Senior Analyst, Help Desk II

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If you're as passionate about your future as we are, join our team. 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) KPMG LLP and its subsidiaries ("KPMG") complies with all local/state regulations regarding displaying salary ranges. If required, the ranges displayed below or via the URL below are specifically for those potential hires who will work in the location(s) listed. Any offered salary is determined based on relevant factors such as applicant's skills, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations. In addition, KPMG is proud to offer a comprehensive, competitive benefits package, with options designed to help you make the best decisions for yourself, your family, and your lifestyle. Available benefits are based on eligibility. Our Total Rewards package includes a variety of medical and dental plans, vision coverage, disability and life insurance, 401(k) plans, and a robust suite of personal well-being benefits to support your mental health. Depending on job classification, standard work hours, and years of service, KPMG provides Persona