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Urgent! IT Field Desktop Technician Job Opening In Philadelphia – Now Hiring Grant Thornton

IT Field Desktop Technician



Job description

Grant Thornton is seeking a IT Field Desktop Technician, known as a Customer Experience Associate internally to join the team in Philadelphia, PA.
 

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 
  • #HYBRID


    Required Skill Profession

    Computer Occupations



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