IT Support Analyst

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 Service Desk 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.

Responsibilities:

• 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

Education:

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

Technical skills and experience:

• Computer hardware components, systems, and peripherals Basic computer software applications including MS Office products, email, Internet access, and  multimedia  technology
• Knowledgeable  with LAN or WAN networking  Working  knowledge of Windows OS
• PC support background and experience working  in  a call center / phone support environment

Special requirements:

• Passion for and responsibility to the customer
• Personal and corporate  integrity
• Friendly presence, helpful attitude, and  self-motivated with demonstrated interpersonal skills
• Good organizational and problem solving  skills
• Ability to multitask
• Ability to work in a highly collaborative environment
• Ability to work a flexible schedule including overtime as required

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://rsmus.com/careers/working-at-rsm/benefits   https://rsmus.com/careers/el-salvador.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; 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 Salvadoran 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 send us an email at [email protected].