AVP, Help Desk User Support

Job Description

The AVP, Help Desk User Support will oversee a team responsible for delivering exceptional on-site desktop and end-user support in a fast-paced financial services environment. This role requires a hands-on approach, strong leadership skills, and the ability to manage a diverse range of IT support tasks, from hardware and software troubleshooting to global project implementation. The successful candidate will ensure our Jacksonville office receives the highest level of IT support, working closely with central IT teams and regional colleagues to maintain consistent service standards across the Cantor Fitzgerald Technology Markets LLC.

Responsibilities

• Provide first- and second-line support for hardware, software, and peripheral issues across Windows and macOS environments.
• Manage the full lifecycle of end-user equipment, including provisioning, configuration, deployment, and retirement.
• Perform general preventative maintenance to minimize disruptions and extend asset lifespan.
• Assist with facility-related IT matters, such as moves, adds, and changes, to ensure seamless staff relocations and office reconfigurations.
• Troubleshoot and resolve network connectivity issues at the desktop level, escalating to network teams as needed.
• Support video conferencing systems, AV equipment, and audio/visual conferencing technologies.
• Maintain an accurate inventory of all IT assets on-site.
• Log, track, and resolve incidents and service requests via the firm's ITSM ticketing system, ensuring timely resolution within SLA targets.
• Collaborate with central IT teams and regional colleagues to represent and meet Jacksonville-specific IT needs.
• Stay current with AI productivity features within the Microsoft 365 ecosystem to support and guide end-users.

Qualifications

• Associate's Degree in Computer Science or a related field, or equivalent practical experience.
• Minimum 3 years of desktop support experience, preferably in financial services.
• In-depth knowledge of Windows desktop technologies and Windows 11 environments.
• Intermediate knowledge of TCP/IP, DNS, DHCP, and internetworking technology.
• Intermediate knowledge of Microsoft Office applications and Apple products.
• Knowledge of multiple operating systems, audio/video conferencing technologies, and market data applications.
• Strong communication skills to explain technical issues to non-technical staff.
• Ability to work independently, prioritize tasks, and manage workload with minimal supervision.
• Experience in financial services or a similarly regulated environment is preferred.
• Relevant industry certifications, such as Microsoft MCP, MCSA, or CompTIA A+, are advantageous.

Salary Expectations: $60,000-$70,000kbase

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