Technical Support Specialist Tier I
About The Position
As the Technical Support Specialist Tier I, you will be primarily responsible for providing Tier 1 helpdesk support including exceptional customer service, advanced troubleshooting, problem determination and problem resolution to all network users at Schneider Downs. This role troubleshoots issues to resolution with end user computing devices, firm-specific software and productivity applications. Technical Support Specialists manage their workload through the IT Service Management software application including ownership of incidents, service requests, problems and change requests. The Technical Support Specialist Tier I position will report directly to the Technical Operations Manager and work alongside the Technical Support Specialist Tier II. Schneider Downs has embraced the hybrid work model, so this role will have flexibility working from home, as well as in the office.
Requirements
- Associate degree and service desk experience supporting Microsoft Windows 10 & 11 desktop operating systems
- Strong customer service skills (communication, friendliness, patience, and follow-through)
- Ability to work in a team environment (strong verbal and written communication with team members, reporting regularly to management)
- Proficiency with Microsoft Office products (Word, Excel, Outlook, PowerPoint, Teams, etc.), Microsoft 365 Copilot and other AI tools
Nice To Haves
- Experience with CPA industry-specific software such as CCH Prosystem fx and Thomson Reuters suite.
- Experience creating documentation of technical issues and solutions as well as writing technical knowledgebase articles
- Experience conducting end user training
- ITIL fundamentals and service desk-oriented background
- Technical certifications such as CompTia A+, Office 365 and Azure fundamentals
Responsibilities
- Provide Service Desk support including taking and logging calls, working directly with end users to resolve problems in a friendly manner while tracking and documenting all work in an IT Service Management software application
- Load, configure and maintain Microsoft Windows operating system, Office 365 applications and firm-specific software applications in a network environment
- Troubleshoot and maintain laptop computers (general familiarity with hardware components), virtual machines and deployment of various hardware equipment to employees
- Troubleshoot various computer problems including printing, software errors and hardware errors
- Maintain communications with end users during the problem resolution process
- Plan and participate in a wide variety of special projects
- Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
Benefits
- Competitive compensation
- Insurance, including health, dental, and vision, that begin on day one
- 20+ days of paid time off and 13 paid holidays
- Flex Fridays and office closures for summer and winter breaks
- Parental leave, family care leave, and volunteer time
- 401(k) plans and profit sharing
- CPA exam bonus, education assistance program, and pet insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
101-250 employees
