Helpdesk Support Engineer

New York - Park Avenue

About General Atlantic

General Atlantic is a leading global investor with more than four and a half decades of experience providing capital and strategic support for over 830 companies throughout its history. Established in 1980, General Atlantic continues to be a dedicated partner to visionary founders and investors seeking to build dynamic businesses and create long-term value. Guided by the conviction that entrepreneurs can be incredible agents of transformational change, the firm combines a collaborative global approach, sector-specific expertise, a long-term investment horizon, and a deep understanding of growth drivers to partner with and scale innovative businesses around the world. The firm leverages its patient capital, operational expertise, and global platform to support a diversified investment platform spanning Growth Equity, Credit, Climate, and Sustainable Infrastructure strategies. General Atlantic manages approximately $108 billion in assets under management, inclusive of all strategies, as of March 31, 2025, with more than 900 professionals in 20 countries across five regions. For more information on General Atlantic, please visit: www.generalatlantic.com

Position Summary

General Atlantic is looking for a detail-oriented and customer-focused Helpdesk Support Engineer to augment our IT support team. The ideal candidate will have strong technical troubleshooting skills, a passion for helping users, and the ability to resolve a variety of IT issues in a timely and professional manner.

Responsibilities 

  • Provide first-level support to users experiencing issues with software, hardware, network connectivity, and IT systems, with a particular focus on the Microsoft Office environment (including Office 365). Troubleshoot and resolve incidents via phone, email, or in-person, logging all actions in the helpdesk ticketing system
  • Diagnose technical problems, resolve incidents, and escalate issues when necessary. Perform root cause analysis and apply solutions to prevent future occurrences
  • Handle user access requests, password resets, and permissions within various IT systems, following security protocols to ensure data integrity
  • Assist with the installation, configuration, and maintenance of computers, software applications (including Zoom and Slack for collaboration), printers, and other peripherals. Coordinate hardware replacement or repair as needed
  • Maintain detailed records of support requests, actions taken, and final outcomes. Update and maintain user guides, FAQs, and knowledge base documentation for common technical issues
  • Identify and address potential technical issues before they impact users, perform routine maintenance on IT systems, and monitor IT infrastructure health
  • Foster positive relationships with end-users, maintain a friendly and professional demeanor, and strive to provide the highest level of service satisfaction
  • Work with other IT support teams and departments to resolve complex technical issues and provide feedback on potential areas of improvement in systems or processes

Qualifications 

  • Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus
  • 1-3 years of experience in a helpdesk or technical support role. Experience supporting the Microsoft Office environment (including Office 365), Zoom, and Slack is highly preferred
  • Familiarity with Microsoft Windows environments, Office 365, Zoom, Slack, basic networking concepts, and common IT support tools. Knowledge of ticketing systems (e.g., ServiceNow, JIRA) is advantageous
  • Strong communication skills, customer service orientation, patience, and ability to work under pressure. Strong analytical and problem-solving abilities
  • Flexibility to work in shifts or be on-call for emergency support, as needed

GA Value

  • Competitive compensation
  • Comprehensive health, dental, and vision insurance plans
  • Retirement savings plan with employer matching
  • Professional development opportunities and ongoing training
  • Collaborative and inclusive work culture with opportunities for advancement

General Atlantic offers a robust reward program to all employees that will support you and your family, maintaining fulfilling, secure and healthy lives now and into the future, which includes but is not limited to medical insurance, retirement savings contributions, mental and physical health resources and an equal pay program that allows you to earn a base salary of $100,000 - 135,000 USD of which the exact amount offered will be driven by the degree to which you meet role requirements, additional special skills and experience. Additional reward programs, such as annual discretionary bonuses and long-term incentive programs, are available for eligible employees and are offered as recognition for performance and one’s contributions towards the organization’s success.

General Atlantic is an equal opportunity employer and does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

By completing this application, you are consenting to General Atlantic’s processing and use of your personal data. Information on how General Atlantic will use and process your data can be found here: https://www.generalatlantic.com/privacy-notice/

 

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