Technical Support Specialist Tier I

Schneider Downs•Pittsburgh, PA

2d•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 software application. This position reports directly to the Technical Operations Manager and works alongside the Technical Support Supervisor Tier II. Schneider Downs uses a hybrid work model, with work performed both from home and 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, communicate effectively verbally and in writing with team members, and report regularly to management.
Proficiency with Microsoft Office products, including Word, Excel, Outlook, PowerPoint, and Teams; 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 software 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 equipment deployed to employees.
Troubleshoot computer issues, including printing, software errors, and hardware errors.
Maintain communication with end users throughout the problem-resolution process.
Plan and participate in special projects.
Resolve user-reported problems to the extent of expertise, using available tools and following support-case procedures and policies.
Manage incidents, service requests, problems, and change requests through the IT Service Management software application.