Service Desk Technician - Analyst

Service Desk Technician - Analyst

The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance over the phone or via email. This role will perform remote or onsite troubleshooting through diagnostic techniques and pertinent questions. The ideal candidate will determine the best solution based on the issue and details provided by customers. The goal of this role is to create value for clients that will help preserve the company's reputation and business.

Responsibilities

• Serve as the first point of contact, providing Tier 1 end-user assistance for all technical support queries.
• Travel to the Stamford, CT office for support gaps as needed.
• Walk customers through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Assist with all onboarding and new hire support.
• Record events, problems and their resolution in logs.
• Follow-up and update customer status and information.
• Review feedback or suggestions by customers and send them to the appropriate internal team to action.
• Participate in after-hours on call schedule.

Qualifications

• 1-3 years of recent end-user technical support experience
• 1-3 years of experience of Microsoft cloud-related technologies (O365, OneDrive, Exchange)
• 1-3 years of experience in desktop technologies (Windows, Mac OS, MS Office, Teams, Zoom)
• Experience with FreshService and ServiceNow is a plus
• Excellent written and verbal communication skills
• Strong time management and the ability to prioritize tasks
• Able to thrive in a fast-paced environment and work effectively under pressure

Benefits

The base salary range for this role is $60,000 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 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.