IT Service Desk Associate

Fisher Investments; Camas (WA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Full medical/dental/vision coverage

401(k) match

PTO and holidays

Family support programs

Hybrid work option

Job summary

Fisher Investments in Washington state is seeking a Service Desk Associate to join our in-office IT team. You will provide in-depth desktop support to Fisher Investments employees, diagnosing and resolving complex PC and network problems under supervision.

Responsibilities include tier 1/2 end-user support, hardware/software installation, configuring networks, managing incidents in ServiceNow, and assisting with relocations, imaging, and software deployments.

Qualifications

• Bachelor's degree or technical certification required.
• 1+ years in IT/Infrastructure Operations.
• A+ Certification preferred.
• Strong problem solving and decision-making abilities.

Responsibilities

• Provide tier 1 and 2 end-user support.
• Install, repair, and maintain end-user software and hardware.
• Establish network connectivity and config.
• Support third-party software applications.
• Track and resolve incidents in ServiceNow.
• Handle office relocation services.
• Push software updates and desktop imaging.
• Improve Service Desk efficiency and customer service.
• Procure equipment and services for employees.
• Respond promptly to user requests and assist in problem resolution.
• Work onsite in a team-based open office.

Skills

Troubleshooting

Incident management

Configuration management

ITIL

Customer service

Independence at work

Education

Bachelor's degree or higher

A+ Certification

Tools

ServiceNow

Job description

Are you looking to join a global technology department for an industry-leading financial advisory firm? Fisher Investments is looking for motivated technologists to support our business applications. If you want to make a difference as we develop scalable solutions to support our global growth, we want to hear from you!

The Opportunity:

The Service Desk Associate works in the office and provides in-depth desktop support to Fisher Investments and its employees. You will manage troubleshooting, diagnosing and resolving complex PC and network problems. You will report directly to the Team Lead.

The Day-to-Day:

• Provide tier 1 and tier 2 support to end-users in an efficient and effective manner
• Perform installation, repair, and preventative maintenance of end user software and hardware
• Establish network connectivity and hardware and software configuration
• Support third-party software applications
• Responsible for tracking, resolving, or escalating all incidents and requests in ServiceNow appropriately
• Execute physical end-user inter- and intra- office relocation services
• Responsible for software pushes and desktop imaging
• Help develop and improve the Service Desk's efficiency and customer service rating
• Orders equipment and services for employee business usage
• Provide a prompt response to user requests for information and assists in application system problem resolution
• Work onsite, under direct supervision, in a team-based and open office environment

Your Qualifications:

• Bachelor's degree, technical certifications or combination of education and hands-on experience required
• 1+ years of experience in IT and Infrastructure and Operations preferred
• A+ Certification preferred
• Expertise in Problem Management, Incident Management, Configuration Management, and the overall Information Technology Infrastructure Library (ITIL) framework a plus
• Experience in decision-making/troubleshooting
• Excellent customer service skills required
• Answer calls and respond accurately and to inquiries
• Work independently and prioritize work based upon business needs
• Work through requests of end users
• Exemplary written and verbal communication skills

Compensation:

• $55,000 - $75,000 base salary per year in the state of WA. New hires should expect to start at the lower end of the range depending on experience
• Eligible for a discretionary bonus based on firm and individual performance

Why Fisher Investments:

We work for a bigger purpose: bettering the investment universe. We take great pride in our inclusive culture, our learning and development framework customized for every employee, and our Great Place to Work Certification. It's the people that make the Fisher purpose possible, and we invest in them by offering exceptional benefits like:

• 100% paid medical, dental and vision premiums for you and your qualifying dependents
• A 50% 401(k) match, up to the IRS maximum
• 20 days of PTO, plus 10 paid holidays
• Family Support programs including 8 week Paid Primary Caregiver Leave, $10,000 fertility, family forming, and hormonal health assistance, and back-up child, adult, and elder care
• This is an in-office role. Based on your role, tenure, and performance eligibility you may have the opportunity to participate in our hybrid work from home program. This program is subject to change.

FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER