IT Desktop Technician

Prime Finance, founded in 2008, is a well-established, diversified commercial real estate credit investment platform with more than $15 billion in assets under management. Prime Finance has two primary lending strategies that structure financing solutions ranging in size from $10 to $200+ million with teams in San Francisco, Chicago, and New York that originate loans and provide capital across the commercial real estate spectrum.

In addition to our lending programs, Prime Finance is an active investor in investment grade and below-investment grade CMBS both at original issuance and on the secondary market.

The Desktop Support Technician provides frontline technology support for end users, endpoints, business applications, and collaboration tools. This role is responsible for resolving technical issues, maintaining accurate support records, supporting hardware deployment activities, managing assigned hardware inventory, and coordinating escalations with IT team members and vendors as needed. The position combines strong customer service, technical troubleshooting, ownership of assigned support requests, and a focus on keeping employees productive across Prime's core technology platforms.

The Desktop Support Technician also supports Microsoft 365 technologies, endpoint management tools, and user adoption of productivity solutions, including Microsoft 365 Copilot.

• Support deployment and implementation of new computer projects and new hardware installations.
• Support new hire training and onboarding by orienting employees to Prime’s network environment, core technology tools, and department-specific applications they will use in their role.
• Develop and maintain a practical understanding of Microsoft 365 Copilot, automation tools, and other AI-enabled productivity solutions, and help share guidance, use cases, and best practices with end users to support effective adoption.
• Provide Tier 1 support for core business applications, Microsoft 365 services, collaboration tools, endpoints, peripherals, printers, scanners, conference room technology, and related user-facing systems.
• Perform on-site analysis, diagnosis, and resolution of desktop and endpoint issues for end users and recommend and implement corrective solutions, including repair for remote users as needed. Escalate more complex infrastructure, cloud, security or application issues to the appropriate technical teams when necessary.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, conference room equipment, software.
• Coordinate device deployment, replacement, return, repair, and asset tracking activities for laptops, desktops, peripherals, and related technology equipment. Maintain accurate inventory records and assist with lifecycle management activities.
• Take direction from and work closely with Infrastructure and Cloud Operations Manager to install, maintain and repair office hardware and software related to security.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Maintain and update end-user support documentation, knowledge articles, and troubleshooting resources to support consistent service delivery and improve employee self-service capabilities.
• Receive and respond to incoming calls, chats, and tickets regarding end-user issues in a timely manner, document work performed, maintain accurate support records, and drive assigned issues to resolution or appropriate escalation.
• Promote a high-quality end-user experience by providing friendly, responsive, and solutions-oriented support while developing effective working relationships with employees and business…