IT Support Associate

Grayscale is the largest digital asset-focused investment platform in the world by AUM and offers the broadest selection of digital asset investment products in the U.S. based on number of products.

Our platform spans the full spectrum of institutional-grade solutions—from single-asset exposures to diversified and thematic strategies—with a goal of providing every investor with access to the hyper-expanding digital asset universe.  Our firm offers a rare combination of decades of traditional finance work experience and digital asset leadership that brings an institutional mindset to the maturing digital asset industry. This convergence of capabilities positions us to deliver investment solutions and client experiences that are both institutionally robust and technologically advanced, which we believe offers a competitive edge that is difficult to replicate.

We're proud of our deep crypto expertise and work closely with individual and institutional investors as they explore this asset class as part of their portfolio allocation.

Position Summary:

Grayscale is hiring a Level 3 Help Desk Associate to support our growing team and to keep technology running smoothly across the company. You'll play a key role in making sure employees have the tools and support they need to stay productive.  This position is ideal If you're a self-starter who enjoys solving problems, improving systems, and delivering fantastic service. You will be the go-to resource for on-site support but also can shape how we manage and deliver technology across the firm. This role is for someone looking to grow their career, expand their skillset, gain experience in the financial services industry. Experience in an MSP (embedded support) or internal Help Desk is strongly preferred. Hours are typically M-F 9-5pm in addition to an On Call rotation.

Responsibilities:

• Deliver frontline technology and security support across the firm, serving as the first point of contact for both onsite and remote employees.
• Own lifecycle of support tickets, from triage and investigation, through escalation and remediation, to, documentation, and closure, ensuring issues are addressed quickly, professionally, and with lasting fixes.
• Troubleshoot and resolve hardware, software, and connectivity issues across both Windows and MacOS endpoints, as well as iOS mobile devices.
• Serve as the primary technical lead for onboarding and offboarding engagements.
• Contribute to and maintain our internal knowledge base to improve problem resolution speed and consistency.
• Participate in proactive maintenance efforts including patching, monitoring, and system hygiene across all supported endpoints and peripherals.
• Collaborate with the IT/Security department on internal projects and system improvements.
• Provide technical support as the main point of contact for our C-Level suite 
• Participate in an after-hours on-call schedule.

Prior Experience/Requirements:

• Live within commuting distance of Stamford CT
• 5+ years of progressive IT experience at an MSP or Internal Help Desk
• Senior Systems Administration with experience working in Okta, M365, Azure, Atlassian, and other SaaS applications
• Hands-on Project experience, from scoping and planning to deployment and closure
• Strong problem-solving skills to diagnose and resolve complex technical issues
• Effective communication skills to interact with employees and various levels of management
• Excellent listening skills with the ability to communicate complex technical concepts clearly
• Strong sense of ownership with an empathetic client-first mindset
• Experience with identity and access management best practices, zero-trust principles, and insider threat awareness
• Proactive and highly autonomous; demonstrates strong ownership from issue identification through to resolution with minimal oversight

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.