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 
• Other duties as assigned