Technical Support Specialist Tier I
For 65 years, Schneider Downs has provided accounting, tax and consulting services through our team of innovative thought leaders who are committed to our approach of providing Big Thinking with a Personal Focus.
Our client roster includes a diverse blend of well-established regional businesses, not-for-profits and exciting start-ups. Regardless of industry or corporate profile, our clients receive the highest level of responsiveness, proactivity and personal attention to their individual needs. We call that commitment the SD Standard and it's what makes us different.
At Schneider Downs, we believe that diversity, equity and inclusion contribute to a better company, better client services and a better world. We want everyone to feel they can be themselves by sharing the wide range of perspectives they represent, thereby fostering an environment where differences are truly valued and celebrated. Fostering this type of environment empowers our colleagues to do their best work and we encourage everyone to consider becoming a part of it.
SUMMARY
The Technical Support Specialist's primary responsibilities are extensive Help Desks duties which require technical problem-solving skills as well as desk-side visits to end users. This position troubleshoots issues with end user computing devices, productivity applications and firm-issued software. This position will 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 Senior Manager of Information Technology (Client Systems) and work closely with the Technical Support Specialist Tier II Help Desk Supervisor
RESPONSIBILITIES
- Load, configure and maintain Microsoft Windows operating system, Office 365 applications and firm specific software applications in a network environment
- Load, configure, and maintain Microsoft Office Suite
- Load, configure, and maintain various software applications
- Work with Laptop and Desktop computers (general familiarity with hardware components) and deployment of various hardware equipment to employees
- Troubleshoot various computer problems including printing, software errors and hardware errors
- Provide Help Desk support including taking and logging calls, working directly with end users to resolve problems in a friendly manner while tracking and logging all work in an IT Service Management software application
- Conduct training classes and providing documentation as needed
- Plan and participate in a wide variety of special projects
- Provide exceptional customer service to end users and other members of the IT department
QUALIFICATIONS
- Associate's degree and familiarity with help desk support and help desk support practices through education or practical experience OR high school diploma/GED and two years of help desk experience is required
- Strong customer service skills (communication, friendliness, patience and follow through) are required
- Ability to work in a team environment (communication with team members, reporting regularly to management) is required
- Experience creating documentation of technical issues and solutions as well as writing technical articles describing problem resolutions is preferred
- Experience conducting end user training is preferred
- Proficiency with Microsoft Office products (Word, Excel, Outlook, PowerPoint, Teams, etc.) is preferred
- ITIL fundamentals and help desk oriented background preferred
- Technical certifications such as A+ are preferred
At Schneider Downs, we recognize that our culture is our identity. It is the building block of what makes us unique. Even as we grow, we are working hard to retain that same close-knit culture and continuously promote a positive, supportive work environment through our core values: Care, Integrity, Balance, Respect and Drive.
We strive to provide a work/life balance that fits for each and every one of our employees. We are pleased to present a comprehensive benefits package that makes being employed by Schneider Downs more than just work. Below are some of the benefits we offer.
- Competitive compensation
- Insurance, including health, dental and vision, that begin on day one
- 20+ days of paid time off and 12 paid holidays
- Parental leave, family care leave, and personal days
- 401(k) plans and profit sharing
- Education assistance program, qualified transportation reimbursement plan, and pet insurance
Schneider Downs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.
Schneider Downs does not accept unsolicited referrals for vacancies, and any unsolicited referral will become the property of Schneider Downs. Upon hire, no fee will be owed to the agency, person, or entity.