Service Desk Analyst II

The Opportunity

RS&H is currently in search of a skilled IT Service Desk Analyst to join our IT team at RS&H in the Charlotte, NC office, supporting the Associates in that office directly, as well as supporting the business and IT teams remotely across the United States.

This person will have various roles in IT Operations at RS&H, such as providing first-call resolution and customer service to our Associates, developing and improving processes and procedures, taking part in IT projects and tasks, contributing to the achievement of key results-driven objectives, and offering support to our increasing service delivery demands. The ideal candidate will have a diverse technical background with experience in PC deployment, PC diagnostics and repair, basic networking technologies, and Windows Operating systems. We are looking for a candidate who is interested in an opportunity to expand their skillset, learn new technologies, and to work as part of a dynamic team supporting operational needs. This role will work with the business and other IT associates to deliver exceptional support and service for a wide range of applications, hardware, and cutting-edge technologies for over 1600 associates across 60 offices.

Duties and Responsibilities:

• Monitors Service Desk email, phone, and ticketing systems for incoming requests and works with associates to identify, troubleshoot, document relevant details, and possible solutions.
• Resolve incidents and service requests by utilizing technical skills, knowledge base, documentation, or IT resources.
• Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows Operating Systems, Office 365 applications, engineering production applications, collaboration systems, and basic networking technologies.
• Facilitate the escalation process and engage with senior-level staff when necessary.
• User account administration on several IT platforms.
• Performs configuration changes, updates, and upgrades to systems and applications as directed.
• Deploy, set up, and support desktops, laptops, VoIP, Unified Communication, Video Conferencing, and other technologies to Associates.
• Participates in the off-hours On-Call rotation.
• Other duties and projects as assigned.

To be successful in this role, you must:

• Have a bachelor's degree in computer science or a related field and three years of service desk experience, or equivalent combination of education and experience.
• 3+ years of experience imaging, deploying, and supporting desktops, laptops, and mobile devices in a Microsoft Windows environment with Software Center and Intune.
• Knowledge of ITIL
• Strong working knowledge of Microsoft Windows with the ability to solve complex workstation issues.
• Experience deploying software via Microsoft deployment tools.
• The ability to communicate effectively with Associates throughout the firm.
• Be a US person per role requirements

Preferred certifications and experience:

• Technical certifications such as CompTIA A+, Network+, and/or MCSA.
• 3+ years of experience working in an IT Support role.
• Experience in implementing and developing ITSM platforms a plus.
• Knowledge of Engineering applications (AutoCAD, Revit, MicroStation, etc.) a plus.

Requirements for occasional travel and physical abilities:

• Flexibility to travel up to 20% or as needed to support multiple office locations.
• Ability to lift and/or move up to 50 pounds.
• Ability to sit and/or stand for prolonged periods of time.
• Ability to routinely perform tasks requiring bending, twisting, kneeling, crouching, squatting, and/or crawling.
• Ability to reach horizontally as well as vertically for required tasks.
• Ability to transport equipment across office environments, including hallways, workstations, and shared spaces.
• Ability to use hands and tools to assemble, install, and adjust computer hardware and peripherals.
• Specific vision abilities required for close work, including viewing screens, reading labels, and configuring equipment.

If this sounds like the role for you and you're ready to join an amazing team, please apply.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Please view Equal Employment Opportunity Posters provided by OFCCP here.

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Please note: no agency representation or submissions will be recognized for this vacancy. Candidates should apply directly to this role to be considered. It is the responsibility of all third-party recruiting and employment agencies to know and adhere to our recruiting policy.

The Company

Employee-owned, RS&H is one of the nation's leading architecture, engineering, and consulting firms, with associates who work hard every day to create tomorrow together. We offer an exceptional journey from start to future. Our integrated teams translate experience into insight, turn challenges into opportunities, and build relationships that are as strong as the buildings and infrastructure we deliver together. We attribute our success to our unwavering commitment to our core values: integrity, accountability, curiosity, and teamwork.