Service Desk Engineer - Associate

About the role

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.

Qualifications

• 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.