Desktop Support Technician

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 Service Now 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