IT Service Desk Associate

SUMMARY 

GCM Grosvenor is hiring an experienced IT Service Desk Associate in the Technology department of a dynamic alternative investment management firm. Our team is the first line of support for the firm’s users as it relates to enterprise hardware and software requests and issues. Beyond supporting GCM’s users, this team works on several end user technology, automation, and software initiatives. They also work very closely with our Infrastructure and Cybersecurity teams on complex issues and requests. 

The IT Service Desk Associate will start by getting trained on GCM’s end user technology stack which includes Microsoft 365, Azure Active Directory, Azure Virtual Desktop, Windows 10, Active Directory, Exchange Online, SharePoint Online, Atlassian (Jira Service Desk, Confluence, Jira Software), and Cisco Meraki and AnyConnect solutions. Once the IT Service Desk Associate has the required foundational knowledge, they will begin supporting our users and their technology needs by handling tickets or calls. The IT Service Desk Associate will also be the NY office lead for the IT Service Desk team and will be mentoring an Analyst. They will also work alongside both the IT Infrastructure and Cybersecurity teams on projects across various infrastructure technology domains that advance the firm and its users and reinforce our security posture.  

RESPONSIBILITIES  

The IT Service Desk Associate will be involved in the following activities: 

• Support end users seeking technical assistance over email, phone or in person as it relates to end user hardware (e.g., computers, phones, mobile phones, tablets, printers, etc.) as well as enterprise software solutions (e.g., Microsoft Office suite, Adobe, Foxit, SharePoint, Zoom, remote access, virtual desktop solutions, etc.). 
• Run point as the NY office lead for the IT Service Desk team and mentor an IT Service Desk analyst. 
• Provide end users with regular updates on their requests or issues. 
• Order, configure and provision end user hardware and enterprise software and solutions (for new hires and existing staff). 
• Provide information and training to end users as it relates to IT products and services managed by the Service Desk. 
• Perform troubleshooting (in person or remote) through diagnostic techniques. 
• Escalate issues to the appropriate technology teams if the Service Desk cannot handle. 
• Assist and work on end user technology or automation initiatives by partnering with our engineers to perform analysis, research, design, documentation, implementation, and troubleshooting. 
• Document self-service instructions for end users and knowledgebase articles for the Service Desk team. 
• Define, manage, and continuously improve processes related to end user support. 
• Perform related duties as assigned. 

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS 

The ideal experience and competencies for the role include the following: 

• A./B.S. degree with a concentration in in Information Technology & Management, Network Engineering, Cybersecurity, Computer Science, Information Design, Management Information Systems, Computer Engineering, Analytics, or related field. 
• Minimum 2 years’ professional IT experience.    
• Experience with Microsoft OS and applications including Office 365 and Windows 10. 
• Classroom knowledge of or experience with at least one programming or scripting language such as Python, PowerShell, C#, JavaScript, Ruby, etc. 
• Experience with Mac OS and Apple iOS is a plus. 
• Ability to adapt within a rapidly changing environment. 
• Strong interest in learning new technologies and helping users with technical issues and questions. 
• The ability to articulate your thoughts in a clear and concise manner to both business users and IT staff through written correspondence, presentations and/or meetings. 
• Demonstrated team player, self-starter, and independent thinker. 
• Superior customer service skills, interpersonal skills, and work ethic. 
• Strong verbal and written communication skills. 

TECH DEPARTMENT AND CULTURE 

The Technology department has adopted a cloud-first strategy with over 90% of our infrastructure residing in Azure and AWS. We are progressive in our embrace of new technology and are looking for team members who enjoy being on the cutting edge. For 2023, the Infrastructure and Service Desk teams will continue driving our adoption of Microsoft 365 and other enterprise services to improve productivity and efficiency, drive more self-service capabilities and automation through our Service Desk portal, revamp and automate how we provision and de-provision users, continue our migrations from on-premise file shares to SharePoint Online, upgrade to Windows 11 and implement a password-less experience for login, improve our management and monitoring solutions, upgrade our firewall infrastructure, and more. 

In the Technology department, we are not afraid to think differently. Embrace new ideas. Dream big. Welcome change. We are a culture of empowerment, accountability, high performance, and trust. Successful team members are self-motivated and energized by working alongside thoughtful and smart colleagues in a fast-paced environment. Individuals who thrive on this team enjoy being a part of an organization focused on excellence. We look for naturally collaborative individuals who enjoy interacting at all levels of the organization. 

It is expected that the annual base salary range for this New York City-based position will be $65,000 - $90,000. Actual base salary may vary based on factors such as individual's experience, skills, and qualifications for the role. Employees may be eligible for a discretionary bonus based on factors such as individual, team, and company performance as well as a comprehensive benefits package.