Service Desk Engineer - Associate

Description

About the Role

iCapital is seeking a Service Desk Engineer to join the Corporate Technology team. This role is hands-on and requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations. The ideal candidate will have excellent problem-solving skills, familiar with remote trouble shooting techniques, and the ability to give clear technical instructions.

Responsibilities

• Provide end-user assistance, issue resolution, installation, troubleshooting and restore services in support of applications, computer systems, peripherals, and devices.
• Perform user access provisioning and deprovisioning.
• Assist in the testing and deployment of new systems, platforms, and applications.
• Prepare hardware and software for new employees.
• Perform root cause and impact analysis to investigate corporate application issues and make recommendations for potential solutions.
• Document incidents and tasks in the corporate ticket management system.
• Participate in calls after hours to provide resolutions to employees.

Requirements

• 3+ years of recent end-user technical support experience
• 3+ years of experience of Microsoft cloud-related technologies (O365, OneDrive, Exchange)
• 3+ years of experience in desktop technologies (Windows, MS Office)
• Familiarity and experience with VDI environments
• Experience with PowerShell, Mac OSX, and/or A/V systems is a plus
• Experience with ServiceNow is a plus
• Excellent written and verbal communication skills
• Strong time management and the ability to prioritize tasks
• Able to thrive in a fast-paced environment and work effectively under pressure

Benefits

• The base salary range for this role is $70,000 to $85,000.  iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).
• We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.
• For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/