Desktop Support Engineer

Overview

Connecting clients to markets – and talent to opportunity. With 5,400+ employees and over 80,000 institutional, commercial, and payments clients, we operate from more than 80 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.

With 5,400+ employees and over 80,000 institutional, commercial, and payments clients, we operate from more than 80 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.

Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game-changing policies.

The Desktop Support Analyst is an entry-level contributor within the Enterprise Technology and Support Services organization, responsible for providing timely, professional technical support to end users across desktop, laptop, peripheral, software, and basic network-related issues.

This role focuses on learning standard support processes, resolving common incidents and service requests, documenting work accurately, and escalating more complex issues to senior Desktop Support team members or appropriate support teams as needed.

• Provide first-level troubleshooting and support for desktop hardware, laptops, peripherals, operating systems, and standard corporate applications.
• Assist with hardware and software installations, desk moves, equipment setup, and basic configuration changes following established procedures.
• Support routine desktop maintenance activities, including software updates, basic security configuration checks, and workstation readiness tasks.
• Assist with virtual desktop and remote access support under guidance from senior team members.
• Use approved remote support tools to diagnose common user issues and provide guided assistance to local and remote users.

• Monitor, triage, update, and resolve assigned incidents and service requests through the Incident/Help Desk Management System while following documented procedures and SLA expectations.
• Escalate complex or unresolved technical issues to senior Desktop Support Analysts, leads, or specialized support teams with clear notes and troubleshooting details.
• Ensure accurate documentation of resolutions and updates in the ticketing

• Work with IT support teams and business users to resolve routine technical issues, support onboarding activities, and maintain a reliable desktop support experience.
• Participate in basic project support activities such as equipment preparation, deployment assistance, user testing, and post-deployment follow-up.
• Coordinate with partner teams when directed to gather information, confirm requirements, and support standard escalation procedures.

• Learn and follow established desktop support standards, troubleshooting steps, and escalation paths.
• Demonstrate professional, customer-focused behavior when supporting users in person, by phone, through chat, or remotely.
• Follow corporate governance standards, security policies, and approved support procedures when handling devices, accounts, and user data.
• Su…