Service Desk Engineer - Associate

iCapital

Salt Lake City, UT

On-site

Who this role is best for

Geared toward candidates with strong end-user support experience and familiarity with Microsoft cloud technologies, comfortable with in-office work arrangements and after-hours responsibilities.

Best fit for

Candidates with 3+ years in end-user support and Microsoft cloud technologies (O365, OneDrive, Exchange)
— “3+ years of recent end-user technical support experience”
Professionals who can manage multiple tasks and thrive in high-pressure environments
— “Able to thrive in a fast-paced environment and work effectively under pressure”
Individuals with prior exposure to VDI environments and a willingness to support corporate applications
— “Familiarity and experience with VDI environments”

Things to consider

Requires in-office presence Monday-Thursday, with limited remote flexibility
— “Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.”
After-hours availability is expected for resolving employee issues
— “Participate in calls after hours to provide resolutions to employees.”

How to stand out

Highlight experience with root cause analysis and incident documentation in your resume
— “Document incidents and tasks in the corporate ticket management system.”
Emphasize your ability to provide clear technical instructions to end-users
— “the ability to give clear technical instructions”
Showcase your background in user access provisioning and deployment of new systems
— “Perform user access provisioning and deprovisioning.”
Demonstrate familiarity with PowerShell and/or A/V systems during interviews
— “Experience with PowerShell, Mac OSX, and/or A/V systems is a plus”

Pace · Fast PacedCollaboration · LowAutonomy · MediumDecision Impact · Individual

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

handling various problems with expertise
assisting in testing and deployment

Typical background

3+ years of end-user technical support experience

Skills & requirements

Required

End-user Technical SupportTroubleshootingUser Access ProvisioningIncident Documentation

Preferred

PowershellMac OSXA/V SystemsServicenow

Stack & domain

Microsoft Cloud TechnologiesDesktop TechnologiesPowershellMac OSXA/V SystemsServicenowCommunicationTeamworkProblem-solvingLeadershipITCloudDesktopNetworkSecurity

About the role

Original posting from iCapital via Greenhouse

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.
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/
iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Source: iCapital careers (Greenhouse)