Service Desk Engineer - Associate

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 
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":720,&