IT Support Analyst - 14 - USA-IA-Virtual

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.

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. The 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 escalate to L2 and L3 as appropriate.

ESSENTIAL DUTIES:

• Provides technical support by phone to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software applications.
• Thoroughly documents all work completed into the appropriate call-tracking and incident management systems.
• Routinely utilizes and contributes to the knowledgebase and actively promotes utilization to both internal and external customers.
• Ensures appropriate and accurate escalation of incidents that require resolution by other IT groups beyond the Service Desk.
• Assist in the on-boarding and training of new employees
• Other duties as assigned

QUALIFICATIONS:

EDUCATION:

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

TECHNICAL SKILLS:

• Computer hardware components, systems, and peripherals
• Basic computer software applications including MS Office products, email, Internet access, and multimedia technology
• Knowledgeable with LAN …