IT Field Desktop Technician

Job Description Grant Thornton is seeking an IT Field Desktop Technician, known as a Customer Experience Associate internally, to join the team in Chicago, IL. 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 near 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. This is a hybrid position that requires the ability to work out of the local Grant Thornton office Monday through Thursday, subject to change based upon business needs. Essential Job Functions 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 Ability to work on‑site at assigned offices Other duties as assigned Basic Qualifications College degree or equivalent combination of education and experience Prior experience with end user services, information technology or related field 1 to 3 years of experience in field service support working with technology industry Other Qualifications 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 skills Strong communication skills Ability to work independently but also in a team environment Base Salary The base salary range for this position is between $60,000 and $90,000. Placement within the pay range is at Grant Thornton’s discretion, and it is based on multiple factors including but not limited to job‑related knowledge/skills, experience, business needs, progression within the role, geographic location, and internal equity. At Grant Thornton, compensation decisions are dependent upon the facts and circumstances of each position and candidate. Benefits We understand that your needs, responsibilities and experiences are different, and we think that’s a good thing. That’s why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. For an overview of our benefit offerings, please visit: Benefits for internship positions: Grant Thornton interns are eligible to participate in the firm’s medical, dental and vision insurance programs and the firm’s employee assistance program. Interns also receive a minimum of 72 hours of paid sick leave and are paid for firm holidays that fall within their internship period. Benefits for seasonal employee positions: Grant Thornton seasonal employees are eligible to participate in the firm’s medical, dental and vision insurance programs and the firm’s employee assistance program. Seasonal employees may also be eligible to participate in the firm’s 401(k) savings plan and employee retirement plan in accordance with applicable plan terms and eligibility requirements. Seasonal employees receive a minimum of 72 hours of paid sick leave. Grant Thornton employees may be eligible for a discretionary, annual bonus based on individual and firm performance, subject to the terms, conditions and eligibility criteria of the applicable bonus plan or program. Interns and seasonal employees are not eligible for bonus compensation. Additional Details It is the policy of Grant Thornton to promote equal employment opportunities. All personnel decisions—including but not limited to recruiting, hiring, training, working conditions, promotion, transfer, compensation, benefits, evaluations, and termination—are made without regard to race, color, religion, national origin, sex, age, marital or civil union status, pregnancy or pregnancy‑related condition, sexual orientation, gender identity or expression, citizenship status, veteran status, disability, handicap, genetic predisposition or any other characteristic protected by applicable federal, state, or local law. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Grant Thornton to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. To make an accommodation request, please contact View email address on click.appcast.io. For Los Angeles Applicants only: We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For Massachusetts Applicants only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Grant Thornton does not require or administer lie detector tests as a condition of employment or continued employment. #J-18808-Ljbffr