Technical Support Specialist Tier I

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

As the Technical SupportSpecialist Tier I, you will be primarily responsible for providing Tier 1helpdesk support including exceptional customer service, advancedtroubleshooting, problem determination and problem resolution to all networkusers at Schneider Downs. This role troubleshoots issues to resolution with enduser computing devices, firm-specific software and productivity applications.Technical Support Specialists manage their workload through the IT ServiceManagement software application including ownership of incidents, servicerequests, problems and change requests.

The Technical SupportSpecialist Tier I position will report directly to the TechnicalOperations Manager and work alongside the Technical Support Supervisor Tier II.

Schneider Downs has embracedthe hybrid work model, so this role will have flexibility working from home, aswell as in the office.

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 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

WHAT YOU'LL NEED

Required:

• 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

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 365 and Azure fundamentals

WHERE CULTURE COUNTS

At Schneider Downs, our culture is our identity. And it'sour culture of care that makes us unique. Even as we grow, we work hard toretain this culture to continuously promote a positive, supportive workenvironment through our core values: Care, Integrity, Flexibility, Respect, andDrive.

ENJOY MORE OF THE THINGS THAT MATTER MOST

- 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 andwinter breaks

- Parental leave, family care leave, and volunteertime

- 401(k) plans and profit sharing

- CPA exam bonus, education assistance program, andpet insurance

ABOUT SCHNEIDER DOWNS

For over 65 years, Schneider Downs has provided audit, tax,consulting, and wealth management services through our team of innovativethought leaders committed to our approach of providing Big Thinking with aPersonal Focus. Our client roster includes a diverse blend of well-establishednational and regional businesses both publicly and privately owned - as well asnot-for-profits and exciting start-ups. Regardless of industry or corporateprofile, our clients receive the highest level of responsiveness, pro-activity,and personal attention to their individual needs. We call that commitment theSD Standard and it's what makes us different.

A PLACE WHERE INCLUSIVITY COUNTS

Schneider Downs is an Equal Opportunity Employer. Allqualified applicants will receive consideration for employment without regardto race, color, religion, sex, sexual orientation, gender identity, nationalorigin, disability, veteran status, and other protected characteristics. Webelieve a culture of care that celebrates diversity, equity, and inclusioncontributes to a better company, better client services, and a better world.

SchneiderDowns does not accept unsolicited referrals for vacancies, and any unsolicitedreferral will become the property of Schneider Downs. Upon hire, no fee will beowed to the agency, person, or entity.

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