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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Field Desktop Technician - **Company:** Grant Thornton - **Location:** Chicago, IL, United States - **Experience:** Starter - **Salary:** $60,000.0 - **Contract:** Internship / Graduate position - **Skills:** Microsoft Windows, Apple IOS, Microsoft Office, Remote Service Software, Microsoft SharePoint, Wireless Access Point, CompTIA Strata - PC Hardware Technology Engineer, Information Technology, Hardware Debugging, Servicenow - **Published:** July 14, 2026 - **Apply:** https://www.juju.com/job/00000000gglcyq ## About the Role + College degree or equivalent combination of education and experience + Prior experience with end user services, information technology or related field + 1 to 3 years of experience in field service support working with technology industry Other Qualifications: + Strong knowledge of Windows Operating systems + Strong Knowledge of Office products + Knowledge of Remedy or ServiceNow ticket systems + Established laptop hardware experience + Understanding of mobile devices calendar and mail support for iOS and Android + Basic analytical and problem-solving skills + Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology + Strong interpersonal skills to interact with clients and team members + Strong organizational skills + Strong communication skills + Ability to work independently but also in a team environment ## Description The goal of the Customer Experience Associate (CX Associate) is to ensure Grant Thornton employees receive a high level of support in a timely fashion in a fast-paced environment. Grant Thornton employees are fully billable and require near 100% laptop uptime. The CX Associate is the first on-site responder and starts our Customer's Experience journey. They will provide an enhanced level of hands on and remote support for a specific office or offices. Working in conjunction with our Customer Experience team to ensure 100% uptime and a positive customer experience. This is a hybrid position that requires the ability to work out of the local Grant Thornton office Monday through Thursday. This is subject to change based upon business needs. Essential Job Functions: + Each CX Associate is responsible for providing enhanced IT customer support their assigned offices, including in-office "walk-ups" + Helping customers manage software installations and hardware repair + Guiding customers on troubleshooting issues + Technical knowledge regarding GT's applications and services + Own issues and bring them to resolution as quickly as possible while providing proactive updates + Strong communication skills + Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution + Participate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutions + Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment + Utilize remote support tools in support of dispatch offices where a technician is not always on site + Finding solutions from previous cases using the Knowledge Base + Communicate knowledge gaps in issue resolution + Ensure tickets are properly updated and asset management system is properly updated + Participates in testing of images and software deployments at the Pilot level ensuring documentation is accurate + Assists with events in-offices or conferences + Provide on-site support for client meetings + Weekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipment + Maintenance of on-site IT space and routinely monitor inventory stock + Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance + Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help + Flexibility to learn new technologies and quickly adapt + Ability to work on-site at assigned offices + Other duties as assigned ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [You’re a great coder? 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