Service Desk Engineer - Associate

iCapital is powering the world’s alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, and banks evaluate and recommend bespoke public and private market strategies for their high-net-worth clients. iCapital services approximately $187 billion in global client assets invested in 1,504 funds, as of April 2024. 

iCapital has been named to the Forbes Fintech 50 for seven consecutive years (2018-2024); a three-time selection by Forbes to its list of Best Startup Employers (2021-2023); and a three-time winner of MMI/Barron’s Solutions Provider award (See link below).  

About the Role 

iCapital is seeking a Service Desk Engineer to join the Corporate Services department. 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 should 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 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 Corporate Ticket Management System. 
• Participate in after-hours on call schedule. 

Qualifications 

• 3+ years of recent end-user technical support experience  
• 3+ years of experience of Microsoft cloud-related technologies (O365, OneDrive, Exchange)  
• Minimum of 3+ years of experience in desktop technologies (Windows, MS Office)  
• Experience with PowerShell is a plus 
• Experience with Mac OSX is a plus  
• Experience with A/V systems is a plus 
• Experience with Freshworks is a plus 
• Excellent written and verbal communication  
• Strong time management and ability to prioritize  
• Able to thrive in a fast-paced environment and work effectively under pressure  
• Able to maintain composure and professionalism in stressful situations  

Benefits 

The base salary range for this role is $100,000 to $125,000.  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 four days, with the flexibility to work remotely one day. Every department has different needs, and some positions will be designated in-office jobs, based on their function. 

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/ 

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