What are the responsibilities and job description for the Service Desk Technician position at Pathstone?
Company Description: Pathstone is a dynamic, rapidly growing, partner-owned wealth management firm that serves ultra-high net worth families, single family offices, and foundations and endowments. Our comprehensive range of services and deep expertise goes far beyond investment advice. We provide tax planning and compliance, insurance and risk management, lifestyle management, wealth and estate planning, trust services, and philanthropy services. We have 20 office locations and more than $100 Billion in Assets Under Advisement and Administration. The number of Pathstone team members has more than doubled in the past five years.
As a Certified B Corporation, Pathstone seeks to make a difference in the lives of our clients and their families as well as to offer a positive and supportive work environment for our employees. Our team members are encouraged to pursue their passions by serving on committees and initiatives addressing topics of importance to our business. Our talented people are our greatest asset and therefore we offer a competitive, comprehensive, and flexible benefits program that helps meet the needs of our team members and their families. Pathstone’s generous benefits include comprehensive medical, vision, and dental coverage, flexible spending, flexible PTO, life insurance, education support, 401k plan, parental leave, and more.
Qualifications:
- Bachelor’s degree in Computer Science or related field.
- 3 years of experience in customer technical support highly preferred.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Professional and pleasant telephone manner.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Strong analytical and problem-solving skills.
- Proficient in managing M365 applications, including Exchange Online, SharePoint, Teams, and OneDrive.
- Experience in troubleshooting Microsoft Teams issues, setting up channels, and managing collaboration features.
- Familiarity with Intune for mobile device management (MDM) and endpoint security.
- Competent in diagnosing and resolving Windows-related problems.
- Skilled in M365 user provisioning, license management, and mailbox administration.
- Proficient in using service desk tools such as Service Desk Plus, Jira Service Desk, or Zendesk.
- Ability to follow instructions, be a team player, handle stress, meet tight deadlines, demonstrate an upbeat demeanor.
- Must be able to lift at least 15 pounds.
Job Description: Provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.
Job Responsibilities:
- Identifies, investigates, and resolves users’ problems with computer software and hardware.
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software, connectivity, printing, and similar concerns.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Prioritizing tasks and meeting SLAs in a fast-paced environment.
- Ability to analyze issues, identify root causes, and provide effective solutions.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other staff to research and resolve problems.
- Assist in setting up and shipping computer hardware to new users.
- Arranges service by software or hardware vendors to repair or replace defective products.
- Maintains knowledge of technology innovations and trends.
- Performs other related duties as assigned.
Pathstone is committed to creating a diverse environment and is proud to be an equal opportunity employer.
