Desktop Support Technician

Location: ONSITE 5 days a week in Downtown Chicago! 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

Created: 2026-03-31