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KPMG US · 2 hours ago

Deskside Services Advisor II

Atlanta, GA

Full-time

Onsite

Mid Level

3+ years exp

KPMG is a leading provider of audit, tax, and advisory services, known for its inclusive culture and commitment to individual development. They are seeking a Deskside Services Advisor II to provide high-quality second-level service for PC and MAC laptops/desktops, manage customer communications, and participate in national IT projects.

Financial Services

No H1B

Responsibilities

Perform the troubleshooting/break-fix, configuration, distribution and implementation of PC and MAC laptops/desktops; deliver high-quality second-level service of the technology environment, management of tickets, asset management, and desktop service

Communicate proactively with customers, from analysis through resolution, to keep them informed of status; provide follow-up upon resolution to help make certain customer satisfaction

Follow compliance processes related to preservation of chain of custody and tracking of designated hardware or components; apply a working knowledge of internal client-specific applications to troubleshoot issues

Serve as a senior team member/escalation point and may be conferred with as a subject matter authority by other IT personnel; make certain timely escalation of customer issues by assigning appropriate priority level, escalating as necessary to management contacts, and owning the issue through resolution

Participate in the implementation of national IT projects IT process development and documentation efforts; test and deliver patches, product releases, and other firm-supported upgrades and enhancements

Qualification

PCMAC supportTicket managementCustomer serviceAnalytical skillsProblem solvingVerbal communicationWritten communicationMentoring

Required

Minimum three years of recent experience supporting client service professionals in various levels within the firm

Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)

Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and team work

Ability to positively influence, mentor and be a credible source of knowledge to less experienced team members

Ability to travel and provide on-call coverage on nights and weekends, as needed