Desktop Support Engineer

StoneX Group • Kansas City, MO

12d • Onsite

About The Position

The Desktop Support Analyst is an entry-level contributor within the Enterprise Technology and Support Services organization, responsible for providing timely, professional technical support to end users across desktop, laptop, peripheral, software, and basic network-related issues. This role focuses on learning standard support processes, resolving common incidents and service requests, documenting work accurately, and escalating more complex issues to senior Desktop Support team members or appropriate support teams as needed.

Requirements

• Basic working knowledge of Windows desktop operating systems, including Windows 11.
• Excellent customer service orientation with the ability to maintain professionalism under pressure.
• Good problem-solving skills with the ability to follow troubleshooting steps, ask clarifying questions, and prioritize assigned work appropriately.
• Clear verbal and written communication skills, with the ability to explain basic technical steps to technical and non-technical users.
• Willingness to learn new tools, processes, and support procedures in a team-oriented environment.
• Strong attention to detail, work ethic, and reliability.
• Ability to interpret and apply policies, procedures, and technical documentation.
• Ability to lift and install heavy desktop equipment.
• Ability to work for extended periods at a computer.
• High School Diploma required.
• UK equivalent: A-Level Standard required.

Nice To Haves

• 2+ years of desktop support, help desk, technical support, internship, lab, or equivalent hands-on technology experience.
• Basic familiarity with Microsoft 365 applications such as Outlook, Teams, Word, Excel, and OneDrive.
• Exposure to endpoint management or deployment tools such as Microsoft Intune, Autopilot, or SCCM is preferred but not required.
• Basic understanding of IT security practices, including password handling, device protection, and appropriate access control.
• Interest in learning financial services technology and business applications is preferred.
• Exposure to virtual desktop environments is preferred but not required.
• Experience or familiarity with remote support tools is preferred but not required.
• Associate’s Degree or higher.
• Industry certifications preferred (e.g., A+, Network+, Microsoft, HP, Dell).

Responsibilities

• Provide first-level troubleshooting and support for desktop hardware, laptops, peripherals, operating systems, and standard corporate applications.
• Assist with hardware and software installations, desk moves, equipment setup, and basic configuration changes following established procedures.
• Support routine desktop maintenance activities, including software updates, basic security configuration checks, and workstation readiness tasks.
• Assist with virtual desktop and remote access support under guidance from senior team members.
• Use approved remote support tools to diagnose common user issues and provide guided assistance to local and remote users.
• Monitor, triage, update, and resolve assigned incidents and service requests through the Incident/Help Desk Management System while following documented procedures and SLA expectations.
• Escalate complex or unresolved technical issues to senior Desktop Support Analysts, leads, or specialized support teams with clear notes and troubleshooting details.
• Ensure accurate documentation of resolutions and updates in the ticketing system.
• Work with IT support teams and business users to resolve routine technical issues, support onboarding activities, and maintain a reliable desktop support experience.
• Participate in basic project support activities such as equipment preparation, deployment assistance, user testing, and post-deployment follow-up.
• Coordinate with partner teams when directed to gather information, confirm requirements, and support standard escalation procedures.
• Learn and follow established desktop support standards, troubleshooting steps, and escalation paths.
• Demonstrate professional, customer-focused behavior when supporting users in person, by phone, through chat, or remotely.
• Follow corporate governance standards, security policies, and approved support procedures when handling devices, accounts, and user data.
• Support the development and maintenance of documentation, including Knowledge Base articles and standard operating procedures.
• Attend team meetings and training sessions to build technical knowledge, understand support priorities, and stay aligned with team procedures.
• Assist with tracking, preparing, deploying, collecting, and updating inventory records for desktop equipment, peripherals, and assigned assets.
• Participate in scheduled remote satellite office wellness visits as (Company paid travel & reimbursed expenses will be provided).
• Work flexible hours, including evenings and weekends, when required.
• Perform other related duties as assigned.

Benefits

• Company paid travel
• Reimbursed expenses

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED