Desktop Support Technician

Job Description
Location: ONSITE 5 days a week in Downtown Chicago!



Duration: Contract – 6 months with potential to extend





Overview:

· The goal of the Customer Experience Associate (CX Associate) is to ensure Grant Thornton employees receive a high level of support in a timely fashion in a fast-paced environment.

· Grant Thornton employees are fully billable and require nearly 100% laptop uptime.

· The CX Associate is the first on-site responder and starts our Customer’s Experience journey.

· They will provide an enhanced level of hands-on and remote support for a specific office or offices.

· Working in conjunction with our Customer Experience team to ensure 100% uptime and a positive customer experience.



Responsibilities:

· Each CX Associate is responsible for providing enhanced IT customer support their assigned offices, including in-office “walk-ups”

· Helping customers manage software installations and hardware repair

· Guiding customers on troubleshooting issues

· Technical knowledge regarding GT’s applications and services

· Own issues and bring them to resolution as quickly as possible while providing proactive updates

· Strong communication skills

· Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution

· Participate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutions

· Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment

· Utilize remote support tools in support of dispatch offices where a technician is not always on site

· Finding solutions from previous cases using the Knowledge Base

· Communicate knowledge gaps in issue resolution

· Ensure tickets are properly updated and asset management system is properly updated

· Participates in testing of images and software deployments at the Pilot level ensuring documentation is accurate

· Assists with events in-offices or conferences

· Provide on-site support for client meetings

· Weekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipment

· Maintenance of on-site IT space and routinely monitor inventory stock

· Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance

· Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help

· Flexibility to learn new technologies and quickly adapt

· Other duties as assigned



Qualifications:

· Bachelor's degree or equivalent combination of education and experience

· 2-3 years of experience in field service support working with technology industry

· Prior experience with end user services, information technology or related field

· Strong knowledge of Windows Operating systems

· Strong Knowledge of Office products

· Knowledge of Remedy or ServiceNow ticket systems

· Established laptop hardware experience

· Understanding of mobile devices calendar and mail support for iOS and Android

· Basic analytical and problem-solving skills

· Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology

· Strong interpersonal skills to interact with clients and team members

· Strong organizational and communication skills

· Ability to work independently but also in a team environment