Service Desk Associate

We are seeking a passionate, creative Technology Support Analyst to help support and evolve the Firm’s global technology environment, with a strong focus on enhancing the end‑user experience. You will join a small, agile, and highly skilled team working with industry‑leading tools in a fast‑paced financial services organization. Our team is curious, proactive, and action‑oriented.

What You’ll Do

As a Technology Support Analyst, you will be a key member of the Global Service Desk. Your responsibilities will include:

• Providing Tier 1 and Tier 2 support across multiple channels—including in‑person, phone, email, instant messaging, and ticketing systems
• Supporting technology rollouts, facilitating user training sessions, and contributing to user‑experience initiatives
• Troubleshooting and resolving technical issues, escalating when appropriate
• Documenting new solutions and maintaining the Knowledge Database
• Delivering high‑quality support to senior stakeholders, occasionally outside the traditional office environment
• Staying current on emerging technologies and serving as a technology advocate within the firm
• Ensuring end‑user technology adheres to security and policy standards

This role requires independent thinking, strong collaboration skills, and the ability to operate effectively in a dynamic environment.

What We’re Looking For

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline
• 4+ years of IT support experience, including at least 2 years in financial services
• Strong understanding of IT principles, with the ability to explain technical concepts to diverse audiences, including senior leaders
• Ability to manage deadlines and remain composed under pressure
• Proactive, self‑motivated, and comfortable working independently or in teams
• Demonstrated discretion and respect for confidentiality

Deep Technical Expertise In

• Windows 11 and Microsoft 365
• Active Directory
• Advanced threat protection technologies
• Citrix XenDesktop/XenApp or similar virtualization platforms
• PC and mobile hardware
• Cisco video/audio conferencing technologies
• Financial services applications
• Market data platforms

Working Knowledge Of

• Networking fundamentals and monitoring tools
• Intune Company Portal
• Group Policy, PowerShell
• Imaging and configuration management
• macOS and iOS
• Information security programs
• Password management tools

Core Technology Stack

• Microsoft: Windows 11, Microsoft 365
• Active Directory / Azure Active Directory
• DHCP, DNS
• Advanced Threat Protection tools
• Citrix Director, XenDesktop/XenApp/XenServer (or similar)
• PC/mobile hardware support
• Enterprise conferencing platforms
• Financial and market‑data applications

Preferred Experience

• Productivity tools such as OneNote and Planner
• Advanced Microsoft Office skills
• Excel: VLOOKUP, pivot tables, charts, advanced formulas
• PowerPoint: presentation design

Candidate Profile

Delivers

• Results: Produces accurate, well‑organized, client‑ready work; manages multiple priorities effectively
• Expertise: Learns quickly; demonstrates strong technical proficiency and a desire to grow
• Innovation: Applies analytical thinking, offers thoughtful improvements, and has a solution‑oriented mindset

Connects

• Relationships: Works collaboratively across teams; values inclusivity and diverse perspectives
• Client Engagement: Understands stakeholder needs and delivers solutions aligned with business priorities
• Communication: Communicates clearly in both written and verbal formats, simplifying complex information

Leads

• Team Mindset: Professional, dependable, and self‑motivated; supports colleagues and celebrates team success
• Culture: Embodies the Firm’s values, promotes collaboration, fosters inclusion, and participates in firmwide initiatives
• Feedback: Welcomes constructive feedback, seeks continuous improvement, and offers thoughtful input to others