Service Desk Technician I

Service Desk Technician

AssetMark is a leading strategic provider of innovative investment and consulting solutions serving independent financial advisors. We provide investment, relationship, and practice management solutions that advisors use in helping clients achieve wealth, independence, and purpose.

As a Service Desk Technician for AssetMark, you will play a vital role as you troubleshoot and resolve customer system and application issues or assist in getting the right answers to any questions they may have. You will support office users as well as remote users, so will understand working with remote support tools, as well as able to work individually with any users in-office. You will work with a local office IT Support Team out of our Charlotte, NC office location.

We can consider candidates for this position who are able to accommodate a FULLY IN OFFICE schedule and are close to our Charlotte, NC office.

Responsibilities:

• Resolve or delegate incoming support requests in ticketing queue, walk-ups, direct emails, calls or chats.
• Monitor the support request queue and ensure all work is ticketed.
• Writes and edits technical documentation for Service Desk team for knowledge sharing.
• Perform repairs, upgrades, updates, and maintenance of PC hardware, software, and printers.
• Support infrastructure and office networking.
• Manage IT inventory and order new equipment and software as needed.
• Investigate new technology solutions to enable more effective business processes.
• Troubleshoot minor network issues and escalate as needed.
• Review security and operational logs for abnormal events.
• Work with other IT staff to implement software builds, system upgrades, software patches and new technologies.
• Set up and move company computing equipment as well as shipping hardware to remote workforce.
• Potential travel to remote offices for maintenance as needed, as well as any large office moves.
• Identify trends in our environment and industry and work on proactive solutions and communications to team and end-users.
• Update manager on a regular basis on project work.

Required Qualifications:

• Must live in a reasonable proximity to the Charlotte office.
• Minimum 5 years' experience in a Desktop/Customer support position.
• Management and configuration of multiples Operating Systems including Windows and MacOS.
• Strong Microsoft Office / 0365 experience.
• Hands on Intune and knowledge on Intune Policies and Group Policy Objects.
• Hands on software packaging and script deployment.
• Experience with computer setup and minor repair (remove and replace hard disk, memory etc.).
• Excellent troubleshooting skills.
• Strong communication skills – verbal and written.
• Strong customer focus, self-motivated, team oriented with a positive "can do" attitude.
• Ability to work in a technical team environment and interact with all levels of management.

Preferred Qualifications:

• Experience in Active Directory, especially managing group-policies.
• Endpoint Management and security includes OS deployment and patching, application updates and vulnerability management, carried out both on site and remotely.
• Experience working with Zoom Rooms.
• Knowledge of systems hardening and security principles.

Compensation: The Base Salary range for this position is between $60,000-$65,000. This information reflects a base salary range that AssetMark reasonably expects to pay for the position based on a number of factors which may include job-related knowledge, skills, education, experience, and actual work location. This position will also be eligible for additional variable incentive compensation and competitive benefits. Candidates must be legally authorized to work in the US to be considered. We are unable to provide visa sponsorship for this position.

AssetMark's mission is centered around helping financial advisors make a difference in the lives of their clients. To help them do that, we aim to provide advisors with holistic support. We offer compelling technology that facilitates a better client experience, consulting services that ensure advisors' businesses are running at their best and a comprehensive suite of investment solutions. AssetMark's platform empowers advisors to provide the highest level of service possible to their clients.

AssetMark's culture is driven by our mission and connected by our values; Heart, Integrity, Excellence and Respect. You will join a team that lives these values every day by doing the best and what is right in all we do and encouraging different ideas for continual success and innovation. Additionally, we offer a wide range of benefits to meet the needs of our team members and their families.

• Flex Time Off or Paid Time/Sick Time Off
• 401K – 6% Employer Match
• Medical, Dental, Vision – HDHP or PPO
• HSA – Employer contribution (HDHP only)
• Volunteer Time Off
• Career Development / Recognition
• Fitness Reimbursement

As an Equal Opportunity Employer, AssetMark is committed to building a diverse and inclusive workplace where everyone feels valued.