Desktop Support Specialist

Location: New YorkDepartment: TechnologyExperience Level: Experience ProfessionalsContact: Elizabeth DennehyJob ID: REQ8438OverviewA global investment firm is seeking a motivated, service-oriented Desktop Support Engineer to provide high-quality end-user technology support in a fast-paced enterprise environment. This role supports employees across global offices, remote users, and senior leadership.The ideal candidate has 3–5 years of hands-on desktop support experience in a Windows-centric environment; demonstrates strong troubleshooting, communication, and customer-service skills; and takes ownership of issues through resolution. Experience in financial services and familiarity with financial-market applications are preferred.ResponsibilitiesProvide responsive, in-person end-user and desktop support for employees in the New York office, as well as remote users and executive leadership.Support Microsoft Windows 10 and Windows 11, Microsoft 365 applications, and common productivity and collaboration tools.Assist with user account administration, access requests, password resets, distribution groups, and Microsoft 365 services, following established procedures.Escalate identity, access, and infrastructure issues to the appropriate Infrastructure, Information Security, or Application Support teams.Support and troubleshoot Citrix Cloud/Citrix DaaS, Azure Virtual Desktop, and other virtual desktop environments, as applicable.Deploy, configure, maintain, and troubleshoot HP workstations and thin clients, Lenovo and MS Surface laptops, monitors, peripherals, and other end-user hardware.Support Cisco collaboration technologies, including Cisco IP phones, Webex, Unified Communications Manager, and Unity Connection.Support corporate mobile devices, including iOS and Android devices managed through Microsoft Intune.Support conference-room and video-conferencing technologies, including Zoom, Teams, Neat, Poly, Yealink and associated room peripherals.Install, configure, and support market-data and financial applications, including Bloomberg Terminal, Bloomberg Anywhere, and other approved business applications.Perform first-line troubleshooting for endpoint, connectivity, and access issues, including DNS, DHCP, VPN, Wi-Fi, and VDI-related problems.Log, prioritize, document, and track incidents and service requests in Jira Service Management, ensuring timely communication, resolution, and appropriate escalation.Maintain accurate device inventory, asset records, and hardware lifecycle documentation.Support employee onboarding, offboarding, office moves, desk setups, and office buildout initiatives.Follow established desktop support procedures, security standards, and documentation requirements.Identify recurring issues and raise opportunities for process improvement, automation, standardization, and knowledge-base documentation.Participate in occasional after-hours, weekend, and holiday support for business-critical incidents, maintenance windows, office moves, executive support, and technology initiatives.Travel to other office locations as needed to support coverage, projects, and office initiatives.Qualifications and RequirementsRequired3–5 years of hands-on desktop or end-user support experience in a corporate environment.Experience supporting Windows 10/11, Microsoft 365 applications, and enterprise endpoint hardware.Familiarity with Active Directory, Microsoft 365, Exchange Online, and basic user-access troubleshooting.Experience supporting remote users and troubleshooting VPN, Wi-Fi, and virtual desktop connectivity issues.Experience supporting mobile devices, including iOS and Android, in an enterprise-managed environment.Strong troubleshooting and problem-solving skills, with the ability to prioritize and manage multiple requests in a fast-paced environment.Excellent written and verbal communication skills, with a professional and customer-focused approach.Strong attention to detail, ownership mindset, and commitment to follow-through.Ability to work independently while collaborating effectively with global technology teams.Ability to document issues, resolutions, and standard operating procedures clearly and consistently.Ability to work fully onsite from the New York office.PreferredExperience supporting users in financial services, trading, asset management, or another high-availability environment.Familiarity with market-data applications, including Bloomberg Terminal or Bloomberg Anywhere.Exposure to Citrix DaaS/Citrix Cloud, Azure Virtual Desktop, or similar VDI platforms.Familiarity with Microsoft Intune, Windows Autopilot, endpoint provisioning, application deployment, and device lifecycle management.Basic knowledge of PowerShell, scripting, automation, and endpoint packaging/deployment tools, including Microsoft Configuration Manager (ConfigMgr/MECM).Familiarity with Cisco collaboration tools, video-conferencing systems, and conference-room technology.Relevant technical certifications, such as CompTIA A+, ITIL Foundation, Microsoft Endpoint Administrator, or Citrix certifications.