Senior IT Help Desk Specialist / Client Service Engineer

Rehmann - Jupiter, FL

Full-time - Mid Level

Hybrid - Jupiter, FL

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

As a Senior IT Help Desk Specialist / Client Service Engineer at Rehmann, you will play a crucial role in providing exceptional technical support to our clients. This position is designed to ensure that our clients receive the highest level of service as we navigate the fast-paced demands of the IT industry. You will be part of our first line of service, utilizing your troubleshooting and problem resolution skills to address a variety of technical issues. Your responsibilities will include researching and resolving user issues related to network access, local printers, PC hardware, email, internet, VPN, and WAN. You will also be responsible for escalating more complex problems to other team members when necessary, ensuring that productivity and uptime are maximized while enhancing the overall customer experience. In this role, you will install, support, and document client application software, including “hot fixes” and patches. You will provide general administrative support for Microsoft-centric networks and accurately enter service requests into appropriate tracking systems with detailed documentation. Upholding the highest standards of customer service is paramount, and you will take necessary steps to remedy any less than excellent service outcomes. Effective communication with customers is essential to deliver a positive support experience, and you will be expected to adapt your communication style to suit various personality types and ensure clarity in all interactions. Rehmann is committed to empowering our associates and helping them achieve their career goals. We offer remote and hybrid work options for the ideal candidate, allowing for flexibility in your work environment. Join us in our mission to put people first and make a significant impact in the IT support landscape.

Responsibilities

• Researching and resolving user issues related to network access, local printers, PC hardware, email, internet, VPN and WAN.
• Escalating more complex problems outside of your expertise to other team members.
• Focusing on maximizing productivity and uptime, while enhancing the customer experience.
• Installing, supporting and documenting client application software, 'hot fixes' and patches.
• Providing general administrative support for Microsoft centric networks.
• Entering service requests accurately and with fully documented detail into appropriate tracking systems.
• Upholding the highest standards of customer service at all times to internal and external clients.
• Taking the steps necessary to remedy less than excellent service outcomes.
• Communicating effectively with customers to deliver a positive support experience.

Requirements

• 2+ years of previous help desk / customer service experience.
• 3+ years of demonstrated use of Microsoft, VMWare or other technical based skillsets.
• High school diploma required; Associate's Degree preferred.
• Microsoft certifications including MCSA-Windows 10 or MCSA- Office 365 preferred.
• HDI-SCA or similar service desk agent certification, entry level certification in applications, networking, firewall or security required.
• In-depth knowledge and experience in key supported applications: Remote Desktop Farms/Terminal Services, MS Exchange, Active Directory, Office 365, Microsoft Windows desktop/server-based operating systems, VMWare and virtualization.
• Ability to install, configure, manage and troubleshoot Microsoft Windows based operating systems.
• Ability to manage and troubleshoot Active Directory, including users, groups, permissions, group policy and DNS.
• Ability to support VMWare virtualized infrastructures preferred.
• Ability to work well in a team environment.
• Ability to explain technical concepts in lay-man's terms.
• Unwavering integrity in all situations.
• Commitment to upholding the highest standards of customer service at all times.
• Ability to shift gears and implement new topics and processes quickly to address emerging informational needs.
• Ability to adapt to various personality types and adjust communication accordingly to ensure clarity and positive outcomes.
• Excellent written and verbal communications skills.
• Empathy and ability to provide relevant answers suitable to clients at various stages in the service process.
• Ability to manage multiple priorities and deadlines.
• Ability to locate, track, organize and summarize information.
• Excellent troubleshooting skills.
• Ability to build relationships and ask questions that elicit responses and engage others in discussion.
• Willingness to coach and train others.
• Ability to provide regular, rotational on-call coverage after hours and on weekends.

Nice-to-haves

• Experience with additional IT certifications or advanced technical skills.
• Familiarity with customer relationship management (CRM) software.
• Experience in a fast-paced IT support environment.

Benefits

• Flexible work arrangements.
• Paid time off for volunteering and diversity-related activities.
• Programs focused on physical and mental health.
• Opportunities for growth and development.