Senior IT Help Desk Specialist / Client Service Engineer

Rehmann - Jupiter, FL

Full-time - Entry Level

Hybrid - Jupiter, FL

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

About the position

The Senior IT Help Desk Specialist / Client Service Engineer role at Rehmann is designed to provide exceptional remote technical support to clients, ensuring high standards of customer service and problem resolution. This position is crucial for maintaining productivity and uptime while enhancing the overall customer experience. The ideal candidate will be part of a dynamic team that supports the firm's growth in the fast-paced IT industry.

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 Microsoft Azure or cloud services.
• Knowledge of ITIL framework and best practices.

Benefits

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