Senior Advanced Technology Support Analyst

Trading Floor Technology | Bloomberg | FactSet | CRIMS | VIP Support

Location: San Francisco, CA
Work Arrangement: Hybrid – 3 Days Onsite Per Week
Employment Type: W2 Contract
Industry: Financial Services / Investment Management / Financial Technology
Experience: 3+ Years Required | 5+ Years Preferred
Openings: 1

CRITICAL SKILLS – MUST-HAVE EXPERIENCE

We are looking for an experienced IT Support professional with hands-on experience supporting financial services and trading technology environments.

The following experience is particularly important:

• Bloomberg: Bloomberg Terminal, desktop components, peripherals, keyboards, and application connectivity.

• FactSet: Hands-on FactSet application and end-user support.

• CRIMS: Charles River Investment Management Solution support.

• Trading Floor Technology: Multi-monitor trading workstations, specialized trading hardware, market-data platforms, and investment applications.

• VIP & Executive Support: Advanced technical support for senior executives and high-priority users.

• Enterprise IT Support: Advanced troubleshooting across Windows, macOS, hardware, software, networks, and enterprise applications.

Candidates with direct experience supporting Bloomberg, FactSet, and CRIMS within financial services, investment banking, or asset management environments are strongly preferred.

PROJECT OVERVIEW

We are seeking a Senior Advanced Technology Support Analyst to provide advanced technical support to employees within a complex, fast-paced enterprise financial services environment.

The selected consultant will serve as a key technical point of contact, resolving complex hardware and software issues, managing escalations, and ensuring reliable technology operations.

This role involves supporting specialized investment and trading technology, assisting VIP and executive users, mentoring junior IT support specialists, and coordinating technology-related projects.

The ideal candidate combines strong technical troubleshooting capabilities with financial technology support experience, excellent customer service, documentation skills, and the ability to manage multiple priorities.

KEY RESPONSIBILITIES

1. Advanced Technical Support & Troubleshooting

• Deliver high-quality technical support and customer service in a fast-paced environment.

• Troubleshoot and resolve escalated hardware, software, operating system, network configuration, and application-related issues.

• Support Windows and macOS operating systems, Microsoft Office applications, and enterprise software.

• Diagnose complex technical issues and ensure timely resolution.

2. Financial & Trading Technology Support

• Provide technical support for Bloomberg terminals, FactSet, Charles River Investment Management Solution (CRIMS), and other investment and trading platforms.

• Troubleshoot Bloomberg desktop components, peripherals, keyboards, and application connectivity.

• Support trading workstations, multi-monitor configurations, specialized keyboards, peripherals, and trading-floor equipment.

• Support market-data platforms, order-management systems, and investment applications.

3. VIP & Executive Technology Support

• Provide advanced technical assistance to VIP users and senior executives.

• Handle high-priority escalations with professionalism and urgency.

• Ensure minimal disruption to business-critical technology operations.

4. Hardware, Software & Infrastructure Support

• Support enterprise hardware, software, operating systems, peripherals, and network configurations.

• Assist with hardware and software evaluations.

• Recommend infrastructure upgrades and technology improvements.

• Support mobile device management, iOS devices, and iPads.

5. Technical Leadership & Mentoring

• Coach and guide junior IT User Support Specialists.

• Assist team members with complex technical issues and escalations.

• Share technical knowledge and promote effective troubleshooting practices.

6. Documentation & End-User Training

• Develop technical documentation, knowledge articles, and support procedures.

• Provide end-user training and guidance.

• Maintain accurate support documentation and operational records.

7. ITIL & Service Management

• Follow ITIL-based change, incident, problem, and asset management processes.

• Support service management activities and ensure proper documentation of technical issues.

• Coordinate escalations and follow established operational procedures.

8. Technology Projects & Deployments

• Manage small-scale technology projects from initial assessment through implementation.

• Coordinate technology deployments, office relocations, workstation refreshes, and trading-floor projects.

• Prepare project updates, status reports, operational reports, and performance analytics.

REQUIRED QUALIFICATIONS

• 3+ years of relevant IT or technology support experience required; 5+ years preferred.

• Experience troubleshooting Bloomberg technology, including desktop components, peripherals, keyboards, and application connectivity.

• Hands-on experience supporting FactSet.

• Experience with CRIMS (Charles River Investment Management Solution).

• Experience supporting trading technology, market-data platforms, order-management systems, and investment applications.

• Experience supporting multi-monitor trading workstations and specialized trading-floor equipment.

• Experience with mobile device management and iOS/iPad support.

• Experience providing advanced technical support to VIP and executive users.

• Strong troubleshooting skills across hardware, software, operating systems, networks, and enterprise applications.

• Ability to create technical documentation, knowledge articles, and end-user training materials.

• Experience coordinating technology deployments, office moves, workstation refreshes, or trading-floor projects.

TECHNICAL SKILLS

Financial & Trading Technology

• Bloomberg Terminal and Bloomberg Desktop Support

• FactSet

• CRIMS / Charles River Investment Management Solution

• Trading Technology and Investment Applications

• Market-Data Platforms

• Order-Management Systems

End-User Computing & Enterprise Support

• Windows and macOS Troubleshooting

• Microsoft Office Suite

• Advanced Microsoft Excel

• Microsoft Copilot / Microsoft 365 Copilot

• Multi-Monitor Trading Workstations

• Mobile Device Management (MDM)

• iOS / iPad Support

IT Service Management

• ITIL Change Management

• Incident Management

• Problem Management

• Asset Management

• Hardware, Software, Network, and Application Troubleshooting

PROFESSIONAL SKILLS

• Excellent customer service and user-interaction skills.

• Strong analytical and problem-solving abilities.

• Ability to handle complex technical escalations.

• Effective communication and end-user training skills.

• Ability to mentor and guide junior team members.

• Strong documentation and reporting capabilities.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong coordination and project management skills.

PREFERRED CERTIFICATIONS

• Microsoft 365

• Microsoft Azure

• ITIL

• CompTIA A+

• CompTIA Network+

• Other relevant technical certifications.

EDUCATION & ADDITIONAL REQUIREMENTS

• University degree preferred.

• Minimum 3 years of relevant work experience; 5+ years preferred.

• Career Level: 7IC.

• Physical Requirements: Heavy Work.

• Travel: Not required.

• Work Arrangement: Must be available onsite in San Francisco, CA, 3 days per week.

IDEAL CANDIDATE PROFILE

The strongest candidates will have experience supporting financial services technology environments, particularly trading floors, investment management teams, or institutional financial operations.

Candidates with hands-on Bloomberg, FactSet, and CRIMS experience, combined with VIP support, advanced desktop troubleshooting, and trading workstation support, will be highly relevant.

General Help Desk or Desktop Support experience without financial trading technology exposure will not be sufficient for this opportunity.