Service Desk Engineer - Associate

iCapital is seeking a Service Desk Engineer to join the Corporate Technology department. This role is hands‑on and requires the ability to handle various problems with expertise and exceptional judgment while working with end‑users at the highest level within organizations. The ideal candidate has excellent problem‑solving skills, is familiar with remote troubleshooting techniques, and is able to give clear technical instructions.

• Provide end‑user assistance, issue resolution, installation, troubleshooting and restore services in support of applications, computer systems, peripherals, and devices.
• Perform user access provisioning and deprovisioning.
• Assist in testing and deploying new systems, platforms, and applications.
• Prepare hardware and software for new employees.
• Perform root cause and impact analysis to investigate corporate application issues and make recommendations for potential solutions.
• Document incidents and tasks in Corporate Ticket Management system.
• Participate in after‑hours during an on‑call schedule.

• 3+ years of recent end‑user technical support experience
• 3+ years of experience of Microsoft cloud‑related technologies (i.e. O365, One Drive, Exchange)
• 3+ years of experience in desktop technologies like Windows or MS Office
• Familiar and experience with VDI environments
• Experience with Power Shell, Mac OSX or A/V systems is a plus
• Experience with Freshworks and Service Now is a plus
• Excellent written and verbal communication skills
• Strong time management and the ability to prioritize tasks
• Able to thrive in a fast‑paced environment and work effectively under pressure

This position does not offer visa sponsorship now or in the future.

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday‑Thursday, with the flexibility to work remotely on Friday.

iCapital offers a comprehensive benefits package that includes a competitive total compensation package consisting of salary, bonus, and equity for all full‑time employees. The Company pays 100% of the premium for all Group Benefits for you and your dependents. Some of these benefits include medical, dental, vision, prescription, life insurance and long‑term disability. We offer a variety of Retirement Plans which have a company match.

We offer unlimited Paid Time Off (PTO) and most employees the flexibility to work in the office three to four days and remotely for the remainder of the week. Every department has different needs, and some positions will be designated in‑office jobs, based on their function.

iCapital is proud to support a fair and inclusive workplace, in which all applicants have an opportunity to fulfill their potential and every person has the right to equal treatment with respect to employment without discrimination. iCapital does not tolerate any discrimination contrary to the Ontario Human Rights Code, including on the grounds of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability.