IT Help Desk Specialist / Client Service Engineer

  • Rehmann
  • Grandville, MI, USA
  • Oct 23, 2020

Job Description

We are currently seeking a Client Service Engineer (Level) 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. How You’ll Make an Impact: 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 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 Why Rehmann? Since 1941, Rehmann has provided clients proactive ideas and solutions to become one of the top 40 largest accounting/consulting firms in the US. Now, with nearly 900 associates, we have expanded to form a synergistic collection of services including accounting, wealth management, investigative services, IT and more! Rehmann has earned national recognition including: Top 25 Best Accounting Firms to Work For ( #13 in Satisfaction #14 in Diversity for Women #15 for Formal Training #17 for Work/Life Balance 101 Best Companies to Work For in Metro Detroit and West Michigan What makes us one of the best? Real Connections. Real Opportunity. Real Impact. We believe that long term success is built by real connections that foster collaborative relationships with Firm leaders and fellow associates, real opportunities that amplify your talent and leadership potential while maintaining a work/life integration, and real impact that engages your positive influence on not just your Firm and career, but your community and clients too.