Senior IT Help Desk Specialist / Client Service Engineer

Your passion. Your purpose. If you’re here, you’re looking for something more. More opportunity, more impact, more purpose. At Rehmann, each and every one of our associates plays a pivotal role in the Firm’s success. When you join our team, you can count on exceptional support, encouragement, and guidance from your colleagues and from leadership.No matter where you want to go in your career, Rehmann can help you get there. Whether you’re in the early stages of your professional journey or you’re further down your path, we’re focused on helping you achieve your goals – whatever they may be. When you join Rehmann, you are part of a culture that Puts People First and aims to help everyone reach their fullest potential. Let us show you all the ways we can Empower Your Purpose.We are currently seeking a Client Service Engineer (Level II) to join our Rehmann Technology Solutions team. You will be part of our first line of service to our clients by providing remote, technical support using exceptional troubleshooting and problem resolution skills. This position exists to ensure that as RTS dynamically pursues business growth and success at the rapid pace that the IT industry (and our clients) demands, we are doing so in such a way that consistently maintains and grows our level of excellence in the customer service we provide.

Remote and hybrid work options available for our ideal candidate!

How You’ll Make an Impact:

• 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

Your Desired Skills, Experiences and Values:

• 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 location, 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