Desktop Support Associate

First Eagle Investments•Columbus, OH

3d•Hybrid

About The Position

First Eagle Technology and Operations team is seeking an experienced, team-oriented, proactive individual to join an internal client services team in providing efficient Tier1/Tier2 support to staff in a variety of technical areas. This hire will be based in our Columbus, Ohio office. Support is conducted using remote control software, phone, email and in person. The position has high interaction with employees, sometimes at a moment’s notice. Occasional night and weekend work may be required.

Requirements

3+ years in IT support/service desk/desktop support, including ownership of escalations and complex incident resolution
Ability to maintain a calm, professional presence while supporting employees and executives; set expectations, communicate impact, and follow through to resolution
Possess excellent verbal and written skills; able to translate complex technical concepts into clear, actionable steps for non-technical users and leadership
Strong experience with Windows (and basic macOS support), Active Directory/Azure AD, Office 365/Microsoft 365 administration, and common endpoint peripherals
Advanced diagnostic skills across hardware, OS, networking, and SaaS applications; able to perform root-cause analysis and implement preventative fixes
Knowledge of remote software and applications such as Zscaler, Cisco Any Connect, Citrix Workspace, Citrix Director, Duo Mobile
Experience with account provisioning/deprovisioning, group policy basics, MFA, and least-privilege access concepts
Familiarity with imaging and device management tools (e.g., SCCM/Intune or similar), patching practices, and standard software deployment
Ability to create and maintain clear runbooks and knowledge base articles to reduce repeat incidents and speed up onboarding

Nice To Haves

Undergraduate degree preferred, in computer science, engineering or related field

Responsibilities

Provide in-person and remote support; handle complex issues and escalations, including executive/VIP support when needed
Install, configure, and upgrade desktops, laptops, monitors, printers, and mobile devices; ensure standard builds and approved software baselines are maintained
Diagnose and resolve hardware failures, OS issues (Windows/macOS), and application problems; partner with infrastructure/security teams to drive root-cause fixes
Manage ticket queues with clear prioritization and documentation; meet SLA targets and communicate status/ETAs to stakeholders
Image/configure new systems for onboarding; coordinate refresh cycles; securely decommission and inventory retired assets following policy
Troubleshoot Wi-Fi/Ethernet/VPN connectivity, enforce endpoint security and escalate suspected security incidents appropriately
Track incident trends, perform root-cause analysis, and recommend long-term corrective actions (standardization, automation, configuration changes)
Participate in (or lead) small-to-mid sized IT initiatives such as migrations, office moves, rollout of new tools, and process improvements
Work with vendors for warranty repairs and replacements; maintain accurate inventory records and assist with procurement recommendations
Contribute to reporting on ticket volumes, resolution times, backlog health, and recurring issues; use data to drive service improvements