IT Customer Operations Depot Technician 1

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Job Summary

The IT Customer Ops Depot Technician is a member of our hardware depot team. They are responsible for configuration and distribution of laptops for new hires and existing employee laptop swaps

Essential Duties

1. Configuration and distribution of PCs including but not limited to:

• Onsite laptop provisioning and depot activities.
• Complete laptop setups and deployment for employees using standard hardware, images, and software.
• Manage physical asset inventory and update system accordingly.
• Troubleshoot and resolve hardware, software and connectivity issues discovered during provisioning process.
• Coordinate with authorized vendor(s) for PC hardware repair.

2. Coordinate user laptop upgrades and support during scheduled refresh process:

• Schedule meetings with users to assist with laptop swap process.
• Provide IT support related to laptop swaps.
• Coordinate and remediate laptop SWAP returns

3. Other miscellaneous tasks such as:

• Maintain and/or coordinate PC hardware inventory.
• Order and purchase standard equipment and software through approved vendors. 
• Shipping label creation and packaging of laptops for shipping.

Participation in weekly team calls

EXPERIENCE

• 1-3 years relevant experience in customer service or IT support

EDUCATION

• Associate degree or equivalent experience

TECHNICAL/SOFT SKILLS

• Working knowledge of hardware and applications
• Experience with Microsoft Windows OS, MAC OS, MS, Office Suite, asset management, Microsoft Active Directory, computer imaging software, ServiceNow Service Desk software, VoIP phone systems, CCH ProSystem FX, endpoint security & protection, enterprise backup solutions, hard disk encryption software, PC hardware, printers, and other networked equipment.

SPECIAL REQUIREMENTS SPECIFIC TO JOB

• Excellent verbal and written communications
• Demonstrates a working knowledge of the technology tools required within assigned responsibilities
• Effective organization and time management skills
• Ability to manage multiple tasks and strong attention to detail
• Ability to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times and exercise patience and professionalism during stressful situations.
• Ability to work in a highly collaborative environment and consult effectively with employees at all levels.

You want your next step to be the right one. You’ve worked hard to get where you are today. And now you’re ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you’ll move quickly along the learning curve and our clients will benefit from your fresh perspective.
Experience RSM. Experience the power of being understood.