IT Desktop Support

Pantheon; New York (NY); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Generous Employee Benefits Package

Discretionary Bonus

Job summary

Join an innovative firm that has been leading in private markets investing for over 40 years. This role focuses on providing exceptional end-user support for a growing team of approximately 500 employees across multiple global offices. You will be responsible for resolving technical issues, supporting AV systems, and ensuring compliance with corporate policies. If you are passionate about delivering top-notch service and thrive in a fast-paced environment, this is the perfect opportunity to make a significant impact while enjoying a competitive salary and comprehensive benefits package.

Qualifications

• Strong customer service skills with a focus on timely issue resolution.
• Experience supporting Windows environments and Microsoft products.

Responsibilities

• Provide end user support across all Pantheon offices and ensure timely ticket resolution.
• Support onboarding and offboarding processes for staff and vendors.

Skills

Customer Service

Windows 10 Support

Microsoft Office Suite

Office 365 Management

Remote Access Systems

Problem Management

Microsoft Azure

ITIL Knowledge

Education

GCSEs or equivalent

Formal IT Training

Tools

Microsoft Active Directory

Endpoint Manager (Intune)

SCCM

Auto Pilot

AV Systems (Creston, Cisco)

Job description

Pantheon has been at the forefront of private markets investing for more than 40 years, earning a reputation for providing innovative solutions covering the full lifecycle of investments, from primary fund commitments to co-investments and secondary purchases, across private equity, real assets and private credit.

We have partnered with more than 650 clients, including institutional investors of all sizes as well as a growing number of private wealth advisers and investors, with approximately $65bn in discretionary assets under management (as of December 31, 2023).

Leveraging our specialized experience and global team of professionals across Europe, the Americas and Asia, we invest with purpose and lead with expertise to build secure financial futures.

Be part of a global team who support our employees as well as improving internal support tools and processes. The goal here is to provide exceptional end user support and build processes and systems that we are proud of.

The ideal candidate will be passionate about delivering an exceptional support experience and generally making the experience for Pantheon employees as smooth as possible. You will form part of a team that is responsible for supporting approx. 500 employees and growing rapidly, managing over 10 global offices in a fast-paced environment.

Key Responsibilities:

• End user support for all Pantheon offices. Ensure that all tickets are logged and resolved in a timely and effective manner (according to Pantheon defined SLAs).
• Provide in person support at the New York office as required. Possibility of short-term travel to other US offices (San Francisco or Chicago) depending on the business need for support cover.
• Determining and executing the appropriate technical response to customer issues. Evaluating problems and requests and selecting the most appropriate solution within corporate guidelines.
• Ensure compliance with relevant laws, regulations and Pantheon policy (including reporting compliance risks and maintaining appropriate standards of conduct).
• Playing a part in the efficient onboarding, moving and offboarding of Pantheon staff and vendors resources.
• Supporting AV systems and Telephony in all Pantheon offices.
• Must be flexible and be able to work outside of the core working hours, where required.

Knowledge & Experience Required:

• Ability to respond timely to end users and resolve issues.
• Excellent customer service, high levels of communication and the ability to managing problems through to completion.
• Experience supporting Windows 10 Environments. Experience of Windows 11 advantageous as we look to migrate globally in 2025.
• Excellent working knowledge of core Microsoft products; Word, Excel, PowerPoint, Outlook, Edge etc.
• Office 365 experience – User Account Management & Troubleshooting.
• Working knowledge of Windows Server, Microsoft Active Directory and its associated tools.
• Experience supporting remote access systems including MFA and VPN connections.
• Demonstrable commitment to quality, service and problem management.
• Knowledge of Microsoft Azure.
• Knowledge of Sharepoint.
• Knowledge of AV systems, such as Creston and Cisco.
• Knowledge of Endpoint Manager (Intune), SCCM, Auto Pilot.
• Knowledge of the Private Equity industry is a nice-to-have but not essential as training will be provided.
• Knowledge and experience of ITIL.

Minimum Qualifications:

• GCSEs or equivalent.
• Professional qualifications – preferably some formal IT training.
• Any Microsoft qualifications in Microsoft Azure, Office 365 or other.

Expected base salary range: $90,000 - $100,000

Actual base salary is determined by a range of factors including individual experience, skills and qualifications.

In addition to the above salary, Pantheon offers a generous employee benefits package and successful candidates are eligible to receive a discretionary bonus.

This job description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. You may be required to perform other job-related duties as reasonably requested by your manager.

Pantheon is an Equal Opportunities employer, we are committed to building a diverse and inclusive workforce so if you're excited about this role but your past experience doesn't perfectly align we'd still encourage you to apply.