifications

• 2+ years in a technical helpdesk or IT support role
• Experience with Office 365 Administration and Windows Server environments
• Experience with networking basics (TCP/IP) and virtualization
• Experience with remote solutions and VPN access
• Certifications (MCSE/MCSA) and Network+ preferred but not required

Responsibilities

• Provide phone and email technical support to end users
• Troubleshoot workstations, servers and network issues
• Manage cases with defined priorities and document resolutions
• Monitor client backups and security controls
• Escalate issues through proper channels and communicate updates to clients

Skills

Customer service

Strong technical ability

Excellent written and verbal skills

Team player

Ownership of client relationships

Education

Bachelor's degree

4-year college degree

Tools

MCSE/MCSA certification

Network+ certification

Office 365 administration

VMware ESX/vSphere

Azure AD administration

SharePoint

Teams administration

Firewall experience (Cisco/SonicWALL/Meraki)

Citrix/Remote Desktop/VPN

Apple macOS & enterprise mobile devices

Job description

RSM is seeking a Managed IT Service Desk Technician to provide remote technical support for external managed service clients. The role involves troubleshooting hardware, software, and network issues, performing systems administration for Office 365 and Windows Server environments, and maintaining security standards across multiple clients.

You will work with senior consultants, handle client communications, and document resolutions in the ticketing system.