About the job
FS Investments is seeking a Help Desk Analyst to join the IT Infrastructure and Technology team. This role is responsible for managing day-to-day IT issues affecting internal employees, including hardware, software, and connectivity troubleshooting. The Analyst will be based in our Philadelphia office and will collaborate closely with other Help Desk team members across locations to ensure timely issue resolution and an outstanding support experience.
This is a fast-paced, high-visibility environment where the Analyst will provide white-glove technical support to executives (including C-suite personnel), business leaders, and other team members. The ideal candidate is proactive, customer-focused, and comfortable ensuring meetings and presentations go off without a hitch.
Key Responsibilities
- Provide prompt, courteous, and effective technical support in person, by phone, and remotely, with a focus on supporting executives and high-priority users
- Ensure meetings and presentations run smoothly by assisting with video conferencing tools, display connections, and in-room technology — including quick setup, troubleshooting, and live support
- Partner with executive assistants and staff ahead of key meetings to verify technology readiness
- Assist with internal events and presentations, including setup of laptops, monitors, clickers, and any other required peripherals
- Facilitate onboarding of new employees by provisioning and setting up hardware, accounts, and applications
- Manage and maintain inventory of laptops, desktops, mobile phones, and accessories
- Collaborate with IT team members to identify and implement improvements to support processes and employee experience
- Escalate complex issues to the appropriate teams while keeping stakeholders informed
.Qualifications
- 3+ years of experience in a desktop support or technical troubleshooting role in a fast-paced, service-oriented environment
- Proven ability to support high-profile users with professionalism, discretion, and efficiency
- Strong knowledge of Windows and macOS operating systems, business productivity software, and mobile device platforms
- Experience supporting live meetings and presentations, including video conferencing tools (e.g., Zoom, Microsoft Teams)
- Ability to multitask and prioritize effectively, even under pressure
- Comfortable working independently and as part of a collaborative team
- Strong interpersonal and communication skills
- Bachelor’s degree in a related field preferred
- Certifications such as CompTIA A+ or Network+ are a plus, but not required
