Service Desk Engineer - Associate

iCapital; Salt Lake City (UT); Hybride; USD 70 000 - 85 000; Plein temps

Résumé du poste

iCapital is seeking a Service Desk Engineer to join the Corporate Technology team in a hands-on role, supporting end users with exceptional judgment and clear technical instruction. The candidate will troubleshoot remotely and assist in deployment and testing of new systems.

The position requires 3+ years in end-user support, Office 365/Cloud familiarity, and strong communication skills. Office presence Monday–Thursday with Friday remote work, competitive salary, equity, and a robust benefits

Qualifications

• 3+ years of recent end-user technical support experience.
• 3+ years of experience with Microsoft cloud-related technologies (O365, OneDrive, Exchange).
• 3+ years of experience in desktop technologies (Windows, MS Office).
• Familiarity 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 prioritization skills.
• Able to thrive in a fast-paced environment and work under pressure.

Responsabilités

• Provide end-user assistance, issue resolution, installation, troubleshooting and restore services for applications, systems, peripherals, and devices.
• Perform user access provisioning and deprovisioning.
• Assist in testing and deployment of new systems, platforms, and applications.
• Prepare hardware and software for new employees.
• Conduct root-cause and impact analysis for corporate application issues and propose solutions.
• Document incidents in the ticket management system.
• Participate in after-hours calls to resolve employee issues.

Connaissances

End-user support

Microsoft 365

Desktop technologies

VDI

PowerShell

Mac OSX

A/V systems

ServiceNow

Communication skills

Time management

Outils

ServiceNow

VDI environment

Description du poste

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 systemsis a plus
• Experience with ServiceNow is a plus
• Excellent written and verbal communicationskills
• Strong time management and the ability to prioritizetasks
• Able to thrive in a fast‑paced environment and work effectively under pressure

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.

iCapital is proud to be an Equal Employment Opportunity and Affinitve 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.

iCapital Voluntary Self-Identification Questions [U.S. Only]

Candidates are invited to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

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• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
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iCapital uses AI-enabled technology to compare your application against our job requirements and to assist in our hiring process.