Desktop Support Associate

Who we are looking for:

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.

  
What you will do:

• Tier 1-3 User Support: Provide in-person and remote support; handle complex issues and escalations, including executive/VIP support when needed
• Hardware & Software Ownership: Install, configure, and upgrade desktops, laptops, monitors, printers, and mobile devices; ensure standard builds and approved software baselines are maintained
• Advanced Troubleshooting: Diagnose and resolve hardware failures, OS issues (Windows/macOS), and application problems; partner with infrastructure/security teams to drive root-cause fixes
• Incident & Request Management: Manage ticket queues with clear prioritization and documentation; meet SLA targets and communicate status/ETAs to stakeholders
• Deployment & Lifecycle Management: Image/configure new systems for onboarding; coordinate refresh cycles; securely decommission and inventory retired assets following policy
• Network & Security Support: Troubleshoot Wi-Fi/Ethernet/VPN connectivity, enforce endpoint security and escalate suspected security incidents appropriately
• Problem Management: Track incident trends, perform root-cause analysis, and recommend long-term corrective actions (standardization, automation, configuration changes)
• Projects & Continuous Improvement: Participate in (or lead) small-to-mid sized IT initiatives such as migrations, office moves, rollout of new tools, and process improvements
• Vendor & Asset Coordination: Work with vendors for warranty repairs and replacements; maintain accurate inventory records and assist with procurement recommendations
• Operational Metrics: Contribute to reporting on ticket volumes, resolution times, backlog health, and recurring issues; use data to drive service improvements

The qualities you should have:

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

Base Salary range: $80,000 to $95,000. In addition, this role is eligible for an annual incentive bonus. Compensation may vary based upon, but not limited to – the individual's skills, experience, qualifications, and internal equity. 

We value our people and offer a broad range of benefits. We provide generous paid time-off, medical/dental/vision healthcare plans, 401(k) retirement and profit-sharing plans, a flexible/hybrid work environment, “dress for the day” flexible work attire, and many more great benefits. For more information, please refer to our First Eagle Benefits website.

First Eagle Investments and their affiliates and subsidiaries is an Equal Opportunity Employer.  Equal Employment Opportunity has been, and will continue to be, a fundamental principle at First Eagle, where employment is based upon personal capabilities and qualifications without regard to race, color, religious belief, including dress and grooming practices, sex, sexual orientation, gender identity, gender expression, age, national origin, marital status, citizenship, disability, veteran status, pregnancy, breastfeeding or medical conditions related to breastfeeding, status as a victim of domestic violence, sexual assault, or stalking, or any other basis protected by applicable federal, state or local law, genetic information or characteristics (or those of a family member), or any other protected characteristic as established by law.