Desktop Support Engineer

Desktop Support EngineerLocation: New York, NY, United States_ Hybrid 3 days onsite/weekDuration: 12+months extendable contractJob Description:This role is for a technologist who is genuinely curious. Much of the value of the team comes from noticing something that does not look right in the data and then choosing to pursue it - correlating device timelines, comparing populations, testing a hypothesis and working the problem until the underlying cause is understood. Alerts and dashboards will tell you where to look, but they will not tell you what is actually wrong. That part is yours.The work is highly visible and directly measurable. Findings from this team drive fixes with engineering partners, targeted user campaigns, self-healing automations and real-time impact analysis during change events. You will be expected to translate technical detail into clear business impact for regional and global stakeholders, and to be comfortable owning an issue from first signal to documented resolution.Your ResponsibilitiesProvide continuous, proactive monitoring of the enterprise desktop environment - desktops, laptops and virtual desktop infrastructure - as part of a follow-the-sun modelDetect anomalies through trend, threshold and behavioral change analysis before users are impactedValidate alerts, assess business impact, and select the correct intervention: a targeted user campaign, a self-healing action, or an engineering escalationDeep dive into discovered issues rather than closing them at the symptom, documenting the underlying cause and the evidence behind itIdentify trends, recurring issues and systemic weaknesses in the desktop estate and raise them with the appropriate ownersProduce standardized handoff notes before every regional shift transitionRecord and document outcomes so that events feed trend tracking and future learningsPartner with Service Desk, Workplace Technology Engineering, Incident Management and Resolution, Change Management and Production Assurance on triage, data-backed fixes, outage resolution and real-time change impact analysisOwn regional and global reporting, including the monthly executive review of the top experience degradations and the actions takenContribute to the weekly global digital experience sync covering trends, emerging risks and automation winsQualificationsBachelor's degree and/or 5+ years of experience in end-user computing, desktop engineering or technology operationsHands-on experience with digital experience monitoring platforms; direct Nexthink experience strongly preferredWe are looking for people who are curious, self-directed, self-motivated and highly reliable. Many of the issues we face are unique and complex and require creative thinking, perseverance, patience and a willingness to ask questions in order to arrive at a solutionStrong analytical skills, with the ability to work across large data sets and recognize patterns that are not yet obviousMaturity to execute job functions with minimal guidance, and the judgment to know when to escalateVery strong verbal and written English communication skills, including the ability to translate complex technical problems for senior stakeholdersExperience in a fast-paced financial services or comparable enterprise environment preferredEnjoy working as part of a global team and independently, across time zones and regional handoffsRequired Technical SkillsNexthink - Finder, Portal, Act, remote actions and campaignsWindows Desktop (Windows 10/11) troubleshooting and administrationmacOS endpoint supportVirtual desktop infrastructure (VDI)Active DirectoryPowerShell scripting; Python or an equivalent language an advantageQuery construction and data analysis for reporting and investigationSysinternals toolsEnterprise operations tooling such as Splunk, Wireshark or ExtraHopReporting and visualization tools for executive and stakeholder dashboards