Technical Support Specialist Tier I
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, and manages incidents, service requests, problems, and change requests through the IT Service Management application. The position reports directly to the Technical Operations Manager and works alongside the Technical Support Supervisor Tier II. Schneider Downs uses a hybrid work model, combining work from home with time in the office.
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, and 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, virtual machines, and hardware deployed to employees.
- Troubleshoot computer problems involving printing, software errors, and hardware errors.
- Maintain communication with end users during problem resolution.
- Plan and participate in a wide variety of special projects.
- Resolve user-reported problems to the extent permitted by expertise, using available tools and following support-case procedures and policies.
Benefits
- Competitive compensation.
- Health, dental, and vision insurance beginning on day one.
- Paid time off and paid holidays.
- Parental leave, family care leave, and volunteer time.
- 401(k) plans and profit sharing.
- CPA exam bonus and education assistance program.
- Pet insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
