IT Field (Desktop) Technician

Grant Thornton LLP - Phoenix, AZ

Full-time - Entry Level

Hybrid - Phoenix, AZ

Professional, Scientific, and Technical Services

About the position

Grant Thornton is seeking a Customer Experience Associate to join the team in Phoenix, AZ. 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.

Responsibilities

• Provide enhanced IT customer support for assigned offices, including in-office 'walk-ups'.
• Help customers manage software installations and hardware repair.
• Guide customers on troubleshooting issues.
• Utilize technical knowledge regarding GT's applications and services.
• Own issues and bring them to resolution as quickly as possible while providing proactive updates.
• Communicate effectively with strong communication skills.
• Know the 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.
• Find 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.
• Participate in testing of images and software deployments at the Pilot level ensuring documentation is accurate.
• Assist 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.
• Maintain 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.
• Demonstrate flexibility to learn new technologies and quickly adapt.
• Ability to work on-site at assigned offices.
• Other duties as assigned.

Requirements

• 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.

Nice-to-haves

• 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.