What are the responsibilities and job description for the IT Field Desktop Technician position at Grant Thornton - Americas?
Grant Thornton is seeking an IT Field Desktop Technician, known as a Customer Experience Associate internally, to join the team in Chicago, IL.
Summary: 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. This is 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
The base salary range for this position in the firm’s Chicago, IL office only is between $60,000 and $90,000 per year.
Salary : $60,000 - $90,000