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Desktop Support Associate

3 months ago

Boston, United States First Eagle Investments Full time

What we do:

First Eagle Investments is an independent, privately owned investment management firm headquartered in New York with approximately $138 billion in assets under management as of June 30, 2024. With a heritage dating back to 1864, First Eagle Investments has served as a prudent steward of client capital across market cycles, varying macroeconomic conditions and numerous disruptive events. Philosophically autonomous but united under First Eagle’s core investment tenets, our five investment teams—Global Value, Small Cap, High Yield Municipal Credit, First Eagle Alternative Credit and Napier Park Global Capital—apply their disciplined, unconventional thinking across a range of investment capabilities. Our actively managed strategies feature equities, fixed income and currencies, alternative credit and real assets to offer clients a range of differentiated risk-return profiles backed by a shared emphasis on mitigating downside risk. For more information, please visit .


What drives us:

At First Eagle, clients come first, always. To deliver on this commitment, we nurture an environment that attracts, develops, and retains a talented, inclusive workforce. We also aim to inspire each of our employees to do their life’s best work with us and for our clients. We have built a culture that promotes equity, diversity, and respect, and holds every member of the organization to the highest standards of integrity and accountability.


Who we are looking for:

The 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. The position is currently a hybrid position, with time spent working remotely as well as in the Boston 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:

  • Provide technical assistance and support related to computer systems, hardware, and software.
  • Respond to IT incidents within a timely manner with proper level of urgency.
  • Record, track, and document the help desk request problem including all decisions made and actions taken through to final resolution within our ticketing system.
  • Support team’s abilities and functions through positive customer relations.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Assist with Moves, Adds, and Changes to on-site user end hardware.
  • Provide support for iPhone, Android, and other mobile devices.


The qualities you should have:

  • 3-4 years of relevant work experience, ideally in the financial services industry.
  • Excellent communication and customer service skills with the ability to effectively interact with users, peers and senior management.
  • Strong ability to work both independently and with a remote team.
  • Desire to help others, have a positive attitude, excellent problem-solving skills, and the ability to prioritize and execute tasks under stressful situations.
  • Experience with collaboration applications such as Zoom, Webex, and Teams.
  • Proficiency in supporting Microsoft Excel, Word, and Outlook.
  • Proven ability diagnosing and resolving hardware and software issues in a Microsoft Windows Domain networked environment.


Preferred Qualifications:

  • Experience with mid-to-large scale workstation deployments; familiarity with tools such as MS Deployment services, PDQ, and WSUS.
  • Basic networking skills and a familiarity of TCP/IP, DNS, DHCP, Ping, etc.
  • Ability to handle administrative tasks for all messaging related functions (i.e. Secure Email Gateway, Blackberry Work).
  • Knowledge of remote applications such as Citrix VDA & VDI, Cisco AnyConnect, and Zscaller.


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, including First Eagle Alternative Credit and Napier Park Global Capital, 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.