Service Desk Engineer - Associate @ ICapital
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Job Details
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, familiarity with remote troubleshooting 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 provide recommendations.
- 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 with Microsoft cloud-related technologies (O365, OneDrive, Exchange)
- 3+ years of experience in desktop technologies (Windows, MS Office)
- Familiarity with VDI environments
- Experience with PowerShell, Mac OSX, and/or A/V systems is a plus
- Experience with Freshworks and 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 under pressure
Benefits
The base salary range for this role is $75,000 to $95,000. iCapital offers a compensation package that includes salary, equity for full-time employees, and an annual performance bonus. Additional benefits include an employer matched retirement plan, subsidized healthcare with 100% employer-paid dental, vision, telemedicine, virtual mental health counseling, parental leave, and unlimited paid time off (PTO).
Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.
Key skills/competency
- Service Desk Engineer
- Technical Support
- End-user Support
- Troubleshooting
- Microsoft Cloud
- Desktop Technologies
- VDI
- ServiceNow
- Freshworks
- Communication
How to Get Hired at ICapital
🎯 Tips for Getting Hired
- Research iCapital's culture: Understand their mission, values, and news.
- Customize your resume: Highlight technical support and troubleshooting skills.
- Prepare for technical questions: Review Microsoft cloud and desktop technologies.
- Show clear communication: Emphasize your written and verbal skills.