Desktop Support Technician / CX AssociateInternal IT support for Grant Thornton employees. Walk-up, desk-side, and conference room support. High-touch, onsite.
No client delivery.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.Core ResponsibilitiesWalk-up and desk-side IT supportWindows 10, Office 365, SharePoint troubleshootingLaptop hardware repair and software installsTicket ownership in ServiceNow or RemedyPrinters, copiers, conference rooms, video conferencingAsset tracking and inventoryMajor incident call participationInternal meeting and event tech supportRoutine maintenance of IT spaces and equipmentClear escalation and user communicationMust-HavesCalm, customer-first, not a heads-down IT goblinNice to HaveServiceNow specificallyLarge corporate or professional services environmentMSP backgroundiOS and Android support exposureHard No'sRemote-only candidatesPure help desk, call-center only backgroundsZero enterprise or office-based supportRecruiter NotesThis is an internal enablement role, sell stability and visibilityEmphasize onsite presence and real human interactionLoop location matters, commuting tolerance is realCultural fit is just as important as technical basicsGT expects polish, responsiveness, and ownership