It Help Desk Associate

Company Overview-Maestro Financial Solutions has rebranded as Trove. Check out trove.net for more information.

Trove is an administrative financial services company that understands the complex needs of high-net-worth individuals, families and/or their organizations. Trove delivers an array of day-to-day, financial solutions to the families and engagements it serves. We have 5 office locations; Boston, MA, New York City, NY, Bryn Mawr, PA, Salt Lake City, UT, & Stamford, CT. Through continued growth we have become the leading independent multi-family office in North America. At Trove we are dedicated to building centers of excellence with a trusted, innovative, and expert team to support our families and engagements. We look for talented people who are motivated, curious, collaborative, and have a passion for delivering the highest quality services with a culture of teamwork. Interested? Read more about the day-to-day responsibilities of our IT Help Desk Associate Below!

Job Description

The IT Help Desk Associate provides crucial first-contact support for incoming requests to the internal service desk. This role is responsible for ensuring courteous, timely, and effective resolution of end-user issues. The Help Desk Associate performs a variety of duties, including troubleshooting, problem resolution, hardware and software support, user account management, and more. This position is integral in maintaining a seamless IT environment for staff, fostering efficient communication, and offering technical solutions to non-technical users.

Responsibilities include, but are not limited to:

• First contact support of incoming requests to the internal service desk to ensure courteous, timely, and effective resolution of end-user issues

• Provides problem resolution, reassigning, or escalating advanced inquiries to appropriate technician or staff

• Prioritize incidents and service requests according to defined processes to meet defined SLAs

• Use remote tools such as N-Able and diagnostic utilities to aid in resolving support requests for remote staff

• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined

• Installing and configuring hardware and software components throughout various infrastructure devices such as Intune or direct log in.

• Set up and maintain user accounts, permissions, and support in O365

• Support and maintain Windows operating systems and applications

• Ability to setup and troubleshoot iPhone and Android devices per company Intune Policy

• Comfortable working in a hybrid cloud / on prem environment

• Identify and suggest possible improvements on procedures

• Performs other related duties as assigned

• Occasional nights/weekends could be required with specific availability around Tax deadlines

Skills & Experience for Success:

• 3+ years applicable work experience

• Minimum of an Associate degree in a related degree area

• Proficient in Microsoft Office Suite as a user including Microsoft Teams usage, Sharepoint, and Outlook

• Proficient in administration of SharePoint, OneDrive, Teams and various O365 applications and integrations

• Experience working with a ticketing system

• Ability to explain technical problems and offer solutions to those without technological training

• Windows 10 and Windows 11 Operating systems

• iPhone and Android OS devices

• Basic understanding of network related concepts: (DNS, DHCP)

• Azure Active Directory experience

• Desire to learn skills

• Excellent verbal and written communication skills

• Excellent organizational skills, with the ability to prioritize work

Location

This position will be based in our Boston, MA Office with the opportunity to be hybrid (4 days in the office, WFH 1 day).

Position Reports to: IT Specialist

Compensation & Benefits

The salary range for this role will be between $55,000-$70,000. (Actual salaries will vary and will be based on various factors, such as skills, experience, and qualification for the role.) Trove offers an outstanding compensation package where you will be rewarded for your experience and recognized for the value you bring to our team of professionals. Our packages also include discretionary bonus targets, generous retirement plan company matching, medical and dental benefit options and more! We offer specialized educational courses and seminars, company events, and community service events.

Equal Opportunity Employer

Trove is an equal opportunity employer. Qualified applicants are considered for employment without regard to age, race, color, sex, marital status, religion, creed, ancestry, national or ethnic origin, physical or mental disabilities (as defined in the Americans with Disabilities Act), sexual orientation, or gender identity.