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Invictus Capital Partners

Manages U.S. single-family residential credit assets

IT Service Desk Analyst

IT Service Desk & End User SupportUpdated on Nov 13
Full-timeWashington, DC, USA$80k - $85k /yr

About the Job

Requirements

  • A high school diploma or equivalent is required.
  • At least 3 years of experience with an IT help desk or desktop support focus is required.
  • Strong hardware, software, customer service, and interpersonal skills are required.
  • Experience providing email support, including Microsoft Outlook and Microsoft 365 applications, is required.
  • Working knowledge of Active Directory authentication, including user account creation, deletion, and password resets, is required.
  • Experience with computer imaging and Windows 11 desktop operating systems is required.
  • Experience providing network support, including local area network, wireless, and virtual private network troubleshooting, is required.
  • Strong problem-solving, analytical, troubleshooting, and technical support skills are required.
  • Strong written and verbal communication skills and the ability to interact with people remotely and face-to-face are required.
  • The ability to prioritize and execute tasks, multitask, adapt to technology changes, and learn new processes is required.

Responsibilities

  • Serve as the first point of contact for IT support requests through ServiceNow, Microsoft Teams, Outlook, phone, and in person.
  • Provide hands-on technical support for hardware, software, peripherals, and connectivity issues.
  • Troubleshoot and resolve issues involving Windows 11, Microsoft 365, ZTNA, printers, and business applications.
  • Respond to incidents and service requests within defined service-level agreements and escalate when necessary.
  • Provide remote support by phone, video conferencing, and secure remote access tools.
  • Perform root cause analysis for recurring issues and recommend preventive solutions.
  • Build, re-image, and deploy Windows 11 devices using Windows Autopilot in accordance with corporate standards.
  • Configure and deploy complete workstation setups, including monitors, docking stations, peripherals, and RingCentral phones.
  • Install and maintain required applications and endpoint security tools.
  • Ensure endpoints meet security, compliance, and patching requirements before deployment.
  • Perform hardware diagnostics and repairs and coordinate warranty services.
  • Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID (Azure AD).
  • Manage Microsoft 365 licenses, mailboxes, distribution lists, and shared mailboxes.
  • Configure and maintain access to enterprise platforms, including ShareFile, RingCentral, and ZTNA/FortiCloud.
  • Enforce IT and information security policies, including password standards, multifactor authentication, and least-privilege access.
  • Support Duo multifactor authentication and YubiKey setup, troubleshooting, and replacement.
  • Execute end-to-end IT onboarding, including account provisioning, equipment setup, and day-one readiness.
  • Coordinate onboarding for onsite and remote employees.
  • Prepare, package, ship, and track IT equipment for remote users.
  • Process offboarding by disabling accounts, revoking access, and coordinating equipment returns.
  • Sanitize, re-image, and securely decommission devices in accordance with company policy.
  • Generate shipping labels and manage inbound and outbound equipment logistics.
  • Maintain accurate inventories of laptops, peripherals, and IT assets.
  • Track asset lifecycles, including deployment, repair, reassignment, and retirement.
  • Manage incoming hardware deliveries and stage equipment for deployment.
  • Ensure adherence to IT, security, and change management policies using ServiceNow.
  • Create and maintain technical documentation, standard operating procedures, and knowledge base articles.
  • Perform daily IT operational checklists.
  • Support IT Operations and Security teams with projects such as disaster recovery testing, system upgrades, and office moves.
  • Dispose of IT equipment and waste in accordance with company procedures.

Desired Qualifications

  • An associate degree is preferred but not required.
  • Experience with service desk ticketing systems is preferred.
  • Experience supporting office network printers, VoIP phone systems, office building security badge systems, and mobile device email setup and connectivity is preferred.
  • Strong knowledge of computer hardware and software, including Dell, Lenovo, Apple, Microsoft, Adobe, and internet browsers, is preferred.
  • Familiarity with remote software tools is preferred.
  • Proven experience successfully managing or contributing to large-scale projects is preferred.

About the Company

Invictus Capital Partners

Manages U.S. single-family residential credit assets

Invictus Capital Partners manages assets in the U.S. single-family residential credit market, handling mortgage loans, debt securities, and related instruments for institutional clients. It uses a research-based approach with proprietary credit models to analyze loan-level data, manage risk, and optimize returns across the loan lifecycle—from sourcing and underwriting to financing and asset management. An integrated platform, including its Verus Mortgage Capital affiliate, helps source, diligence, and manage whole loans for end-to-end mortgage asset management and securitization. The firm stands out through its long track record, large RMBS issuance activity, and focus on inefficient residential credit opportunities; NYLIM announced a majority-stake deal in 2026 to broaden private credit capabilities.

Company size
51-200
Company stage
Not listed
Total funding
Not listed
Headquarters
Washington DC, United States
Founded
2008

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