Desktop Support Technician

Customer Experience Associate

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