Executive Desktop Support Associate

About the role

Fortress Investment Group LLC is a leading, highly diversified global investment manager with approximately $55 billion of assets under management as of December 31, 2025. Founded in 1998, Fortress manages assets on behalf of approximately 2,000 institutional clients and private investors worldwide across a range of credit and real estate, private equity and permanent capital investment strategies.

Responsibilities

• Field incoming requests and issues from end users and create, resolve and close incidents within the ServiceNow ticketing system.
• Quickly and effectively diagnose and resolve issues related to PCs, mobile devices, videoconferencing, application software, telecommunication issues, network issues and servers.
• Personally resolve or escalate issues to other teams as appropriate by providing detailed logs that bring the development team up to speed on the problem.
• Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups and configuring systems and applications.
• Utilize a “fix it twice” mentality to use tactical solutions to get systems immediately stable, but then follow up with a strategic fix soon after; test fixes to ensure that they are working.
• Install a variety of hardware/software for Executives.
• Access software updates, drivers, knowledge bases and FAQs on the internet to aid in problem resolution.
• Help define and document feature requests and software bugs.
• Attend meetings to give guidance/direction for system design.
• Proactively address performance improvements/optimizations.
• Maintain system documentation with hardware and software dependencies.
• Work offsite as required to implement remote and home offices.
• Occasional after hour project work.

Requirements

• Bachelor's degree in Computer Science or equivalent in a directly related field.
• 8+ years of desktop level support experience with at least 3 years of experience supporting executives and providing “white glove” service.
• Excellent customer service skills as well as strong prioritization and multi-tasking abilities.
• Expert experience using, troubleshooting and instructing in the following areas: PC hardware and peripherals, video conferencing, Windows 10 and Windows 11, Microsoft Office 365, Microsoft SharePoint and OneDrive, remote VPN connectivity, and Active Directory.
• Proven capability supporting audio/video conferencing solutions.
• Experience working with and supporting Apple devices and mobile devices (iOS/Android) technologies is required.

Qualifications

• None specified

Skills

• None specified

Benefits

• None specified

Pay

The base salary range for this position is expected to be between $150,000 and $160,000.

Schedule

On-call night/weekend rotations. Occasional after hour project work.