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Skills

Computer Hardware
Acceptance Testing
Microsoft Outlook
Database

Summary

Title : Desktop Support Engineer L3

Location : Chicago, IL 60606(Onsite)

Duration – Contract

Essential Duties and Responsibilities

Provide expert-level 1st and 2nd line desktop support in a high-paced trading environment, serving as an escalation point for complex technical issues.
Deliver support for desktops, laptops, mobile devices, AV systems, and local/network printers, including installation, configuration, and troubleshooting.
Collaborate with remote network engineering teams to resolve network-related issues (connectivity, performance, configuration) and act as senior local hands for network troubleshooting and maintenance.
Maintain familiarity with office network topology, network closets, and demarcation points; assist with implementing fixes on network devices such as switches, routers, firewalls, wireless access points under remote guidance.
Utilize network monitoring tools to analyze traffic, identify bottlenecks, and ensure optimal performance.
Participate in IT projects including network upgrades, AV deployments, system refreshes, and application rollouts; complete required training and documentation for new deployments.
Conduct Operational and User Acceptance Testing for new applications and systems.
Ensure all tickets are logged, updated, and maintained in ServiceNow (SNOW) with high quality and accuracy.
Assist in determining severity 1 and 2 incidents, aid during major incidents, and participate in post-incident reviews.
Identify root causes for recurring IT problems to improve service quality and reduce call volumes.
Document solutions, create and maintain knowledge base articles, and contribute to technical documentation including network diagrams.
Maintain confidentiality, integrity, and availability of data associated with applications and services.
Ensure all changes to PC hardware and network assets are tracked in the asset database.
Perform preventative maintenance and coordinate with OEMs for AV and network equipment.
Adhere to security, regulatory, and compliance policies affecting Trading Operations Support (e.g., MRL, Compliance).
Maintain effective working relationships with other support teams, service providers, and business representatives; act as a conduit for IT initiatives aimed at enhancing customer experience.
Communicate relevant information clearly and effectively to team members and stakeholders.
Observe Health and Safety requirements at all times.

Skills and Abilities

Strong troubleshooting skills for IT problem analysis, diagnosis, and resolution.
Demonstrable experience recording, analyzing, and managing resolutions in line with SLAs while managing user expectations.
Strong experience with Trade Floor technologies, including market data, trader voice, and trading applications.
Ability to work effectively within a team and maintain a professional demeanor.
Highly customer-focused with strong communication skills (articulate, methodical).
Strong sense of urgency and understanding of the trading environment.
Outstanding documentation skills and ability to create clear technical instructions.
Experience working in a managed desktop environment with lockdown controls.
Familiarity with industry-standard compliance requirements (FCA, SOX, Dodd-Frank).
Technical proficiency in:

Windows 10/11 and Active Directory
O365 Office productivity suite
Corporate messaging (Outlook/Exchange), instant messaging (MS Teams, ICE Chat, Vantage)
LAN and remote access services (VPN)
High-tech meeting rooms (video conferencing, telepresence, wireless networks)
Unified document capture and production systems (printers, scanners, fax)

Ability to interpret and create network diagrams and technical documentation.

Expertise

5+ years’ experience providing desktop support in a Trade Floor environment.
5+ years supporting Trade Floor PC builds and compliance controls.
Experience in oil and gas industry preferred.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10469220
Position Id: 1654673BR
Posted 9 hours ago

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Desktop Support Engineer L3

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Desktop Support Engineer L3

Job Details

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Summary

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