Service Desk Analyst

About UsAt eCapital, we are on a mission to ignite growth and empower businesses across North America and the U.K. by accelerating their access to capital. Our expertise and forward-thinking technology create customized, cutting-edge solutions for clients in over 80 industries. We are proud to have been named to the prestigious Inc. 5000 Fastest Growing Company list in 2023, recognized as a ‘Great Place to Work’ by the Secured Finance Network, and celebrated as a ‘Most Innovative Company’ by ABF Journal; all thanks to our dynamic team who are the cornerstone of our success.To continue to innovate and find better solutions for our company and clients, we need bright minds, enthusiastic advocates, and savvy industry professionals. By joining our team, you will have the opportunity to unleash your potential, challenge yourself, and experience a rewarding culture with competitive salaries and unique employee benefits.Are you ready to make an impact and help us shape the future of finance?The RoleThe Role: Reporting to the Service Desk Manager, the Service Desk Analyst will provide Tier 1 (and occasionally Tier 2) support to the internal customers within the eCapital environment including remote users. As the first line of IT support, you will be responsible for analysis, diagnosis and resolution of support requests by documenting issue severity and utilizing standard procedures to resolve issues related to desktops, laptops, servers, printers, mobile devices, telephony, and related equipment. You will provide end-user support administration in; moves, adds, changes, problem resolution, hardware, and software installations/upgrades, patch management.Responsibilities and DutiesAct as a representative of the technical services team, supporting an environment of 800+ users throughout the North America & UK using Windows 10, Windows 11 and MacOSProvide Tier 1 Service Desk support for problems and service requests related to hardware, software, network, and application supportConduct timely problem determination for incidents using documented procedures, troubleshoots, resolves and/or escalates problem tickets and service level requestsDocument all support activities in the ticketing system, following up on open cases and escalating as necessaryMaintain a high degree of customer service, taking ownership of user incidents, following up with the status of problems and communicate progress in a timely mannerProvide basic in-house training to customers of MS Office applications, phone system, and other applicationsFacilitate closure to problem tickets/service requests while meeting or exceeding defined service level expectationsAbility to lift and move equipment weighing up to 50 lbs as part of on-site support and desk move activitiesEnsure equipment moves are completed securely and efficientlySkills and AbilitiesStrong communication skills with the ability to explain technical concepts to non-technical usersProvide clear, concise information through written and verbal communicationExcellent organizational skills and detail-orientedAcquire and maintain current knowledge of relevant product/service offeringsSupport policies to provide technically accurate solutions to customersAbility to create SOPs (Standard Operating Procedures) for troubleshootingDemonstrated ability to work both independently and as part of a teamQualifications3 - 5 years experience in a Windows 10, Windows 11 & MAC environment and/or call center or service desk experienceExperience with RDP, Active Directory, Solarwinds Service Desk, O365 Suite, telephonyBasic knowledge of networking concepts (LAN, Wi-Fi, VPN)Basic User & Security Group Active Directory administration: creating user accounts, reset passwords, create groups, etcCertified in A+ or Network preferredITIL Foundations certification preferredMCP certification preferredIncident Management experience – managing issues including business expectations and communicationDeeply passionate about helping othersGreat listener and communicatorMotivated self-starter with excellent work ethic and team first attitudePlease note, this job requires in-office presence. The position cannot be occupied remotely.We BringCompetitive CompensationAnnual Bonus IncentivesVacation & Sick TimeHealth, Dental, and Life BenefitsRRSP MatchingAbundant professional development opportunities at a growing and thriving Fintech companyeCapital CultureAt eCapital, we\'re not just a funding provider—we\'re a strategic partner built for what\'s next. Our culture is defined by innovation, scalability, and personalized service. We value:Agility: We adapt quickly to changing market conditions and customer needsRelationships: We put our clients\' needs at the center of everything we do, and we believe the best results come from diverse teams working togetherAccountability: We hold ourselves to the highest standards in all aspects of our workInnovation: We constantly push boundaries to create better solutions for our clientsWe offer a dynamic work environment where you\'ll have the opportunity to make a significant impact on our business and the SMBs we serve. Join us in revolutionizing how businesses access and manage capital in the digital age.eCapital values diverse experiences and backgrounds. We encourage all qualified candidates to apply, regardless of race, color, religion, gender, sexual orientation, national origin, genetics, disability, age, or veteran status. #J-18808-Ljbffr