Desktop Support Engineer

ReqRoute,Inc

Job Location:

Princeton, NJ - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Job Description: Desktop Support

Onsite to Princeton NJ

BGV Fully Cleared

*Candidates must be vaccinated*

*No subcontracting permitted*

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 ServiceNow 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) FactSet 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 Windows desktop and endpoint support expertise

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

Process & Tools

ITSM tools such as ServiceNow Jira or equivalent

Incident prioritization based on investment business impact

Knowledge of SLA-driven support in financial environments

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

Job Description: Desktop Support Onsite to Princeton NJ BGV Fully Cleared *Candidates must be vaccinated* *No subcontracting permitted* Top Skills: 1. Strong Windows desktop and endpoint support expertise 2. Multi-monitor and high-performance workstation setup 3. Basic infrastructure knowled...