Job description

KPMG is currently seeking a Senior Analyst, Help Desk II to join our Digital Nexus technology organization. Responsibilities: • Manage, prioritize, and document ticket queues to ensure timely resolution, escalation, and follow-up for maximum customer satisfaction • Deliver personalized, proactive, and high-quality technical support and communication to VIPs regarding issue status and resolution progress • Provide complex, third-level troubleshooting for desktop operating systems, network configurations, and client-specific applications • Test and deploy patches, product upgrades, and enhancements while proactively identifying and mitigating system and network vulnerabilities • Participate in national IT projects, cross-functional teams, and the creation of both customer- and IT-facing knowledge base documentation • Collaborate with vendors and internal IT teams to resolve complex, system-wide, or escalated technical issues • Act with integrity, professionalism, and personal responsibility to uphold KPMG’s respectful and courteous work environment Qualifications: • Minimum three years of recent progressive IT support experience in a professional services or corporate environment • Bachelor’s degree from an accredited college or university is preferred; minimum of a high school diploma or GED required • Advanced hands-on experience troubleshooting desktop OS, networks, and custom apps (Tier-3), including managing patch deployments and system upgrades • Strong familiarity with ITSM systems/SLA tracking and the ability to provide on-call night and weekend coverage as needed • Strong analytical, communication, and mentoring skills to positively influence team members and deliver excellent customer-centric service • Proven ability to support professionals at all levels including VIPs and executives with proactive, high-quality, and white-glove technical support • Applicants 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)

Requirements

Must-haves

KPMG is currently seeking a Senior Analyst, Help Desk II to join our Digital Nexus technology organization.
Manage, prioritize, and document ticket queues to ensure timely resolution, escalation, and follow-up for maximum customer satisfaction
Deliver personalized, proactive, and high-quality technical support and communication to VIPs regarding issue status and resolution progress
Provide complex, third-level troubleshooting for desktop operating systems, network configurations, and client-specific applications
Test and deploy patches, product upgrades, and enhancements while proactively identifying and mitigating system and network vulnerabilities
Participate in national IT projects, cross-functional teams, and the creation of both customer- and IT-facing knowledge base documentation
Collaborate with vendors and internal IT teams to resolve complex, system-wide, or escalated technical issues
Act with integrity, professionalism, and personal responsibility to uphold KPMG’s respectful and courteous work environment
Minimum three years of recent progressive IT support experience in a professional services or corporate environment
Advanced hands-on experience troubleshooting desktop OS, networks, and custom apps (Tier-3), including managing patch deployments and system upgrades
Strong familiarity with ITSM systems/SLA tracking and the ability to provide on-call night and weekend coverage as needed
Strong analytical, communication, and mentoring skills to positively influence team members and deliver excellent customer-centric service
Proven ability to support professionals at all levels including VIPs and executives with proactive, high-quality, and white-glove technical support

Nice-to-haves

Bachelor’s degree from an accredited college or university is preferred; minimum of a high school diploma or GED required

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: avature
Effort: medium