Technology, Service Desk Associate

Seeking a Desktop Support Specialist to join the Technology team in New York. This individual will be responsible for both remote and in person support for all Employees. Duties include documenting, triaging, investigating, and resolving issues reported to the Service Desk. The Desktop Support Specialist will work closely with other teams within the technology department to understand the impact and root cause of issues. The successful candidate must be able to communicate clearly and concisely, particularly when under pressure. Technical proficiency, excellent problem-solving skills, professionalism, and solid communication skills are a must. The support specialist will also need to be comfortable working in a fast-paced environment with a demanding user base and should be passionate about delivering continuous improvement across our technology platform.

Responsibilities

Serve as the first point of contact for customers needing technical assistance; Must work East Coast Market hours; Manage trouble calls via ticketing system, phone, remote, and desk side visits to ensure courteous, timely, and effective resolution of end user issues; Troubleshoot hardware, Windows 10, Windows 11 and application issues; Install and upgrade software, setup hardware and configure systems and applications such as MS Office, One Drive, Zoom, softphones, turrets, printers, scanners, bio metric, data encryption, VPN/WIFI configuration, and firmware updates for deskside equipment such as Cisco phones; Install and manage Spyware/Malware tools; Install and support Market Data Feeds, Bloomberg, Thomson Reuters, ICE, Fidessa, Redi+, Fidessa and Global Relay; Provide first level network support and troubleshooting for both wireless and wired configurations; Basic understanding of Active Directory at the Organization Unit level; Troubleshoot Cisco Phone systems / Video conference; Document, triage, investigate, and resolve issues reported to the Service Desk; Work closely with other teams within the technology department to understand the impact and root cause of issues

Requirements

Minimum 2-4 years of general IT Support with extensive customer-facing experience; Experience with incident management/ticketing system like ServiceNow; Proficiency in current protocols, operating systems and standards including Windows 10, Windows 11, Microsoft/Office 365; Experience with System Center Configuration Manager/Endpoint Manager; Experience with patch management and application deployment; Expertise troubleshooting, resolving, and supporting desktops, laptops, applications, hard phones and WIFI devices; Ability to thrive in a fast-paced environment and work effectively under pressure; Experience providing ongoing support to C-suite executives; High school degree required; Must be willing to get MS900 certification; Must be authorized to work full time in the U.S.

Nice to have

Experience with trading desk support; Experience working in a similar role at a brokerage firm, private equity, hedge fund, asset management firm, or investment bank; College degree strongly preferred

Benefits

Competitive compensation and benefits package