Managed IT Services Senior Associate, Tier 2

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, 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.

Responsibilities:

• Provide phone and email technical support for end-users to resolve any hardware or software issues

• Technicians will be in a phone queue answering calls from clients during peak hours

• Support and troubleshoot workstations, servers and network related issues

• Perform systems administration for Office 365, Windows Servers, and workstations across multiple clients

• Monitor and troubleshoot client backups

• Escalate client issues through the proper channels

• Manage cases according to defined case impact and priority

• Maintain client security standards and confidentiality of information

• Clearly document support issues and all resolution steps in RSM’s ticketing system

• Monitor trends from reported client cases to isolate possible chronic issues for software, system, or network infrastructure that indicate failing hardware or software corruption

• Update cases and communicate with clients as required until issue is closed

Required Qualifications:

• 1-2 years of experience working on a technical helpdesk or IT related role or equivalent network administration role.

Preferred Qualifications:

• Minimum of 2 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment

• Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required

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

• Experience with Office 365 Administration and associated workloads including Email and SharePoint

• Fundamental understanding of TCP/IP Networking

• Experience with firewalls, such as Cisco, SonicWALL and Meraki

• Experience with VMWare ESX hosts and vSphere Client for administration

• Experience with Windows Servers, Azure AD Administration, SharePoint and Teams Administration.

• Experience with remote solutions, such as Citrix, Remote Desktop Services and VPN

• Experience with Apple Hardware and MAC OS X

• Experience with enterprise mobile devices

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at

All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records. For those living in California or applying to a position in California, please click here for additional information.

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.