Customer Experience Associate (IT Support) - Hybrid

Job Category: IT Specialist

Job Type: Hybrid

Job Location: Chicago Illinois

Compensation: Depends on Experience

W2: W2-Contract Only; Kindly note that applications on a C2C basis will not be considered for this role.

C2C: Contract - W2

Job Description

Job Description

Company

• Grant Thornton is a major Audit, Tax, and Advisory Services company offering a broad range of services in strategy and consulting, operations, technology and more across various industries.
  
  

This position may be offered to a candidate authorized to work in the US for his/her/their stated employer, without any restrictions which would prevent the candidate from working on the proposed assignment for the duration of the assignment period.

Duration: Contract – 6 months with potential to extend

Overview

• 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 nearly 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

• 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
• Other duties as assigned
  
  

Qualifications

• Bachelor’s degree or equivalent combination of education and experience
• 2-3 years of experience in field service support working with technology industry
• Prior experience with end user services, information technology or related field
• 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 and communication skills
• Ability to work independently but also in a team environment
  
  

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JPS-5067

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