Tier 2 Service Desk, Senior Associate

RSM US LLP

. Provide phone and email technical support for end-users to resolve hardware or software issues .

Posted 10/14/2026full-timeCedar Rapids • Iowa • United StatesSenior💰 $67,000 - $126,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support, troubleshooting hardware and software issues, and systems administration for Office 365 and Windows Servers. Strong ability to manage client relationships, maintain security standards, and document support processes effectively.

Highest-signal resume keywords

Technical SupportOffice 365 AdministrationHardware and Software TroubleshootingNetwork AdministrationCustomer Service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingSystems AdministrationTCP/IP NetworkingVMWare ESXWindows ServersAzure AD AdministrationSharePoint AdministrationRemote Desktop ServicesVPNApple Hardware

Soft Skills

Excellent CommunicationCustomer FocusTeam PlayerOwnershipProblem-Solving

Tools & Technologies

CitrixSonicWALLCiscoMerakiRSM Ticketing System

Certifications & Qualifications

Microsoft Certification (MCSE/MCSA)Network+ Certification

Industry Keywords

Technical HelpdeskClient SupportWorkstation ManagementNetwork InfrastructureCase Management

Tech Stack

Tools & technologies

AzureCitrixFirewallsTCP/IPVMware

About the role

Key responsibilities & impact

Provide phone and email technical support for end-users to resolve hardware or software issues
Answer client calls in a phone queue during peak hours
Support and troubleshoot workstations, servers and network-related issues
Perform systems administration for Office 365, Windows Servers and workstations across multiple clients
Monitor and troubleshoot client backups
Escalate client issues through proper channels
Manage cases according to defined case impact and priority
Maintain client security standards and confidentiality of information
Document support issues and resolution steps in RSM’s ticketing system
Monitor trends from reported client cases to identify chronic software, system or network infrastructure issues
Update cases and communicate with clients until issues are closed
Work directly with consultants across engagements and projects

Requirements

What you’ll need

1-2 years of experience working on a technical helpdesk, IT related role or equivalent network administration role
Minimum of 2 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment preferred
Microsoft Certification (MCSE/MCSA) and Network+ Certification preferred but not required
Bachelor's degree (BA/BS) from an accredited 4-year school is a plus
Experience with Office 365 Administration and associated workloads including Email and SharePoint
Fundamental understanding of TCP/IP Networking
Experience with firewalls, such as Cisco, SonicWALL and Meraki
Experience with VMWare ESX hosts and vSphere Client for administration
Experience with Windows Servers, Azure AD Administration, SharePoint and Teams Administration
Experience with remote solutions, such as Citrix, Remote Desktop Services and VPN
Experience with Apple Hardware and MAC OS X
Experience with enterprise mobile devices
Highly customer focused with ability to provide consistently excellent customer service and professionalism
Excellent written and verbal communication skills
Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment
Must be able to manage individual workload
Must be a strong team player
Must possess strong sense of ownership with client relationships
Team members must sign a consent form authorizing client calls to be recorded
RSM does not intend to hire entry level candidates who require sponsorship now or in the future

Benefits

Comp & perks

Competitive benefits and compensation package
Flexible schedule
Discretionary bonus based on firm and individual performance
Mentoring and leadership development opportunities
Reasonable accommodation for applicants with disabilities