Engineer, Desktop Support

ROLE OVERVIEW

In the role of Desktop Support Engineer, the employee responsibilities will include:
Global end-user and desktop support in a fast-paced environment (includes all offices, remote and executive leadership support)
Office 365 applications and Windows 10/11 operating system support
Microsoft Active Directory and Office 365 Exchange Online management
Citrix Cloud/Microsoft Azure VDA/VDI platform management and support
HP Workstation, HP Thin Client, Lenovo laptop management and support
Cisco VoIP phones, Cisco Webex, Cisco Unified CM and Cisco Unity Connection Administration
Mobile device (iOS, Android) support managed through MDM platform (MobileIron and Microsoft Intune)
Supporting video conferencing systems (Zoom, Neat, Poly)
Supporting Market Data Applications (Bloomberg Anywhere/Terminal, etc.)
Basic Network troubleshooting (DNS, DHCP, Network slowdowns, remote VPN/VDI connectivity problems, etc.)
Consistently logging and monitoring service tickets to ensure fast, thorough resolution and documentation of every issue through JIRA Service Desk
Office moves and build outs
Device inventory and asset management
Employee onboarding/offboarding

QUALIFICATIONS & REQUIREMENTS:

In order to effectively represent the Company and communicate with clients, the employee must be someone who has:
3-5 years desktop support experience at hedge fund or investment advisor
Exceptional customer service with strong written and oral communication skills
Strong drive and passion for technology and self-development
Subject matter expert in business areas or technical disciplines
Strong problem-solving skills, high attention to detail and quick to learn both user and system environments
Proven ability to work independently and multi-task through complex or emerging problems and issues
Ability to seek information and collaborate with colleagues to improve outcomes or deliverables
Good judgement in escalating issues, seeking information and assistance from management as well as evaluating requests to ensure directives are understood before setting a course of action
Keen attention to detail, with commitment to follow through and follow-up
Extensive understanding of desktop support standards and best practices including related hardware and software
Experience supporting mobile devices, remote users and troubleshooting remote VPN/VDI connections
Knowledge of PowerShell, scripting, automation, and packaging (Microsoft System Center Configuration Manager) is a plus
Travel may be required across all office locations for coverage and/or initiatives
Responsive to client requests, provides solutions to meet their needs and accountable for team's deliverables
Offers solutions and considers creative alternatives in addressing business issues or needs
Identify and enforce processes and procedures to ensure that deliverables comply with relevant business requirements
Maintain working partnerships with relevant Investment and Non-Investment stakeholders and execute efficiently on responsibilities which include establishing priorities, setting accurate timelines, agreeing success criteria, and communicating progress effectively and transparently