Senior IT Support Specialist, End User Support, Central Tech

What You'll Do

• Serve as Senior Technical Escalation Point for End-User Support
• Act as the primary escalation point for complex issues across macOS, Windows, and Linux
• Lead root cause analysis and drive issues through resolution, coordinating with partner teams as needed
• Provide guidance and mentorship to support team members
• Support High Impact User Workflows (Investment & Research)
• Provide high-touch support for investment professionals in Windows environments, including troubleshooting complex Excel workbooks and market research/trading tools
• Troubleshoot high-performance workstations, development environments, and tools interacting with HPC or cloud systems
• Partner on Endpoint Experience
• Partner with Endpoint Engineering on device management, standards, and software deployment
• Surface recurring issues and user friction to inform improvements
• Help maintain stable, secure, and performant endpoint environments
• Execute Technical Projects
• Own delivery of small to medium-sized IT projects (e.g., office buildouts, device rollouts, system upgrades)
• Coincide with partner teams and communicate progress, risks, and dependencies
• Identify and implement small-scale improvements
• Deliver Onsite and Remote Support
• Provide hands-on support across hardware, software, and AV systems
• Handle critical issues, including occasional after-hours support
• Maintain Local Systems and Operations
• Support networking, AV, and office IT infrastructure
• Maintain documentation and contribute to process improvements

What You'll Bring

• 5–7+ years of IT support experience in high-performance environments (e.g., finance, technology, research)
• Deep Windows expertise (required), including: OS-level troubleshooting (BSOD, event logs, performance tuning), BitLocker, driver/hardware issues, and power/thermal management
• Strong macOS experience with comparable depth across hardware, OS, and application
• Experience supporting investment or financial workflows preferred, including: Advanced Excel environments (add-ins, modeling performance), Market data or trading platforms (e.g., Bloomberg or similar)
• Hands-on experience with MDM/UEM platforms (Intune, Workspace ONE, or equivalent), including: Policy troubleshooting, Application deployment
• Strong understanding of networking fundamentals (Wi-Fi, VPN, LAN, firewalls)
• Experience serving as a technical escalation point or senior team member
• Proven ability to independently resolve complex, multi-factor technical issues
• Experience executing IT projects or initiatives, with the ability to manage scope, timelines, and dependencies
• Familiarity with modern AI tools and desktop workflows, including emerging AI clients and productivity tooling
• Experience supporting scientific computing, AI/ML, or research environments is a plus, including: High-performance or GPU-enabled workstations, Development environments (e.g., Python, containers, remote compute workflows), Interaction with HPC or cloud-based systems
• Strong communication skills and ability to support a diverse, high-expectation user base
• Relevant certifications (Microsoft, Apple, Cisco, CompTIA, etc.) are a plus