Desktop Support Engineer

Responsibilities

• Provide high-touch, business-facing technology support for Greenwich-based investment professionals, executives, and employees, serving as a primary support contact for front-office and business users.
• Own issues through resolution, including user follow-up, coordination with other Technology teams, and documentation of root cause or resolution steps where appropriate.
• Install, configure, maintain, and troubleshoot Windows 10/11 endpoints, laptops, workstations, thin clients, peripherals, and related end-user technology.
• Support core enterprise technologies including Microsoft 365, Active Directory, Exchange Online, endpoint management, and identity/access-related workflows.
• Troubleshoot remote access and virtual desktop technologies including Citrix, Azure Virtual Desktop, VPN, and related connectivity issues.
• Support business-critical applications and market data platforms, including Bloomberg Terminal/Anywhere, FactSet, LSEG/Reuters, and similar tools.
• Perform basic network and connectivity troubleshooting across DNS, DHCP, TCP/IP, wireless, VPN, and performance-related issues.
• Support mobile devices and MDM platforms, including Intune, MobileIron, iOS/Android devices, and corporate/BYOD enrollment.
• Support collaboration, voice, and conferencing technologies including Cisco VoIP, Webex, Zoom, Neat, Poly, and conference room systems.
• Cook up response for high-impact end-user, trading-floor, or office technology incidents, including triage, collaboration with other technical teams, escalation, stakeholder communication, and follow-up.
• Use JIRA Service Management to manage incidents and service requests with accurate updates, categorization, resolution notes, and documentation.
• Support onboarding, offboarding, workstation setup, moves/adds/changes, office moves, and buildout-related technology needs.
• Maintain asset inventory, knowledge base articles, support standards, and secure operational practices.
• Use tools such as PowerShell, BeyondTrust, SCCM, Intune, and endpoint management platforms to improve support efficiency and reduce repeat issues.
• Participate in off-hours support, occasional weekend work, and travel between office locations as needed.

Qualifications

• 5+ years of hands-on end-user, desktop, trade floor, or technical support experience in a fast-paced enterprise environment.
• Prior experience in a hedge fund, asset manager, trading firm, investment bank, or financial technology environment is strongly preferred.
• Strong Windows desktop support experience, including hardware, OS, peripherals, endpoint configuration, and troubleshooting.
• Experience supporting Microsoft 365, Active Directory, Exchange Online, endpoint management, and remote access technologies.
• Experience with Citrix, Azure Virtual Desktop, VPN, mobile device management, and remote-user support.
• Familiarity with market data, trading, and investment workflow applications such as Bloomberg, FactSet, LSEG/Reuters, and Excel add-ins.
• Strong troubleshooting skills across desktop, application, hardware, network, mobility, and collaboration technologies.
• Ability to communicate clearly and professionally with technical and non-technical users, including senior stakeholders and investment professionals.
• Experience using JIRA Service Management, ServiceNow, or similar ITSM platforms; familiarity with incident, problem, change, CMDB, and knowledge management practices preferred.
• Exposure to PowerShell, scripting, automation, SCCM, Intune, or similar tools is a plus.
• Bachelor’s degree in a related field or equivalent practical experience preferred.