Technical Support Specialist Tier I

Schneider Downs; Pittsburgh (Allegheny County); Híbrido; USD 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental and vision plans

Paid time off

Parental leave

Descripción de la vacante

Schneider Downs is seeking a Technical Support Specialist Tier I to provide Tier 1 helpdesk support, troubleshoot end-user devices, and manage incidents within an ITSM environment. You will work alongside Tier 2 and report to IT leadership in a hybrid work setup.

The role emphasizes customer service, Windows 10/Office 365 proficiency, and CPA industry software familiarity, with opportunities to participate in varied IT projects.

Formación

• Associate degree and service desk experience supporting Windows 10 desktop environments.
• Strong customer service skills across written and spoken communication.
• Ability to work in a team and report to management.

Responsabilidades

• Provide Tier I helpdesk support, log calls, and document actions in ITSM system.
• Load, configure, and maintain Windows OS, Office 365, and firm software.
• Troubleshoot laptops, VMs, and hardware; assist with deployments.
• Resolve problems related to printing, software, and hardware.
• Maintain clear communications with end users during resolution.
• Participate in special IT projects and follow procedures for tickets.

Conocimientos

Customer service

Teamwork

Windows OS

Microsoft Office

Copilot

AI tools

Educación

Associate degree

Herramientas

CCH Prosystem fx

Thomson Reuters suite

Descripción del empleo

As a trusted advisor in the professional services industry, you know what matters most to clients: Big thinking with a personal focus. You also know what matters most to your own success, including: career growth, work-life flexibility, leadership that cares about your ability to succeed, the opportunity to give and receive one‑on‑one coaching and mentoring, as well as learning opportunities that inspire professional development. Experience them all at Schneider Downs, where we’ve been providing accounting, tax, consulting, business advisory and wealth management services through our team of innovative thought leaders for over 65 years. Start building a career with people motivated to help you succeed—and enjoy more of what counts.

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 1 position will report directly to the Technical Operations Manager and work alongside the Technical Support Supervisor Tier 2.

We understand the importance of work‐life balance. That’s why we’ve embraced a hybrid work model, allowing you to enjoy the flexibility of working from home as well as in the office.

Learn more about what it’s like working at Schneider Downs here: https://tinyurl.com/45mcpdpn

What You’ll Do

• 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 35 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

Required

What You’ll Need

• Associate degree and service desk experience supporting Microsoft Windows‐10 31 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 35 Copilot and other AI tools

Preferred

• 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 35 and Azure fundamentals

Where Culture Counts

At Schneider Downs, our culture is our identity. And it’s our culture of care that makes us unique. Even as we grow, we work hard to retain this culture to continuously promote a positive, supportive work environment through our core values: Care & Respect, Integrity, Be Great, Adaptive and We Not Me.

Enjoy More of the Things That Matter Most

• Competitive compensation
• Insurance, including health, dental, and vision, that begin on day one
• Paid Time Off and Paid Holidays
• Parental leave, family care leave, and volunteer time
• 401(k) plans and profit sharing
• CPA exam bonus, education assistance program, and pet insurance

A Place Where Inclusivity Counts

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. We believe a culture of care that celebrates diversity, equity, and inclusion contributes to a better company, better client services, and a better world.