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Desktop Support AssociateFirst Eagle Investment Management • Raleigh, North Carolina, United States
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Desktop Support Associate

First Eagle Investment Management
  • US
    Raleigh, North Carolina, United States
  • US
    Raleigh, North Carolina, United States
Jetzt Bewerben

Über

About the Role First Eagle Technology and Operations team is seeking an experienced, team‑oriented, proactive individual to join an internal client services team based in our Columbus, Ohio office. The role involves providing Tier1/Tier2 support remotely via control software, phone, email, and occasionally in person. High interaction with staff, including executives, is expected, and occasional night and weekend work may be required. Key Responsibilities Tier1‑3 User Support : Provide both remote and in‑person support, handle complex issues and escalations, including executive/VIP support when needed. Hardware & Software Ownership : Install, configure, and upgrade desktops, laptops, monitors, printers, and mobile devices; maintain standard builds and approved software baselines. Advanced Troubleshooting : Diagnose and resolve hardware failures, OS issues (Windows/macOS), and application problems; partner with infrastructure and security teams to drive root‑cause fixes. Incident & Request Management : Manage ticket queues with clear prioritization and documentation; meet SLA targets and communicate status/ETAs to stakeholders. Deployment & Lifecycle Management : Image and configure new systems for onboarding; coordinate refresh cycles; securely decommission and inventory retired assets following policy. Network & Security Support : Troubleshoot Wi‑Fi/Ethernet/VPN connectivity, enforce endpoint security, and appropriately elevate suspected security incidents. Problem Management : Track incident trends, perform root‑cause analysis, and recommend long‑term corrective actions such as standardization, automation, or configuration changes. Projects & Continuous Improvement : Participate in or lead small‑to‑mid‑sized IT initiatives such as migrations, office moves, tool rollouts, and process improvements. Vendor & Asset Coordination : Work with vendors for warranty repairs and replacements; maintain accurate inventory records and assist with procurement recommendations. Operational Metrics : Contribute to reporting on ticket volumes, resolution times, backlog health, and recurring issues; use data to drive service improvements. Qualifications Undergraduate degree preferred in computer science, engineering, or a related field. 3+ years of experience in IT support/service desk/desktop support, including ownership of escalations and complex incident resolution. Customer Service & Stakeholder Management : Ability to maintain a calm, professional presence while supporting employees and executives; set expectations, communicate impact, and follow through to resolution. Communication : Excellent verbal and written skills; able to translate complex technical concepts into clear, actionable steps for non‑technical users and leadership. Technical Knowledge : Strong experience with Windows (basic macOS support), Active Directory/Azure AD, Office365/Microsoft365 administration, and common endpoint peripherals. Advanced diagnostic skills across hardware, OS, networking, and SaaS applications; conduct root‑cause analysis and implement preventative fixes. Remote access tools such as Zscaler, Cisco AnyConnect, Citrix Workspace/Director, Duo Mobile. Identity & Access concepts: account provisioning/deprovisioning, group policy basics, MFA, least‑privilege access. Endpoint management: imaging and device management tools (e.g., SCCM/Intune), patching practices, and standard software deployment. Documentation: create and maintain clear runbooks and knowledge‑base articles to reduce repeat incidents and accelerate onboarding.
Compensation Base Salary range: $80,000 to $95,000. Eligible for an annual incentive bonus. Compensation may vary based on skills, experience, qualifications, and internal equity. Benefits Generous paid time‑off. Medical/dental/vision healthcare plans. 401(k) retirement and profit‑sharing plans. Flexible/hybrid work environment. “Dress for the day” flexible work attire. For more information, please refer to our First Eagle Benefits website. Equal Employment Opportunity Statement First Eagle Investments and their affiliates and subsidiaries is an Equal Opportunity Employer. Equal Employment Opportunity has been, and will continue to be, a fundamental principle at First Eagle, where employment is based upon personal capabilities and qualifications without regard to race, color, religious belief, including dress and grooming practices, sex, sexual orientation, gender identity, gender expression, age, national origin, marital status, citizenship, disability, veteran status, pregnancy, breastfeeding or medical conditions related to breastfeeding, status as a victim of domestic violence, sexual assault, or stalking, or any other basis protected by applicable federal, state or local law, genetic information or characteristics (or those of a family member), or any other protected characteristic as established by law.
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  • Raleigh, North Carolina, United States

Sprachkenntnisse

  • English
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