Specialty/Competency: Customer Support
Industry/Sector: Not Applicable
Time Type: Full time
Travel Requirements: Up to 20%

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures. Those in IT support at PwC will focus on providing front-line technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware. Working in this area, you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums/channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.

In our changing world, you are expected to deliver high-quality work that enables your teams and/or clients. You create a positive working environment, and build relationships quickly and easily. You are curious, anticipate and address the needs of others, and look to fully understand each task before assisting in the most appropriate way. You are organised, and work collaboratively and efficiently, staying energised even when faced with challenges or ambiguity.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Apply a learning mindset, take ownership of your development, and share and adopt best practices to continuously upskill yourself and others.
• Conduct yourself in a professional manner and take responsibility for your work and commitments.
• Actively listen, check your understanding, interpret and respond appropriately.
• Tailor your communication style and method based on your audience.
• Organise and prioritise information and tasks to achieve efficient and effective outcomes.
• Suggest new ideas or solutions when problems and/or opportunities arise.
• Adapt to meet the changing needs, processes and assignments of your teams and/or clients.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.

The Opportunity

As part of the IT Support team you provide essential technical assistance and support for end users, enabling seamless operations. As an Administrative professional, you deliver quality support that empowers both internal teams and clients to thrive, while proactively anticipating needs and fostering positive relationships. This role offers a dynamic environment where you can enhance your skills, contribute to process improvements, and engage with innovative technologies.

Responsibilities

- Troubleshoot Windows and Mac image and configuration issues and apply advanced troubleshooting skills, outside of documented processes, to resolve end use issues

- Use business judgment to know when to engage other technology teams to assist with resolving complex PC issues

- Image and provision PCs for new joiners and replacing broken PCs based on customer asset requirements

- Support the new joiner PC onboarding and provisioning process

- Use business judgment, escalating when information needed to image and provision PCs is not provided on time

- Document issues and actions taken in the IT ticket management system

- Develop and maintain knowledge base support documentation for resolving complex PC issues and transferring knowledge and teaching others

- Identify and deliver continuous process improvements for positive end user experience through process simplification, automation and issue elimination

- Manage the PC legal hold process and reporting status and escalate when key performance metrics are not met

What You Must Have

- A High School Diploma

- At least 1 year of experience

- This role is required to be physically located in the office Monday through Friday.

What Sets You Apart

- Bachelor's Degree preferred

- Demonstrating advanced troubleshooting skills

- Managing PC legal hold processes effectively

- Utilizing data analytics for issue prevention

- Developing knowledge base support documentation

- Identifying continuous process improvements

- Supporting new joiner PC onboarding processes

- Displaying commitment to continuous learning

- Quickly grasping new technologies

Learn more about how we work: https://pwc.to/how-we-work

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law. 

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws.  At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.



The salary range for this position is: $35,500 - $109,120. For residents of Washington state the salary range for this position is: $35,500 - $124,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance