L2 Assurance Digital Support Analyst Senior 1

As a L2 Assurance Digital Support Analyst Senior 1 at RSM, your role is crucial in providing second level technical support to end-users for specific software applications. Your exceptional customer service and communication skills will be key in responding to user inquiries via phone, self-service queue, and email. Your ability to communicate effectively between technical and non-technical individuals within the company is essential. **Key Responsibilities:** - Provide in-depth technical application support to end-users to ensure proper software operation and facilitate business tasks. Resolve issues escalated from Level 1 support. - Manage and prioritize a queue of requests and incidents, updating status in the incident tracking software. - Collaborate with customers to understand requirements and expectations, remotely assisting employees and consultants with software problems. - Apply problem-solving techniques to address user issues related to software provided by RSM, requiring knowledge of hardware and networking systems. - Learn advanced operations of commonly used software, hardware, and equipment, and participate in supported application projects. - Install requested or upgraded software on user PCs and escalate incidents requiring in-depth analysis to Level 3 support. - Contribute to Knowledge Articles for supported applications and fulfill other duties as assigned by the Service Desk Manager. **Qualifications Required:** - Associates Degree in Information Systems, Business, Communications, or related field preferred, or equivalent experience. - Proficiency in computer hardware components, systems, peripherals, basic software applications, LAN/WAN networking, and Windows OS. - 3-5 years of PC support background and experience in a call center/phone support environment. RSM offers a competitive benefits and compensation package, flexibility in your schedule, and a collaborative work environment. If you are passionate about customer service, possess good organizational and problem-solving skills, and enjoy working in a supportive team, RSM could be the ideal place for you to realize your full potential.,