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.

The IT Support Tech is a member of the Customer Support team. They are responsible for maintenance and internal support of RSM LLP’s PCs, printers, servers, and related equipment.

Responsibilities:

Provide level 2 end user support including but not limited to:

• Monitor and respond timely to support tickets in the queue(s).
• Document Service Desk ticket tech notes for escalation or resolution of service requests.
• Assist with Service Desk tickets in the regional queue in supporting all locations in the region/company.
• Assist with Live Chats supporting all locations in the region/company.
• Assist with incoming Service Desk phone calls during peak periods.
• Send IT communications to internal customers.

 Support and maintenance of PCs including but not limited to:

• Complete PC setup and deployment for emergency laptop swaps using standard hardware, images, and software.
• Train new employees on the use of PC and other networked equipment using standard training documents.
• Assign users and computers to proper business groups in Active Directory.
• Perform timely workstation hardware and software upgrades.
• Troubleshoot and resolve hardware, connection, and software issues reported to the Service Desk and assigned to the Support Tech queue.
• Coordinate with authorized vendor for PC hardware repair.
• Monitor and remove virus, spy-ware, and other non-authorized software.
• Maintain and/or coordinate PC hardware inventory.
• Order and purchase standard equipment and software through approved vendors.

Support firm software.

• Support Release and Deployment Management with post-mass deployment issues of standard software.
• Provide IT support for local software within office.
• Upgrade local server software as necessary.

Participate in team and individual projects including:

• Regular scheduled regional calls, all hands calls, team calls.
• Assist other Support Techs in the region, and/or company.
• Proactively support IT and customer support changes and initiatives.
• Test phases of changing hardware and software standards.
• Monitor ticket & live chat queues to ensure SLAs and OLAs are met.
• Utilize the standard Knowledgebase per standard procedures.

Complete various projects and tasks as assigned as such:

• IT focus (SME) groups.
• Reconciliation of Active Directory permissions as per internal securities audits.
• Reconciliation of licenses associated with locally purchased software.
• Coordinate with local vendors for cabling, HVAC, phone system, printer/fax, and other IT related facilities maintenance.
• Tasks related to potential office remodels or relocations.

Maintain network file and print server.

• Update networked applications as required.
• Report file and server issues to the Service Desk for further assignment.
• Setup and maintain network printers, scanners, and multi-function devices.
• Coordinate copier/MFD repairs with authorized repair vendor.

Provide phone support for VoIP applications

Monitor and provide support for UPS/Switch upgrades

Facilitate legal matters compliance with Internal Legal and IRM requests including:

• Complete legal hold workstations procedures and hard drive copies as requested.
• Preserve electronic media as requested.

Other duties as assigned.

Qualifications:

EDUCATION

• High school diploma or GED
• Bachelor’s degree preferred

TECHNICAL/SOFT SKILLS

• Working knowledge of hardware and applications including but not limited to:
• Windows Server OS, Microsoft Windows OS, MS Office Suite, Teams,  asset management, Microsoft Active Directory, computer imaging software, ServiceNow, VoIP phone systems, endpoint security & protection, enterprise backup solutions, hard disk encryption software, PC hardware, printers, and other networked equipment.

SPECIAL REQUIREMENTS SPECIFIC TO JOB

• Excellent verbal and written communications
• Demonstrates a working knowledge of the technology tools required within assigned responsibilities
• Effective organization and time management skills
• Ability to manage multiple tasks
• Strong attention to detail
• Ability to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times and exercise patience and professionalism during stressful situations.
• Ability to work in a highly collaborative environment and consult effectively with employees at all levels.

EXPERIENCE

• 1-3 years relevant experience in customer service

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 https://rsmcanada.com/careers/life-at-rsm/rewards-and-benefits.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; 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 Canadian uniformed service; Canadian Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.   

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].

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.

Compensation Range: $49,500 - $67,000