Desktop Support

TechDigital Group; Princeton (NJ); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Flexible working hours

Job summary

TechDigital Group is seeking an IT Desktop Support professional based in Princeton, New Jersey. You will provide dedicated desktop support for front-office users including portfolio managers and traders, ensuring minimal disruption during market hours.

The ideal candidate must possess 4–8 years of relevant experience in IT Desktop Support, with exposure to market-sensitive and time-critical environments. Proficiency in Windows desktop support and ITSM tools like ServiceNow is essential.

Qualifications

• 4–8 years in IT Desktop Support or Trade Floor Support within Asset Management or Financial Services.
• Experience supporting portfolio managers, traders, and research teams.
• Excellent problem-solving and decision-making skills.

Responsibilities

• Provide dedicated on-site desktop support for front-office users including portfolio managers and traders.
• Deliver desk-side support during market hours, ensuring minimal disruption.
• Support time-critical incidents aligned to market cycles.
• Coordinate with cross-functional IT teams for priority issue resolution.

Skills

Windows desktop and endpoint support expertise

Multi-monitor and high-performance workstation setup

Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI

Exposure to market-sensitive, time-critical environments

Good to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet)

Tools

ServiceNow

Jira

Job description

Top Skills

• Strong Windows desktop and endpoint support expertise
• Multi-monitor and high-performance workstation setup
• Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI

Key Responsibilities

• Provide dedicated on-site desktop support for front-office users including portfolio managers, traders, research analysts, and sales teams
• Deliver desk-side support during market hours, ensuring minimal disruption to portfolio decisions and trade execution
• Support time‑critical incidents aligned to market cycles
• Take end‑to‑end ownership of issues, ensuring rapid resolution in high‑pressure, revenue‑impacting situations
• Coordinate with cross‑functional IT teams for priority issue resolution
• Support back‑office users and new joiner onboarding process

Front Office & VIP Support

• Provide VIP/white‑glove support to senior stakeholders such as portfolio managers and fund managers
• Prioritise issues impacting market data feeds, order execution, and pricing systems

ITSM Process Excellence

• Manage incidents and service requests via tools such as ServiceNow or Jira with strict SLA adherence
• Ensure accurate ticket logging, categorisation (e.g., market data, trading, access), and resolution tracking
• Follow ITIL processes, with focus on incident prioritisation aligned to investment business impact

End‑User Technology & Trading Floor Support

• Install, configure, and troubleshoot Windows‑based laptops used in trading and portfolio management environments
• Support multi‑monitor configurations
• Support trading turrets/dealer boards, voice systems, and collaboration tools used for communication
• Manage mobile devices and secure endpoints used for remote portfolio access
• Provide support for VDI/Citrix or terminal environments used for secure access to investment platforms

Investment Applications & Market Data Support

Provide basic L1 support for investment management applications like:

• Bloomberg, Refinitiv (Reuters), FactSet, Aladdin (or similar platforms)
• Order Management Systems (OMS) / Execution Management Systems (EMS)
• Support Microsoft 365 and collaboration tools used for investment research and reporting

Stakeholder & Relationship Management

• Communicate clearly and effectively with front‑office and other end users, maintaining composure in high‑pressure scenarios
• Provide real‑time updates during critical incidents impacting portfolio or trading activities
• Build strong relationships with investment teams and operations stakeholders
• Ensure high user satisfaction through responsive and proactive support

Continuous Improvement & Operational Efficiency

• Identify opportunities to reduce repeat incidents impacting market data, trading, or reporting systems
• Improve first‑time fix rates for front‑office issues
• Maintain and contribute to existing knowledge bases
• Support process optimisation aligned to asset management workflows

GenAI Implementation

• Leverage AI‑driven tools for ticket triage, knowledge suggestions, and guided resolutions
• Use AI‑powered dispatch tools for optimised technician allocation
• Support automation in asset tracking and service reporting
• Drive adoption of AI‑enabled deskside support tools to improve user experience

Required Skills & Experience

• 4–8 years in IT Desktop Support or Trade Floor Support within Asset Management or Financial Services
• Experience supporting portfolio managers, traders, and research teams
• Exposure to market‑sensitive, time‑critical environments

Technical Skills

• Strong Windows desktop and endpoint support expertise
• Multi‑monitor and high‑performance workstation setup
• Good to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet etc.)
• Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin)
• Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI

Process & Tools

• ITSM tools such as ServiceNow, Jira or equivalent
• Incident prioritisation based on investment business impact
• Knowledge of SLA‑driven support in financial environments

Soft Skills

• Strong stakeholder engagement
• Ability to operate in high‑pressure, market‑driven environments
• Excellent problem‑solving and decision‑making skills
• Clear and confident communication under pressure
• High level of ownership, attention to detail, and accountability