Sr. IT Operations Specialist

About the Role:

The PitchBook IT Team provides our end-users with top-notch customer service and efficiency. Our team is highly collaborative in supporting our worldwide users in person, as well as remotely. We share a passion for technology and happily share our expertise among ourselves and our customers.

The Sr. Desktop Support Engineer is responsible for day-to-day support of our laptops, desktops, printers, servers, network infrastructure, and all other technical hardware across multiple offices. This role supports other IT Technicians in their duties and helps to train them. The individual in this role has comprehensive knowledge and experience with most of our systems, software, and hardware. They can translate that knowledge and experience to solve higher level problems that arise. The individual in this role should be comfortable collaborating and communicating with other teams to solve problems. They will lead projects from start to finish and should feel comfortable doing so.

Primary Job Responsibilities:

• Work with other Sr. leaders to create department standards and processes
• Responsible for global hardware procurement, maintaining hardware vendor relationships
• Configure our IdP platform by implementing and troubleshooting SCIM provisioning and Okta sign on policies
• Coordinate with other teams and lead projects such as migrations, onboarding new applications, and ensure security concerns are addressed
• Ensure other team members' compliance with security protocols and policies when handling user accounts, access permissions, data, and other areas of the business
• Perform root cause analysis for recurring issues and implement long-term solutions to prevent future incidents
• Administer access, permissions, and privileges for on-site resources and cloud services
• Investigate, understand, and resolve problems with local and remote infrastructure
• Analyze and improve IT infrastructure (Create and update Intune/Jamf policies, servers, processes, systems, scripts, etc.)
• Diagnose and troubleshoot complex hardware and software problems related to computer hardware, software, operating systems, networks, SaaS applications, and servers
• Coordinate with different teams to identify and solve problems
• Act as the primary point of contact for escalated desktop support issues
• Train and coach teammates on processes, support issues, systems, etc.
• Maintain the support team's documentation ensuring content is up to date, accurate, and all encompassing.
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

Skills and Qualifications:

• Bachelor's degree or equivalent experience required
• 5+ years of previous experience in an IT Helpdesk environment.
• Experience leading all aspects of projects from start to finish
• Excellent and concise written and verbal communication skills
• Advanced documentation abilities and strong technical writing skills supporting seamless knowledge management
• Advanced expertise in Windows administration, Networking, software, and hardware
• Ability to work with vendors and escalate issues to their top tier
• Ability to pick up and adapt to using new systems and use them with ease
• Ability to lift and move objects up to 50 pounds (printers/monitors)
• Proficiency with the Microsoft O365 with the ability to pick up new systems and software easily
• Must be authorized to work in the United States without the need for visa sponsorship now or in the future

Benefits + Compensation at PitchBook:

Physical Health

• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D, and life insurance

Emotional Health

• Paid sabbatical program after four years
• Paid family and paternity leave
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend
• Robust training programs on industry and soft skills
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days

Social Health

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events

Financial Health

• 401k match
• Shared ownership employee stock program
• Monthly transportation stipend

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Compensation

• Annual base salary: $92,000-$115,000
• Target annual bonus percentage: 7.5%

Working Conditions:

At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. Our culture is built on spontaneous moments-those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices-that simply can't be replicated remotely. This role is expected to be in the office 5 days a week.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

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