Schneider Downs offers a supportive, people-first culture with a hybrid work model that gives you flexibility to work from home and in the office. You will support end users with reliable Tier 1 service desk help, with your work tracked in an IT Service Management platform and your customer focus backed by clear procedures and documentation practices.
How you’ll help customers day to day
- Provide Service Desk support by taking and logging calls, then working directly with end users to resolve issues in a friendly, customer-focused manner while documenting all activity in an IT Service Management software application.
- Troubleshoot end user computing concerns across firm-specific software, productivity applications, and Microsoft Windows environments.
- Manage incidents, service requests, problems, and change requests using IT Service Management processes, ensuring timely, customer-centric resolution.
- Load, configure, and maintain Microsoft Windows operating system and Microsoft Office 365 applications, along with firm-specific software, within a network environment.
- Troubleshoot and maintain laptop computers with general familiarity of hardware components, support virtual machines, and assist with deployment of hardware equipment to employees.
- Diagnose and resolve common issues including printing problems, software errors, and hardware errors, while keeping end users updated throughout the resolution process.
- Participate in a wide variety of special projects and resolve user-reported problems using available tools and established procedures and policies.
What you’ll bring
- Education: Associate degree.
- Service desk experience: Experience supporting Microsoft Windows 10 and Windows 11 desktop operating systems.
- Customer service: Strong communication skills, friendliness, patience, and follow-through.
- Teamwork: Ability to work in a team environment, with strong verbal and written communication and regular updates to management.
- Productivity tools: Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint, Teams, etc.), Microsoft 365 Copilot, and other AI tools.
Preferred experience
- Experience with CPA industry-specific software such as CCH Prosystem fx and the Thomson Reuters suite.
- Experience creating documentation for technical issues and solutions, including 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.
Benefits and support
- 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
Location: Pittsburgh, PA (hybrid)
Technologies you’ll work with: Microsoft Windows 10, Microsoft Windows 11, Microsoft Office, Office 365, Microsoft 365 Copilot, Microsoft Teams, Word, Excel, Outlook, PowerPoint, and an IT Service Management software application.
Culture: Schneider Downs emphasizes a culture of care supported by core values including Care & Respect, Integrity, Be Great, Adaptive, and We Not Me.
