Desktop Support

Role: Desktop  Support

Location: 400 Howard street, SFO, CA 94105

Type : Contract/C2C/W2

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

2 Technical Skills

Strong Windows /macOS desktop support and end-point troubleshooting skills.
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

3 Process & Tools
ITSM tools such as ServiceNow, Jira or equivalent
Incident prioritisation based on investment business impact Knowledge of SLA-driven support in financial environments

4 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

Key Responsibilities
1 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.
2 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.
3 ITSM Process Excellence
Manage incidents and service requests via tools such as ServiceNow / 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.
4 End-User Technology 
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.