Desktop Support Technician / CX AssociateLocation: Chicago, IL 100% onsite (Chicago Loop, Grant Thornton Tower)When submitting - send the candidates mother's maiden name for candidate tracking. Only send strong polished candidates. Must have:1–3 years desktop or end user supportStrong Windows and Microsoft OfficeTicketing system experienceLaptop hardware troubleshootingComfortable supporting execs and billable professionalsServiceNow specificallyStrong knowledge of Windows Operating systemsStrong knowledge of Office productsKnowledge of ServiceNow ticket systemsEstablished laptop hardware experienceUnderstanding of mobile devices calendar and mail support for iOS and AndroidLarge corporate or professional services environmentMSP backgroundiOS and Android support exposureCalm, customer-first, not a heads-down IT goblinSummary: 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 Responsibilities:Walk-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 communication