Helpdesk/Desktop Support Engineer
Akaasa Technologies
Required Candidate Location: Los Angeles, CA (Brentwood) 3 Days a Week - NO RELOCATION
Job Description:
Help Desk Engineer (Level 1 / Level 2 Support) Capital Markets & Trade Floor
Position Overview
We are seeking a Help Desk Engineer with experience supporting users. The ideal candidate will provide Level 1 and Level 2 technical support to traders, portfolio managers, sales teams, research analysts, and other business users in a fast-paced financial services environment.
This role requires strong troubleshooting skills, excellent customer service, and the ability to resolve issues impacting mission-critical trading applications, market data platforms, and end-user computing environments.
Key Responsibilities
End User Support
- Provide Level 1 and Level 2 technical support
- Respond to incidents and service requests through ticketing systems, phone, chat, and in-person support.
- Troubleshoot hardware, software, networking, and application-related issues.
- Support senior executives, traders, sales teams, portfolio managers, analysts, and operations personnel.
Desktop & Infrastructure Support
- Install, configure, and support Windows 10/11 workstations and virtual desktop environments.
- Manage user accounts, permissions, and access using Active Directory and Microsoft Entra ID (Azure AD).
- Support Microsoft Office 365, Teams, Outlook, OneDrive, and SharePoint.
- Configure and troubleshoot printers, mobile devices, docking stations, and peripheral equipment.
- Support Citrix, VPN, and remote access technologies.
Incident & Problem Management
- Monitor and prioritize incidents impacting trading and business operations.
- Participate in major incident management during market hours.
- Document troubleshooting procedures and resolutions in the knowledge base.
- Ensure adherence to SLA and KPI targets.
- Provide timely communication and updates to business users and management.
Trade Floor Support
- Provide white-glove support in high-pressure trading floor environments.
- Support trader desktop setups, multiple-monitor configurations, and market data workstations.
- Assist with desk moves, hardware refreshes, and onboarding activities.
- Ensure minimal disruption to trading activities during issue resolution.
Collaboration & Continuous Improvement
- Work closely with Infrastructure, Network, Security, Application Support, and Vendor teams.
- Identify recurring issues and recommend process improvements.
- Participate in technology upgrades, migrations, and deployment projects.
Required Qualifications
- 6+ years of Help Desk, Desktop Support, or Technical Support experience.
- Strong knowledge of Windows desktop operating systems.
- Experience with Active Directory, Microsoft 365, and Exchange/Outlook.
- Experience supporting Bloomberg, Refinitiv, FactSet, or similar financial applications.
- Understanding of ITIL-based incident and service management processes.
- Experience with ServiceNow, Jira, Remedy, or similar ticketing systems.
- Excellent troubleshooting and customer service skills.
- Strong verbal and written communication skills.
- Experience with PowerShell scripting and automation.
- ITIL Foundation certification.
- Microsoft, CompTIA, or relevant technical certifications.
Technical Environment
- Windows 10/11
- Microsoft 365
- Active Directory / Entra ID
- ServiceNow
- Bloomberg Terminal
- Refinitiv / Eikon
- FactSet
- Citrix
- VPN Technologies
- Multi-Monitor Trading Workstations
- Microsoft Teams
- Exchange Online
- Remote Support Tools
Key Skills
- Trade Floor Support
- Capital Markets Support
- Front Office Technology
- Desktop Support
- Incident Management
- Trading Applications
- Market Data Platforms
- Customer Service
- Troubleshooting
- Active Directory
- Microsoft 365
- Bloomberg Support
- ServiceNow
Vacancy posted 2 days ago
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