Desktop Support@Onsite to San Francisco, CA

Description: Desktop Support
Onsite to San Francisco, CA
* please confirm location in submission notes
* Client Kit
BGV Fully Cleared

* Candidates must be vaccinated
* * No subcontracting permitted
* How many positions are open for this role: 3
Candidate Submission Limit Per Supplier: 6

Role Expectations:
" White glove support is required
" Bloomberg exposure is nice to have but not required (support only, not building)
" Trade floor experience is not required
" Majority of the role is standard desktop/laptop support (hardware troubleshooting, monitors, cabling, etc.)
" Targeting 2 4 years of experience
Top

Skills:

1. Strong Windows desktop and endpoint support expertise
2. Multi-monitor and high-performance workstation setup
3. Basic infrastructure knowledge:
Active Directory, VPN, Networking, Citrix/VDI

Key Responsibilities:

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.

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.

ITSM Process Excellence
" Manage incidents and service requests via tools such as Service Now or 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.

End-User Technology & Trading Floor Support
" 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.

Investment Applications & Market Data Support
Provide basic L1 support for investment management applications like:
" Bloomberg, Refinitiv (Reuters), Fact Set, Aladdin (or similar platforms)
" Order Management Systems (OMS) / Execution Management Systems (EMS)
" Support Microsoft 365 and collaboration tools used for investment research and reporting.

Stakeholder & Relationship Management
" Communicate clearly and effectively with front-office and other end users, maintaining composure in high-pressure scenarios.
" Provide real-time updates during critical incidents impacting portfolio or trading activities.
" Build strong relationships with investment teams and operations stakeholders.
" Ensure high user satisfaction through responsive and proactive support.

Continuous Improvement & Operational Efficiency
" Identify opportunities to reduce repeat incidents impacting market data, trading, or reporting systems.
" Improve first-time fix rates for front-office issues.
" Maintain and contribute to existing knowledge bases.
" Support process optimisation aligned to asset management workflows.

GenAI Implementation
" Leverage AI-driven tools for ticket triage, knowledge suggestions, and guided resolutions
" Use AI-powered dispatch tools for optimized technician allocation.
" Support automation in asset tracking and service reporting.
" Drive adoption of AI-enabled deskside support tools to improve user experience.

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

Technical Skills
" Strong…