Senior Desktop Support Engineer
About The Position
We are seeking an experienced Senior Desktop Support Engineer to provide high-level technical support within a fast-paced financial-services environment. This individual will serve as a senior escalation point for complex desktop, hardware, software, network connectivity and access-related issues while delivering responsive, professional support to employees at all levels of the organization. The ideal candidate will have strong technical troubleshooting skills, previous experience supporting users in the financial industry and the ability to manage urgent issues in a high-demand corporate environment. This position requires excellent communication, sound judgment and a strong commitment to customer service.
Requirements
- At least five years of professional desktop support, help desk or end-user computing experience.
- Previous desktop support experience within the financial-services industry is required.
- Strong knowledge of Windows operating systems and Microsoft Office applications.
- Advanced experience troubleshooting computer hardware, software, peripherals and connectivity issues.
- Experience with Active Directory, user-access management and permission troubleshooting.
- Familiarity with Microsoft Intune or another endpoint-management platform.
- Experience using ServiceNow or another enterprise IT ticketing system.
- Working knowledge of TCP/IP networking, VPNs, Wi-Fi and general connectivity troubleshooting.
- Experience supporting employee onboarding, offboarding and workstation deployments.
- Ability to prioritize multiple requests and respond effectively to urgent technical issues.
- Strong written and verbal communication skills.
- Excellent problem-solving skills and attention to detail.
- Professional, customer-service-oriented approach.
- Ability to work independently while collaborating with other IT teams.
- Ability to handle confidential and sensitive information appropriately.
- Ability to work on-site in New York City Monday through Friday.
Nice To Haves
- Experience supporting executives, traders, investment professionals or other high-priority financial-services users.
- Experience with Microsoft 365, Azure Active Directory/Microsoft Entra ID and mobile-device management.
- Familiarity with financial applications, market-data platforms or other industry-specific systems.
- Experience working within an ITIL-based support environment.
- Relevant technical certifications, such as CompTIA A+, Microsoft or ITIL certifications.
Responsibilities
- Provide advanced desktop and end-user support in an on-site financial-services environment.
- Serve as an escalation point for complex hardware, software, application, network connectivity and access-related issues.
- Diagnose and resolve Windows operating system, Microsoft Office and desktop application issues.
- Install, configure, maintain and troubleshoot computers, mobile devices, software and peripheral equipment.
- Manage and prioritize support tickets while meeting established response and resolution expectations.
- Support employee onboarding and offboarding, including device preparation, application setup, account access and equipment collection.
- Assist with user account administration, password resets, permissions and access management.
- Provide support for Microsoft Intune, Active Directory and related endpoint-management tools.
- Troubleshoot printers, conference-room technology, remote-access tools and other workplace systems.
- Coordinate with infrastructure, network, security and application teams to resolve escalated issues.
- Communicate clearly with users regarding issue status, resolution steps and expected timelines.
- Create and maintain accurate technical documentation, support procedures and knowledge-base articles.
- Identify recurring problems and recommend improvements to desktop-support processes and systems.
- Assist with technology upgrades, deployments, migrations and other IT projects.
- Provide professional, discreet and customer-focused support to executives and other senior employees.
- Follow established security, compliance and data-protection procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
