Desktop Support Technician (Icp)

Desktop Support Technician (ICP)
Department: Information Technology - Data & Reporting
Employment Type: Full Time
Location: Washington, DC
Reporting To: IT Desktop Support Manager
Description
Invictus Capital Partners is seeking a Service Desk/Desktop Support Technician in our Washington, DC office. This position will serve as the first point of contact for technical issues for internal and remote employees. Responsible for providing exceptional customer service while completing a variety of desktop and help desk support activities at corporate headquarters for all Invictus Capital employees. Handles routine day-to-day problems regarding PC's, hardware, software, and network/VPN issues.
The Service Desk/Desktop Support Technician will require hardware, software, desktop operating systems, application support, and problem-solving skills experience, along with strong customer service and interpersonal skills. The position requires a self-motivated, detail-oriented, collaborative team player who will respond to incoming service requests from users in a prompt and courteous manner.
Responsibilities and Duties:

• Be first point of contact for any technical needs or issues for the Washington, DC office; back-up support to Bloomington, MN office and virtual employees
• Respond to incoming service requests from users via, phone, email, walk-up and Freshservice ticketing system in a prompt and courteous manner
• Maintain a first-class level of customer service ensuring all customers are treated efficiently and effectively
• Support on-site and remote end-users' installation, troubleshoot desktops, laptops, printers, and mobile devices
• Document all information pertinent to help requests and their resolution
• Troubleshoot and resolve issues involving Windows desktop applications, collaboration tools, network shared drives, VPN/network issues, email, and other technologies
• Prioritize and schedule help requests, transfer/re-assign requests (when required to the appropriate technician or team)
• Accurately record and track hardware assets for inventory management system
• Install software and perform hardware repairs on IT equipment for corporate headquarters and field personnel
• Image, and install laptop and desktop computers following standard procedures, handle equipment setup and all office moves
• Support Ring Central VOIP phone system and building security badge system
• Perform special projects and other assignments.
• Manage, Setup and support all AV and video conferencing systems

Education and Experience:

• 1 - 2 years of experience with an in person IT Help Desk/Desktop Support focus
• Must have excellent communication, customer service and interpersonal skills
• Experience providing email support, including Microsoft Outlook, and Office 365
• Strong problem solving, analytical, troubleshooting, and technical support skills
• Ability to effectively prioritize and execute tasks, ability to multitask
• Must have strong experience interacting with people remotely and face-to-face

Benefits:

• Invictus medical, dental and vision is covered at 100% for all tiers.
• We offer FSA's for healthcare, dependent care, transit and commuter costs.
• Safe harbor 401(k) match of 4%; employees need 3-months of service to be eligible to participate. No vesting after that.
• $80 per month cell phone reimbursement.
• 20 Days of PTO accrued at the beginning of the year, plus 10 company holidays.