Desktop Support Engineer

Role: Deskside Support Engineer (L1/L2)

Location: Boston, MA 02110

Pay Rate: $20-22/HR on W2 All inclusive.

Experience

• 4–8 years of IT Desktop Support or Trade Floor Support experience within Asset Management or Financial Services.
• Experience supporting portfolio managers, traders, research analysts, and investment teams.
• Experience working in time-sensitive, market-driven environments.

Technical Skills

• Strong Windows desktop and endpoint support.
• Experience with multi-monitor and high-performance workstation setups.
• Knowledge of market data platforms such as Bloomberg, Refinitiv, and FactSet.
• Familiarity with Aladdin, OMS, and EMS platforms.
• Basic knowledge of Active Directory, VPN, Networking, Citrix, and VDI.
• Experience with ServiceNow, Jira, or similar ITSM tools.

Key Responsibilities

Service Delivery & Field Support

• Provide on-site desktop support for front-office users including portfolio managers, traders, and research teams.
• Support business-critical incidents during market hours.
• Take ownership of issues through to resolution.
• Coordinate with infrastructure and application support teams.
• Support onboarding and end-user setup activities.

VIP & Front Office Support

• Deliver white-glove support to senior stakeholders.
• Prioritize issues affecting market data, trading, pricing, and order execution systems.

ITSM & Incident Management

• Manage incidents and service requests using ServiceNow or Jira.
• Ensure SLA compliance and accurate ticket documentation.
• Follow ITIL-based incident and problem management processes.

End-User Technology Support

• Install, configure, and troubleshoot Windows laptops and desktops.
• Support multi-monitor setups, trading floor technology, voice systems, and collaboration tools.
• Manage mobile devices and secure remote-access endpoints.
• Support Citrix, VDI, and terminal environments.

Investment Applications Support

• Provide L1 support for:
• Bloomberg
• Refinitiv (Reuters)
• FactSet
• Aladdin
• OMS/EMS platforms
• Support Microsoft 365 and collaboration tools.

Stakeholder Management

• Communicate effectively with business users during critical incidents.
• Provide real-time updates and maintain strong user relationships.
• Ensure high levels of customer satisfaction.

Continuous Improvement

• Reduce recurring incidents and improve first-time resolution rates.
• Maintain knowledge base documentation.
• Support process improvements aligned with asset management operations.

GenAI & Automation

• Utilize AI-powered tools for ticket triage and knowledge recommendations.
• Support automation for asset tracking and service reporting.
• Drive adoption of AI-enabled deskside support solutions.

Soft Skills

• Strong stakeholder management and customer service skills.
• Excellent communication and problem-solving abilities.
• Ability to work under pressure in fast-paced financial environments.
• High ownership, accountability, and attention to detail.