IT Field Desktop Technician at Grant Thornton

DescriptionGrant 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 CX Associate is the first on-site responder and starts our Customers 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-upsHelping customers manage software installations and hardware repairGuiding customers on troubleshooting issuesTechnical knowledge regarding GTs applications and servicesOwn issues and bring them to resolution as quickly as possible while providing proactive updatesStrong communication skillsKnowledge of escalation path when troubleshooting complex laptop issues for quick resolutionParticipate in MIM calls for their offices of support to assist with gathering information troubleshooting and testing of solutionsTroubleshoot issues in a Windows 10 Office 365 and SharePoint environmentUtilize remote support tools in support of dispatch offices where a technician is not always on siteFinding solutions from previous cases using the Knowledge BaseCommunicate knowledge gaps in issue resolutionEnsure tickets are properly updated and asset management system is properly updatedParticipates in testing of images and software deployments at the Pilot level ensuring documentation is accurateAssists with events in-offices or conferencesProvide on-site support for client meetingsWeekly maintenance of on-site printers access points conference room technology MDF closets and phone equipmentMaintenance of on-site IT space and routinely monitor inventory stockProvide 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 helpFlexibility to learn new technologies and quickly adaptAbility to work on-site at assigned officesOther duties as assignedBasic Qualifications:College degree or equivalent combination of education and experiencePrior experience with end user services information technology or related field1 to 3 years of experience in field service support working with technology industryOther Qualifications:Strong knowledge of Windows Operating systemsStrong Knowledge of Office productsKnowledge of Remedy or ServiceNow ticket systemsEstablished laptop hardware experienceUnderstanding of mobile devices calendar and mail support for iOS and AndroidBasic analytical and problem-solving skillsExperience working with printers copiers faxes video conferencing and other multimedia technologyStrong interpersonal skills to interact with clients and team membersStrong organizational skillsStrong communication skillsAbility to work independently but also in a team environmentThe base salary range for this position in the firms Chicago IL office only is between $60000 and $90000 per year.Required Experience:IC Key Skills Computer Hardware,Customer Service,Hand Tools,Computer Networking,Field Service,POS,Windows,Mechanical Knowledge,Service Technician Experience,Merchandising,Project Coordination,Troubleshooting Employment Type : Full-Time Experience: years Vacancy: 1 Yearly Salary Salary: 60000 - 90000