Service Desk Engineer

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.  

• 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.  

• 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  

• 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