Technical Support Specialist Tier I

Schneider Downs•Columbus, OH

1d•Hybrid

About The Position

The Technical Support Specialist Tier I provides Tier 1 helpdesk support to Schneider Downs network users, delivering customer service, troubleshooting, problem determination, and resolution. The role supports end-user computing devices, firm-specific software, and productivity applications. The specialist manages incidents, service requests, problems, and change requests through the IT Service Management application and reports directly to the Technical Operations Manager, working alongside the Technical Support Supervisor Tier II. The position follows a hybrid work model, with flexibility to work from home and in the office. Schneider Downs describes its culture as supportive and grounded in Care & Respect, Integrity, Be Great, Adaptive, and We Not Me.

Requirements

Associate degree.
Service desk experience supporting Microsoft Windows 10 and 11 desktop operating systems.
Strong customer service skills, including communication, friendliness, patience, and follow-through.
Ability to work in a team environment, with strong verbal and written communication with team members and regular reporting to management.
Proficiency with Microsoft Office products, including Word, Excel, Outlook, PowerPoint, and Teams, as well as Microsoft 365 Copilot and other AI tools.

Nice To Haves

Experience with CPA industry-specific software such as CCH Prosystem fx and the Thomson Reuters suite.
Experience documenting technical issues and solutions and writing technical knowledgebase articles.
Experience conducting end-user training.
ITIL fundamentals and a service desk-oriented background.
Technical certifications such as CompTIA A+, Office 365, or Azure fundamentals.

Responsibilities

Provide Service Desk support by taking and logging calls, working with end users to resolve problems, and tracking and documenting work in an IT Service Management application.
Load, configure, and maintain Microsoft Windows operating systems, Office 365 applications, and firm-specific software in a network environment.
Troubleshoot and maintain laptop computers and virtual machines, and deploy hardware equipment to employees.
Troubleshoot computer problems involving printing, software errors, and hardware errors.
Maintain communications with end users during problem resolution.
Plan and participate in a variety of special projects.
Resolve user-reported problems within the limits of expertise, using available tools and following support-case procedures and policies.