Job details

Service Desk Engineer

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Harrison Street is a leading investment management firm exclusively focused on alternative real assets. Headquartered in Chicago and London with offices throughout North America, Europe and Asia, the Firm has more than 280-employees and nearly $56 billion in assets under management. Clients of the Firm include a global institutional investor base domiciled in North America, Europe. Asia-Pacific, Middle East and Latin America.

Under direction of the technology group’s Support Manager, the Service Desk Engineer will focus on Harrison Street’s user environment and will be responsible for office day-to-day run and maintain operational needs. The Service Desk Engineer will be the onsite point of contact for Service Desk Level 2 requests, primarily responsible with internal customer interactions to troubleshoot and resolve technical issues and providing guidance to Level 1 Help Desk support personnel. The Service Desk Engineer will work with other members of the Business Technology Group staff to test new systems and services and update or create established process and procedure.

Responsibilities

75% User environment maintenance and daily technology operations
Install, configure, and maintain PC hardware and software
Troubleshoot hardware and software issues for desktops and laptops
Troubleshoot basic networking issues
Create and maintain standard PC images for multiple workstation models
Create and maintain automation scripts for the deployment of software, patches and updates
Generate and analyze reports on software, hardware, and user licenses
Process, monitor and prioritize tickets
Maintain/troubleshoot A/V equipment and provide in-person support and knowledge sharing
Generate reports on user tickets submitted for opportunities to provide guidance to Level 1 Helpdesk support analysts and improve existing operating procedures
Actively seek out and participate in projects to maintain and improve user experience and processes
Support other key initiatives as the business dictates
20% Documentation
Document specific duties, activities, problems solved, and issues resolved.
Frequently update written FAQ’s and SOP’s.
Document or update process and procedures when necessary.
5% Miscellaneous
Maintain and increase knowledge and skills through attendance at meetings, conferences, training seminars and in-service training sessions.
Perform other duties as assigned.

Requirements

Must be able to analyze requests, determine the underlying problem, and recommend proper solution
Must be detail oriented, result focused, possess effective written and verbal communication skills, and able to support change management initiatives
Must be able to maintain professional and effective working relations with supervisors, co-workers, and peers
Must be able to work flexible hours, including weekends and evenings
Must be able to manage support issues remotely during off hours
Must be able to learn new skills and technologies
Must be able to work independently, provide progress reports
Must be able to handle multiple projects simultaneously

Qualifications

Bachelor's Degree in a technical discipline such as Computer Science, Information Services, or related field
2+ years of technical support and customer service experience
Experience working with IT ticketing systems (ServiceNow, ZenDesk, etc.), RMM tools (Kaseya, ConnectWise, TeamViewer, Intune, etc.), and security tools (Symantec, Carbon Black, MS Defender)
Experience providing support for Windows Operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Autopilot, desktop imaging, Active Directory, Exchange, Intune (MDM), basic networking, video conferencing (Zoom, MS Teams), telephony, collaboration tools (MS Teams), and M365, MFA
Knowledge of standard escalation procedures and tiered IT support structure

$82,500 - $120,000 a year

At Harrison Street we are committed to fostering a fair and inclusive workplace. As part of our dedication to transparency and equity, we are pleased to share the salary range for this position.

This salary range is determined based on factors such as the candidate’s experience, qualifications, education, and other relevant factors. Our compensation packages also include benefits such as 90% employer paid medical, dental, vision premiums, 401K, commuter benefits, wellness stipend, dependent care. Please view more about our offerings at here.

We believe in offering competitive compensation to our employees and ensuring that pay decisions are based on merit and market data. If you have questions about the salary or compensation package, please feel free to reach out to our HR team.

We are an equal opportunity employer, and we are committed to ensuring that all applicants have access to fair and transparent pay practices. We encourage candidates of all backgrounds to apply.

Harrison Street Glassdoor Company Review

4.3

Harrison Street DE&I Review

No rating

CEO of Harrison Street

Christopher Merrill

Approve of CEO

Average salary estimate

$101250 / YEARLY (est.)

min

max

$82500K

$120000K

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What You Should Know About Service Desk Engineer, Harrison Street

Join Harrison Street, a dynamic investment management firm based in Chicago, as a Service Desk Engineer! We’re seeking a tech-savvy professional to help us manage and maintain our user environment, ensuring our internal clients receive top-notch support. This role is key to our technology group's success, as you will act as the onsite point of contact for Service Desk Level 2 requests. Your day-to-day responsibilities will include troubleshooting and resolving technical issues, supporting our Level 1 Help Desk personnel, and collaborating with our Business Technology Group staff to test and implement new systems. You'll spend a good portion of your time installing and maintaining PC hardware and software, solving networking issues, and creating standard PC images. Documentation is critical, and you'll maintain our SOPs and FAQs while generating insightful reports to enhance operations. It’s a chance to enhance user experience and contribute to exciting tech projects. With flexible hours and a commitment to ongoing learning, Harrison Street promotes both personal and professional growth. If you have a knack for problem-solving, communication skills, and are ready to take on multiple projects at once, don’t miss out on this opportunity!

Frequently Asked Questions (FAQs) for Service Desk Engineer Role at Harrison Street

What are the primary responsibilities of a Service Desk Engineer at Harrison Street?

As a Service Desk Engineer at Harrison Street, your primary responsibilities include maintaining the daily operation of our user environment, troubleshooting hardware and software issues, and acting as the point of contact for Level 2 support requests. You'll also be expected to create and maintain standard PC images, generate reports on support tickets, and document processes and procedures whenever necessary.