Desktop Support Technician

Insight Global; Village of Depew (NY); In loco; USD 65.000 - 95.000; Tempo pieno

Descrizione del lavoro

Insight Global is seeking a Desktop Support Technician to deliver high-touch end-user support for Managing Directors and senior business users in a fast-paced financial services setting.

The role emphasizes clear communication, timely updates, and the ability to translate technical issues for non-technical stakeholders while partnering with IT teams on complex incidents.

Competenze

• Experience in banking/financial services environments is required.
• Ability to translate complex issues into business language for senior staff.
• Strong communication, customer-service mindset, and incident ownership.
• Experience supporting executive or VIP users.
• Experience with enterprise hardware refreshes and OS upgrades.

Mansioni

• Provide hands-on desktop and end-user support for senior users across business areas.
• Communicate with senior stakeholders and provide timely updates.
• Diagnose and resolve hardware, software, connectivity, and authentication issues.
• Support Windows 11, macOS, Microsoft 365, Outlook/Exchange Online, Teams, Zoom, VPN.
• Maintain end-to-end incident ownership and document in ServiceNow.
• Assist with Executive Technology Services and AV support for meetings.
• Collaborate with cross-functional teams to resolve complex issues.

Conoscenze

Desktop support

Executive/VIP support

Communication skills

Windows/macOS troubleshooting

Microsoft 365/Outlook/Teams/Zoom

ITSM (ServiceNow)

Intune/iOS/Android management

Strumenti

ServiceNow

Intune

Microsoft 365

Bloomberg Terminal

FactSet

Descrizione del lavoro

Job Description

Role Purpose

The Desktop Support Technician provides high-touch technology support to Managing Directors, senior business users, Executive Assistants, and other Premier-supported colleagues within a fast-paced financial-services environment.

The role requires strong technical troubleshooting, exceptional communication skills, excellent customer service, and the ability to independently resolve business-critical technology issues. The successful candidate must be able to communicate clearly with senior stakeholders, explain technical issues in simple terms, provide timely status updates, and maintain a calm, professional approach during high-visibility incidents. Prior experience supporting users within banking, investment banking, trading, asset management, research, or a comparable financial institution is required.

Key Responsibilities

• Provide hands-on desktop and end-user support for senior users across Global Banking, Asset Management, Research, and other business areas.
• Communicate clearly and professionally with senior stakeholders, providing timely updates, setting expectations, and ensuring users remain informed through resolution.
• Translate technical issues into concise, business-friendly language for non-technical users.
• Diagnose and resolve hardware, software, connectivity, authentication, mobile-device, and application-related issues.
• Support Windows 11 and macOS, Microsoft 365, Outlook/Exchange Online, Teams, Zoom, VPN, remote-access solutions, and other corporate applications.
• Support financial market-data and research platforms, including Bloomberg Terminal, Bloomberg peripherals and Excel integration, FactSet Workstation, and FactSet Office/Excel integration.
• Support iOS and Android devices managed through Microsoft Intune, including enrollment, compliance, application deployment, authentication, conditional access, Microsoft Authenticator, and Microsoft 365 mobile applications.
• Configure, deploy, replace, and maintain laptops, desktops, monitors, docking stations, mobile devices, and related peripherals.
• Maintain end-to-end ownership of incidents and requests, including clear communication, follow-up, and accurate ServiceNow documentation.
• Participate in hardware evergreen, Windows 11 and macOS upgrades, Intune mobile migrations, application deployments, onboarding, and other technology initiatives.
• Assist with Executive Technology Services and Audio/Visual support for meetings, presentations, board meetings, town halls, and other business events.
• Collaborate effectively with application, engineering, mobility, market-data, and global support teams to resolve complex or recurring issues.
• Follow established technology, security, operational-risk, change-management, and asset-management processes.

Working Environment

This is an office-based role supporting users at the assigned location. The position operates in a fast-paced financial-services environment where technology issues may have immediate business impact. The standard shift for this position is 10:00 AM–6:00 PM, supporting the team’s overall onsite coverage of 7:00 AM–6:00 PM. Flexibility in onsite working hours is required based on business needs, team coverage, executive support requirements, events, migrations, technology changes, or other project activities. Occasional early-morning or after-hours support may also be required.

Skills and Requirements

• Strong desktop/end-user support experience within banking, financial services, trading, investment banking, asset management, or a comparable regulated financial environment.
• Excellent verbal and written communication skills are essential, with demonstrated ability to communicate confidently and professionally with senior executives, Managing Directors, and other high-profile users.
• Ability to explain technical issues in clear, non-technical language and provide concise, accurate status updates during incidents.
• Strong interpersonal skills, customer-service mindset, and the ability to build trusted relationships with business users.
• Ability to remain calm, professional, and responsive during urgent or high-visibility technology issues.
• Experience supporting senior executives, Managing Directors, front-office users, or other high-touch customer groups.
• Strong knowledge of Windows 11 and macOS administration and troubleshooting.
• Hands-on experience supporting Microsoft 365, Outlook, Teams, OneDrive, and Exchange Online.
• Experience supporting financial applications and market-data services, with Bloomberg and FactSet experience strongly required.
• Strong experience supporting Microsoft Intune-managed iOS and Android devices, including enrollment, compliance, authentication, application deployment, and troubleshooting.
• Experience supporting VPN, remote access, authentication, network connectivity, and virtual desktop environments.
• Experience using an IT service-management platform such as ServiceNow.
• Strong technical troubleshooting, organizational, and incident-ownership skills.
• Experience supporting Global Banking, Markets, Asset Management, or Research functions.
• Executive or VIP technology-support experience.
• Experience with enterprise hardware refreshes, operating-system upgrades, mobile-device migrations, and technology deployments.
• Experience supporting Zoom, Teams, conference-room, or Audio/Visual technology.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.