Job Description

Grant Thornton is seeking an IT Field Desktop Technician, known as a Customer Experience Associate internally, to join the team in Chicago, IL.

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

Basic Qualifications:

• 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

The base salary range for this position is between $60,000 and $90,000. Placement within the pay range is at Grant Thornton’s discretion, and it is based on multiple factors, including but not limited to, job-related knowledge/skills, experience, business needs, progression within the role, geographic location, and internal equity. At Grant Thornton, compensation decisions are dependent upon the facts and circumstances of each position and candidate.

At Grant Thornton, we believe in making business more personal and building trust into every result – for our clients and you. Here, we go beyond your expectations of a career in professional services by offering a career path with more: more opportunity, more flexibility, and more support. It’s what makes us different, and we think being different makes us better.

In the U.S., Grant Thornton delivers professional services through two specialized entities: Grant Thornton LLP, a licensed, certified public accounting (CPA) firm that provides audit and assurance services ― and Grant Thornton Advisors LLC (not a licensed CPA firm), which exclusively provides non-attest offerings, including tax and advisory services.

In 2025, Grant Thornton formed a multinational, multidisciplinary platform with Grant Thornton Ireland. The platform offers a premier Trans-Atlantic advisory and tax practice, as well as independent American and Irish audit practices. With $2.7 billion in revenues and more than 50 offices spanning the U.S., Ireland and other territories, the platform delivers a singular client experience that includes enhanced solutions and capabilities, backed by powerful technologies and a roster of 12,000 quality-driven professionals enjoying exceptional career-growth opportunities and a distinctive cross-border culture.

Grant Thornton is part of the Grant Thornton International Limited network, which provides access to its member firms in more than 150 global markets.