Service Desk Analyst

Cascade Asset Management Company (“Cascade”) is proud to protect and grow capital in service of Bill Gates and the Gates Foundation Trust in support of their mission-related and philanthropic activities. Mr. Gates and the Foundation Trust are committed to creating a world where every person has the opportunity to live a healthy, productive life.

Located in the Seattle area, Cascade applies its fundamental, long-horizon investment approach across asset classes and geographies, primarily through direct investing, as well as through a select group of funds and segregated accounts. Cascade offers the unique blend of being part of a team that manages a multi-billion-dollar portfolio while also working with professionals in a culture that values intellectual curiosity, collaboration, and respect.

The Technology Service Desk is responsible for providing high-quality technical support to our internal clients. We are a small and nimble team, and this role will have the opportunity to work on a variety of key technology systems and devices. We pride ourselves on providing a high standard of support to ensure our users can do their jobs efficiently and effectively.

We are seeking a highly skilled and motivated Technical Support Specialist to join our team. The ideal candidate will have a proven track record supporting complex technology environments, a passion for customer service, and the initiative to drive process improvements. Demonstrated excellence in organization and time management, a willingness to go above and beyond, and a positive, enthusiastic approach are essential to success at our organization.

Team members are expected to provide exceptional support to end users across a range of technologies, including Microsoft 365, Windows 11, iOS, A/V systems, and identity access management systems. This role involves balancing daily service requests with various projects, enabling our clients to leverage technology to its fullest potential.

• Deliver prompt, thorough technical support to end-users in person and remotely via Fresh Service, email, Microsoft Teams, and other tools
• Manage user accounts, permissions, and objects across Microsoft 365, Active Directory, and other technology systems
• Troubleshoot hardware, software, and identity access management issues; resolve or elevate problems while proactively managing the ticket lifecycle
• Deploy, troubleshoot, and maintain Windows 11 laptops and iPhones/iPads for end-users
• Facilitate technology needs for new employee onboardings, role transfers, and departures
• Manage hardware and software inventory
• Set up, operate, maintain, and troubleshoot A/V equipment, including Surface Hubs and Microsoft Teams Room Systems
• Maintain accurate and up-to-date documentation of technology systems, procedures, and configurations
• Assist with general IT administration functions and special projects as assigned
• Participate in a weekly on-call rotation for 24/7 support

• 3+ years of experience in a corporate Service Desk or related IT service role, with experience supporting executive users and complex environments
• Undergraduate degree preferred
• Expertise in Windows 11, Microsoft 365, and Active Directory Users & Computers, identity management (Okta preferred)
• Operational knowledge of iOS for iPhone and iPad
• Strong troubleshooting skills across hardware, software, and A/V systems (Surface Hub and Microsoft Teams Room System preferred)
• Familiarity with Power Platform (Power Automate, Power Apps) and automation tools is a plus
• Excellent verbal, written, and interpersonal communication skills
• Highly detail-oriented with a commitment to data quality, integrity, and accuracy
• Ability to handle information with discretion and confidentiality
• Ethical, with sound judgment and creative problem-solving skills
• Strong time management and organizational skills with the ability to prioritize, multi-task, and meet deadlines
• Ability to develop and maintain relationships and collaborate effectively within the team and across the organization
• Passion for understanding business goals, finding solutions, and improving processes

$100,000 - $110,000 a year

Cascade is committed to paying employees equitably for substantially similar work. Base salary for this position will be determined during the interview process and will vary based on multiple reasons, including but not limited to relevant experience, knowledge, education, and degree to which a candidate meets the role requirements, current business needs, and market factors. A reasonable estimate of the current base salary range for this position will generally be between $100,000 to $110,000 per year, but the final salary offered may be outside this range based on these reasons and individual circumstances.

Additionally, base salary is only part of the total compensation package as we believe that our employees are the reason for our success, and in recognition of their contributions,…