L2 Deskside Support Engineer

Job Title: L2 Deskside Support Engineer
Work Arrangement: Onsite
Experience: 4–8 years
Work Authorization: U.S. Citizens (USC)

Job Summary

We are seeking experienced L2 Deskside Support Engineers to provide onsite technical support and troubleshoot end-user computing issues in an enterprise environment. The ideal candidate will have strong Windows desktop support expertise, excellent customer service skills, and experience resolving hardware, software, connectivity, and workplace technology issues.

Candidates with experience supporting financial services, trading floors, or executive users will be preferred.

Key Responsibilities

• Provide Level 2 deskside and desktop support for enterprise end users, including senior executives and business-critical teams.

• Diagnose and resolve hardware, software, operating system, and peripheral issues involving laptops, desktops, monitors, docking stations, printers, and other workplace devices.

• Troubleshoot Windows operating systems, Microsoft Office applications, Outlook, Teams, and other enterprise productivity tools.

• Support Active Directory, user accounts, permissions, password resets, group policies, and endpoint access issues.

• Troubleshoot VPN connectivity, Wi-Fi, LAN, DNS, DHCP, and other basic networking issues.

• Support device imaging, software installations, configuration, patching, and endpoint deployment.

• Provide support for Citrix, virtual desktop infrastructure (VDI), and remote access technologies.

• Manage incidents, service requests, and escalations through ServiceNow or other IT service management platforms.

• Prioritize incidents according to business impact and meet established service-level agreements (SLAs).

• Coordinate with infrastructure, network, application, and security teams to resolve complex technical issues.

• Maintain accurate ticket documentation, troubleshooting steps, and resolution records.

• Support conference room technology, video conferencing, and collaboration equipment.

• Provide professional, customer-focused support while minimizing end-user downtime.

Required Qualifications

• 4–8 years of experience in desktop support, deskside support, or enterprise IT support.

• Strong hands-on experience troubleshooting Windows desktops, laptops, and end-user computing devices.

• Experience supporting Microsoft 365, Outlook, Teams, and common enterprise applications.

• Working knowledge of Active Directory, user administration, and access management.

• Familiarity with VPN, TCP/IP, DNS, DHCP, LAN, and Wi-Fi troubleshooting.

• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or equivalent tools.

• Knowledge of hardware troubleshooting, software deployment, imaging, and endpoint configuration.

• Strong incident management, problem-solving, and escalation skills.

• Excellent verbal and written communication skills.

• Ability to work onsite and provide responsive support in a professional enterprise environment.

Preferred Qualifications

• Experience in financial services, banking, asset management, or trading-floor environments.

• Experience providing VIP or executive-level technical support.

• Familiarity with Bloomberg, Refinitiv, FactSet, or similar financial market applications.

• Exposure to trading-floor communication systems, trading turrets, and specialized business workstations.

• Experience with Citrix, VDI, Microsoft Intune, SCCM/MECM, or similar endpoint management solutions.

• Familiarity with ITIL processes and service management best practices.

Work Authorization Requirements

Only the following candidates are eligible:

• U.S. Citizens (USC)