Desktop Support

TechDigital Group; Wilmington (DE); Sur place; USD 60 000 - 85 000; Plein temps

Résumé du poste

TechDigital Group in Wilmington, Delaware is seeking an experienced IT Desktop Support professional to provide dedicated support for front-office users, including portfolio managers and traders. In this role, you will ensure minimal disruption to trading activities while managing incidents related to market-sensitive environments.

The ideal candidate has 4–8 years of experience in IT support, proficiency in ITSM tools like ServiceNow or Jira, and strong knowledge of desktop systems, including Windows and relevant market data platforms.

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.
• Exposure to market-sensitive, time-critical environments.

Responsabilités

• Provide dedicated on-site desktop support for front-office users.
• Ensure minimal disruption during market hours.
• Take end-to-end ownership of issues.
• Coordinate with cross-functional IT teams for issue resolution.
• Support back-office users during onboarding.

Connaissances

Strong Windows desktop and endpoint support expertise

Multi-monitor and high-performance workstation setup

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

Outils

ITSM tools such as ServiceNow, Jira

Market data platforms (Bloomberg, Refinitiv, FactSet)

Description du poste

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