What are the responsibilities and job description for the Senior Help Desk Analyst position at FS Investments?
About the job
FS Investments is seeking a highly skilled and experienced Senior Help Desk Analyst to join our dynamic IT support team. The ideal candidate will have a proven track record of providing exceptional technical support, troubleshooting complex IT issues, and delivering outstanding customer service. This role requires 5-6 years of hands-on experience in IT support, as well as the ability to lead and mentor junior team members while working directly with senior stakeholders to resolve critical issues.
As a Senior Help Desk Analyst, you will play a key role in ensuring the efficiency and reliability of our IT systems, acting as a point of escalation for more challenging support requests, and collaborating with senior leadership to drive continuous improvement in IT support processes.
Key responsibilities :
- Provide Advanced Technical Support : Troubleshoot and resolve complex hardware, software, and network issues across a range of devices (desktops, laptops, mobile devices, printers, etc.), with a focus on timely resolution and customer satisfaction.
- Escalation Management : Act as the escalation point for high-priority or difficult support issues that require advanced problem-solving and in-depth technical expertise.
- Lead and Mentor Team Members : Supervise and provide guidance to junior help desk staff, offering technical direction, coaching, and training to develop team capabilities and ensure consistent service delivery.
- Collaborate with Senior Stakeholders : Work closely with department leaders and senior management to understand IT needs, communicate technical issues, and prioritize tasks that align with business objectives.
- Document and Track Issues : Maintain thorough documentation of issues, resolutions, and workarounds in the ticketing system. Ensure accurate tracking and reporting on service desk performance, and identify areas for process improvement.
- Process Improvement : Identify and recommend improvements to IT support processes and workflows to enhance efficiency, service quality, and user experience.
- System Updates and Maintenance : Assist in the deployment of software updates, patches, and new system configurations to ensure optimal performance and security.
- End-User Training and Support : Provide training to end-users on common IT issues, new software, or system changes to reduce recurring technical issues and improve user self-sufficiency.
Qualifications :
Salary Range : $90,000 - $120,000 / year
Actual base salary may vary based upon, but not limited to, relevant experience, time in role, peer and market data, prior performance, business sector, and geographic location. Also eligible for an annual discretionary incentive compensation award.
We offer a full spectrum of benefits, including Medical, Prescription Drug, Dental, Vision, Health Savings Account, Dependent Day Care Savings Account, Life Insurance, Disability and other Insurance Plans, Paid Time Off, Holidays, 401(k), and Short / Long Term Disability.
FS Investments : 30 years of leadership in private markets
FS Investments is an alternative asset manager dedicated to delivering attractive returns across private equity, private credit and real estate. Following its 2023 acquisition of Portfolio Advisors, FS Investments now manages over $83 billion for both institutional and wealth management clients around the world, drawing on 30 years of experience and more than 500 employees operating across nine global offices.
The firm's investment professionals manage a wide range of differentiated strategies across private markets and collectively manage relationships with 300 sponsors. FS Investments' active partnership model creates a virtuous cycle of superior market insights and deal flow, which inform the underwriting process and help to generate strong returns.
FS is an Equal Opportunity Employer.
FS Investments does not accept unsolicited resumes from recruiters or search firms. Any resume or referral submitted in the absence of a signed agreement is property of FS Investments and no fee will be paid.
Salary : $90,000 - $120,000
