Overview
A global investment firm is seeking a motivated, service-oriented Desktop Support Engineer to provide high-quality end-user technology support in a fast-paced enterprise environment. This role supports employees across global offices, remote users, and senior leadership.
The ideal candidate has 3–5 years of hands-on desktop support experience in a Windows-centric environment; demonstrates strong troubleshooting, communication, and customer-service skills; and takes ownership of issues through resolution. Experience in financial services and familiarity with financial-market applications are preferred.
Responsibilities
- Provide responsive, in-person end-user and desktop support for employees in the New York office, as well as remote users and executive leadership.
- Support Microsoft Windows 10 and Windows 11, Microsoft 365 applications, and common productivity and collaboration tools.
- Assist with user account administration, access requests, password resets, distribution groups, and Microsoft 365 services, following established procedures.
- Escalate identity, access, and infrastructure issues to the appropriate Infrastructure, Information Security, or Application Support teams.
- Support and troubleshoot Citrix Cloud/Citrix DaaS, Azure Virtual Desktop, and other virtual desktop environments, as applicable.
- Deploy, configure, maintain, and troubleshoot HP workstations and thin clients, Lenovo and MS Surface laptops, monitors, peripherals, and other end-user hardware.
- Support Cisco collaboration technologies, including Cisco IP phones, Webex, Unified Communications Manager, and Unity Connection.
- Support corporate mobile devices, including iOS and Android devices managed through Microsoft Intune.
- Support conference-room and video-conferencing technologies, including Zoom, Teams, Neat, Poly, Yealink and associated room peripherals.
- Install, configure, and support market-data and financial applications, including Bloomberg Terminal, Bloomberg Anywhere, and other approved business applications.
- Perform first-line troubleshooting for endpoint, connectivity, and access issues, including DNS, DHCP, VPN, Wi-Fi, and VDI-related problems.
- Log, prioritize, document, and track incidents and service requests in Jira Service Management, ensuring timely communication, resolution, and appropriate escalation.
- Maintain accurate device inventory, asset records, and hardware lifecycle documentation.
- Support employee onboarding, offboarding, office moves, desk setups, and office buildout initiatives.
- Follow established desktop support procedures, security standards, and documentation requirements.
- Identify recurring issues and raise opportunities for process improvement, automation, standardization, and knowledge-base documentation.
- Participate in occasional after-hours, weekend, and holiday support for business-critical incidents, maintenance windows, office moves, executive support, and technology initiatives.
- Travel to other office locations as needed to support coverage, projects, and office initiatives.
Qualifications and Requirements
Required
- 3–5 years of hands-on desktop or end-user support experience in a corporate environment.
- Experience supporting Windows 10/11, Microsoft 365 applications, and enterprise endpoint hardware.
- Familiarity with Active Directory, Microsoft 365, Exchange Online, and basic user-access troubleshooting.
- Experience supporting remote users and troubleshooting VPN, Wi-Fi, and virtual desktop connectivity issues.
- Experience supporting mobile devices, including iOS and Android, in an enterprise-managed environment.
- Strong troubleshooting and problem-solving skills, with the ability to prioritize and manage multiple requests in a fast-paced environment.
- Excellent written and verbal communication skills, with a professional and customer-focused approach.
- Strong attention to detail, ownership mindset, and commitment to follow-through.
- Ability to work independently while collaborating effectively with global technology teams.
- Ability to document issues, resolutions, and standard operating procedures clearly and consistently.
- Ability to work fully onsite from the New York office.
Preferred
- Experience supporting users in financial services, trading, asset management, or another high-availability environment.
- Familiarity with market-data applications, including Bloomberg Terminal or Bloomberg Anywhere.
- Exposure to Citrix DaaS/Citrix Cloud, Azure Virtual Desktop, or similar VDI platforms.
- Familiarity with Microsoft Intune, Windows Autopilot, endpoint provisioning, application deployment, and device lifecycle management.
- Basic knowledge of PowerShell, scripting, automation, and endpoint packaging/deployment tools, including Microsoft Configuration Manager (ConfigMgr/MECM).
- Familiarity with Cisco collaboration tools, video-conferencing systems, and conference-room technology.
- Relevant technical certifications, such as CompTIA A+, ITIL Foundation, Microsoft Endpoint Administrator, or Citrix certifications.