VIP Front-Office Desktop Support Specialist

TechDigital Group; Atlanta (GA); Sur place; USD 60 000 - 70 000; Plein temps

Résumé du poste

TechDigital Group is seeking an IT Desktop Support Specialist in Atlanta, GA, specializing in front-office support for financial services. The successful candidate will assist portfolio managers and traders with desktop and endpoint issues, ensuring swift resolutions in fast-paced environments.

The role requires 4-8 years of experience in desktop support, ideally in asset management. Strong communication skills and technical expertise are crucial for success. Flexibility on the compensation rate, targeting $31.51/hr for the right candidate.

Qualifications

• 4-8 years in IT Desktop Support or Trade Floor Support within Asset Management.
• Experience supporting portfolio managers and traders.
• Exposure to time-critical environments.

Responsabilités

• Provide dedicated on-site desktop support for front-office users.
• Deliver desk-side support during market hours.
• Manage incidents via ITSM tools like ServiceNow or Jira.

Connaissances

Strong Windows desktop and endpoint support expertise

Multi-monitor and high-performance workstation setup

Basic infrastructure knowledge: Active Directory, VPN, Networking

Outils

ServiceNow

Jira

Description du poste

Role Expectations:
• White glove support is required
• Bloomberg exposure is nice to have but not required (support only, not building)
• Trade floor experience is not required
• Majority of the role is standard desktop/laptop support (hardware troubleshooting, monitors, cabling, etc.)
• Targeting 2–4 years of experience
• There is some flexibility on rate, however the hiring team will prioritize candidates aligned to the $31.51/hr max rate.

Top Skills:
1. Strong Windows desktop and endpoint support expertise
2. Multi-monitor and high-performance workstation setup
3. Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI

Key Responsibilities:
Service Delivery & Field Service Operations
• 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 for 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 optimized 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 prioritization 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