Service Desk Engineer - Associate

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; 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

Nice to have

Experience with PowerShell, Mac OSX, and/or A/V systems; Experience with ServiceNow

Benefits

Compensation package including salary, equity for all full-time employees, and an annual performance bonus; Employer matched retirement plan; Generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling; Parental leave; Unlimited paid time off (PTO)