Desktop Support Specialist

Location: Chicago, IL Job Summary Provide expert-level 1st and 2nd line desktop support within a high-paced trading environment. Serve as an escalation point for complex technical issues, support trade floor technologies, collaborate with network engineering teams, and contribute to IT projects, incident management, and operational excellence. Key Responsibilities Provide expert-level 1st and 2nd line desktop support in a fast-paced trading environment. Act as an escalation point for complex technical issues. Support desktops, laptops, mobile devices, AV systems, and local/network printers, including installation, configuration, and troubleshooting. Collaborate with remote network engineering teams to resolve connectivity, performance, and configuration issues. Perform senior local hands support for network troubleshooting and maintenance. Maintain familiarity with office network topology, network closets, and demarcation points. Assist with implementation of fixes on switches, routers, firewalls, and wireless access points under remote guidance. Utilize network monitoring tools to analyze traffic, identify bottlenecks, and optimize performance. Participate in IT projects including network upgrades, AV deployments, system refreshes, and application rollouts. Complete required training and documentation for new deployments. Conduct Operational Testing (OT) and User Acceptance Testing (UAT) for new applications and systems. Ensure all incidents and requests are accurately logged, updated, and maintained in ServiceNow (SNOW). Assist in determining Severity 1 and Severity 2 incidents and participate in major incident response and post-incident reviews. Identify root causes for recurring IT issues and implement improvements. Create and maintain knowledge base articles, technical documentation, and network diagrams. Maintain confidentiality, integrity, and availability of application and service data. Track all PC hardware and network asset changes within the asset database. Perform preventive maintenance and coordinate with OEMs for AV and network equipment. Adhere to security, regulatory, and compliance requirements affecting Trading Operations Support. Build effective relationships with support teams, service providers, and business stakeholders. Communicate technical and operational information clearly to team members and stakeholders. Follow all Health and Safety requirements. Required Skills Strong troubleshooting skills for analysis, diagnosis, and resolution of IT issues. Experience recording, analyzing, and managing resolutions in accordance with SLAs. Experience supporting Trade Floor technologies, including: Trading applications Strong communication skills with a methodical and professional approach. Ability to work effectively within a team environment. Strong sense of urgency and understanding of trading floor operations. Excellent documentation and technical writing skills. Experience working in managed desktop environments with lockdown controls. Familiarity with FCA, SOX, Dodd-Frank, and other industry compliance requirements. Ability to interpret and create network diagrams and technical documentation. Preferred Skills Experience in the Oil & Gas industry. Qualifications Experience providing desktop support within a Trade Floor environment. Experience supporting Trade Floor PC builds and compliance controls. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law. #J-18808-Ljbffr Galent