IT Support Analyst 1

About the role

The Service Desk Analyst joins RSM’s Service Desk team to provide first‑level technical support for a range of applications, networks, platforms and servers. You will be the initial point of contact for users, handling inquiries via phone, live chat and email, and escalating more complex issues to higher support tiers.

Key responsibilities

• Deliver technical support for computers, mobility devices, voice, network connectivity and software applications.
• Set up, image, and deploy PCs for new employees and train them on standard equipment.
• Assign users and computers to appropriate groups in Active Directory.
• Perform workstation hardware and software upgrades, troubleshoot hardware, connection and software issues.
• Coordinate with vendors for hardware repairs and manage local hardware inventory.
• Monitor and remove viruses, spyware and unauthorized software.
• Maintain local network devices, printers, scanners and multi‑function devices, including installation, upgrades and repairs.
• Support local software, desktop management post‑deployment, and assist with server issue reporting.
• Participate in remediation projects, license reconciliation and IT‑related facilities maintenance.

Required profile

• Associate degree in Information Systems, Business or a related field, or equivalent experience.
• Ability to provide clear, courteous support via phone, chat and email.
• Strong organizational skills for handling multiple tasks and projects.

Required skills

• Microsoft Windows operating system.
• Microsoft Office Suite.
• Active Directory administration.
• Computer imaging software.
• PC hardware setup and troubleshooting.
• Network connectivity troubleshooting.
• Virus and malware detection and removal.
• Printer, scanner and multi‑function device configuration.