Desktop Support Engineer

The Desktop Support Consultant provides responsive, customer-focused technical support for employees across desktop, mobile, collaboration, and enterprise productivity platforms. This role is a primary point of contact for end-user technology support, ensuring incidents and service requests are resolved accurately, professionally, and in alignment with established service expectations.

The Desktop Support Consultant partners with Technology Services, Information Security, Networking, and Business Applications teams to troubleshoot issues, support technology initiatives, and improve the overall employee technology experience in a fast-paced financial services environment.

Essential Functions

Responsibilities include, but are not limited to:

• Provide Tier 1 and Tier 2 support through the ticketing system, phone, email, chat, and walk-up requests.

• Diagnose and resolve hardware, software, operating system, printing, mobile device, peripheral, and connectivity issues.

• Manage incidents and service requests according to established SLAs; prioritize, document, escalate, and communicate status appropriately.

• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, Microsoft Copilot, and related workplace productivity tools.

• Install, configure, maintain, and troubleshoot desktop applications, approved software packages, endpoint configurations, and workstation images.

• Configure and support laptops, desktops, mobile devices, docking stations, monitors, printers, and other end-user peripherals.

• Provision and support iPhone and iPad devices using approved Mobile Device Management (MDM) solutions.

• Participate in employee onboarding and offboarding, including account coordination, equipment deployment, and technology orientation.

• Support financial market data platforms and business applications such as Bloomberg, FactSet, CRD, Tradeweb, LSEG Workspace, and related add-ins.

• Provide audiovisual, conference room, Cisco IP telephony, IPC trading turret, and unified communications support.

• Maintain workstation security updates, endpoint health, asset inventory, software records, and license information.

• Perform server administration and troubleshooting, including Windows Server support, file/print services, access and permissions management, system monitoring, routine maintenance, and coordination with infrastructure teams for escalated server incidents.

• Support security-related operational activities, including account access reviews, endpoint protection alerts, phishing escalations, vulnerability remediation coordination, and adherence to security policies.

• Create and maintain knowledge articles, user guides, technical documentation, and support procedures.

• Coordinate with vendors and third-party support providers for hardware repairs and issue resolution.

• Identify opportunities to improve Service Desk processes, automation, knowledge management, and the end-user support experience.

• Contribute to technology deployments, hardware refreshes, office moves, business continuity activities, shift rotations, and after-hours support as required.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, a related field, or equivalent professional experience.

• Minimum of 3 years of desktop support, service desk, or end-user support experience in an enterprise Windows environment; financial services experience preferred.

• Hands-on experience administering Windows Server environments, Active Directory, Group Policy, access permissions, endpoint protection tools, and security-related incident escalation preferred.

• Strong customer service, relationship management, troubleshooting, analytical, documentation, and communication skills.

• Ability to prioritize multiple tasks, work independently and collaboratively, maintain attention to detail, and support occasional travel, shift rotations, and after-hours coverage.

• Preferred certifications include CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent industry-recognized credentials.