Global IT Service Desk Engineer

Remote

San Francisco (CA)

Sur place

USD 90 000 - 115 000

Plein temps

14 jours+

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Avantages offerts par ce poste

Health care benefits

Maternity, Adoption & related leave

Generous paternity and family care

Employee Assistance Program & Mental-w

Transportation support

Tuition assistance

Résumé du poste

Point72 Technology is seeking a skilled IT Service Desk professional to join our San Francisco team. Bring 3+ years in high-volume support, Windows/Mac, Microsoft 365, Active Directory, and ITSM tooling to deliver white-glove technical assistance to global staff.

You'll handle incidents, logging, prioritizing, and resolving with SLA adherence, while contributing to knowledge base improvements and cross-team automation initiatives in a fast-paced financial services environment.

Qualifications

Bachelor's degree in computer science or related discipline, or equivalent practical experience.
3+ years of experience in Service Desk, Help Desk, Desktop Support, or Technical Support, including remote support in high-volume environments.
Strong knowledge of Windows, Microsoft 365, Active Directory, and core troubleshooting across networking, endpoints, and mobile devices.
Experience supporting enterprise ITSM platforms (ServiceNow, Jira), ITIL-aligned operations, and knowledge management practices.
Excellent verbal and written communication skills with the ability to prioritize work, meet SLAs, and manage multiple incidents simultaneously.
Professionalism, composure, and adaptability in fast-paced environments with global user populations.
Experience supporting financial services environments, including exposure to trading or market-data platforms (e.g., Bloomberg).
Flexibility to work in a 24x7 rotational shift model and willingness to operate in-office five days per week.
Strong analytical troubleshooting and root-cause identification skills with high attention to detail and documentation quality.
Relevant certifications such as HDI-SCA, CompTIA A+, ITIL Foundation (or willingness to obtain).
Commitment to the highest ethical standards.

Responsabilités

Provide high-quality technical support via phone, chat, email, and self-service channels while delivering white-glove service to global employees.
Diagnose and resolve incidents across end-user technologies (Windows/Mac), Microsoft 365, collaboration tools, financial/trading apps, mobile devices, and enterprise applications.
Troubleshoot identity, networking, and endpoint issues including Active Directory, VPN, device configuration, endpoint management, and mobile device management.
Deliver first-contact resolution whenever possible while logging, categorizing, prioritizing, and managing tickets in the ITSM platform according to SLAs.
Escalate complex issues with clear technical documentation, diagnostic details, and handoff notes to downstream support teams.
Create, improve, and maintain knowledge base content, capturing troubleshooting steps, solutions, and best practices.
Participate in structured shift handovers and support follow-the-sun operational coverage.
Identify opportunities for automation, self-service enhancements, process improvements, and overall service optimization.
Communicate clearly and professionally with users, manage expectations, provide timely updates, and maintain composure under pressure.
Support operational excellence by contributing to continuous improvement initiatives and maintaining strong documentation discipline.