Managed IT Service Desk Technician

Technology Consulting: Managed IT Service Desk Technician Government contractor team

Position Description

A Managed IT Service Desk Technician within our Technology Consulting group provides you with a unique opportunity to be a part of our dynamic practice. As our company continues to grow we are looking for individuals who seek roles that expose them to all facets of infrastructure including engineering technology design and business. Our team is composed of smart selfmotivated individuals who thrive in a cohesive and resultsoriented environment and enjoy the challenge of real a Managed IT Service Desk Technician you will work directly with our highly trained consultants and have access to a large crosssection of engagements and projects that will develop your I.T. career.

Profile: Government Contactor Service Excellence Team (SET)

A Managed IT Service Desk Technician provides remote technical support to our external Government Contractor managed services clients who are required to comply with Cybersecurity Maturity Model Certification (CMMC) regulations and the NIST SP 800171 framework. This position requires strong technical ability great customer service skills and the desire to learn. These attributes will be used in a fastpaced fun teamoriented environment.

Job Duties and Responsibilities:

• Provide phone and email technical support for endusers 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 RSMs 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

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

• Operate within the rules of CMMC and NIST SP 800171 framework.

Qualifications

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

• US Citizen

• Must live within the United States

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

• Bachelors degree (BA/BS) from an accredited 4year 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 PaloAlto 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

• Experience or Knowledge of CMMC and NIST SP 800171 is a plus

Knowledge Skills and Abilities:

• Highly customer focused with ability to provide consistently excellent customer service and professionalism

• Excellent written and verbal communication skills

• Able to quickly assess situations to pinpoint the scope/source of technical issues in a fastpaced environment

• Must be able to manage individual workload

• Must be a strong team player

• Must possess strong sense of ownership with client relationships

**To provide exceptional service and maintain the highest level of quality assurance for our clients we record calls into our clientfacing service desk. These recordings are used for training and quality assurance purposes only. Your privacy is important to us and we will continue to take all necessary steps to safeguard your personal information. Team members will be required to sign a consent form upon start date authorizing these client calls to be recorded.

You want your next step to be the right one. Youve worked hard to get where you are today. And now youre ready to use your unique skills talents and personality to achieve great things. RSM is a place where you are valued as an individual mentored as a future leader and recognized for your accomplishments and potential. Working directly with clients key decision makers and business owners across various industries and geographies you will move quickly along the learning curve and our clients will benefit from your fresh perspective.

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