Service Desk Engineer - Associate - Remote

Overview

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 troubleshooting techniques, and the ability to give clear technical instructions.

In Short

• Provide end-user assistance and issue resolution for applications and devices.
• Perform user access provisioning and deprovisioning.
• Assist in testing and deployment of new systems.
• Prepare hardware and software for new employees.
• Conduct root cause analysis for application issues.
• Document incidents in the corporate ticket management system.
• Participate in after-hours calls for resolutions.

Requirements

• 3+ years of end-user technical support experience.
• 3+ years of experience with Microsoft cloud 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 prioritization skills.
• Able to thrive in a fast-paced environment.

Benefits

• Base salary range of $75,000 to $95,000.
• Compensation package includes salary, equity, and an annual performance bonus.
• Comprehensive benefits package with employer-matched retirement plan.
• Generously subsidized healthcare with 100% employer-paid dental and vision.
• Telemedicine and virtual mental health counseling.
• Parental leave and unlimited paid time off (PTO).
• Flexibility to work remotely on Fridays.