Desktop Support Technician

Customer Experience Associate

ONSITE 5 days a week in Downtown Chicago!

Contract – 6 months with potential to extend

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