Helpdesk/Desktop Support Engineer

Help Desk Engineer 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. 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 RIT Solutions