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Desktop SupportZtek Consulting INC • Wilmington, North Carolina, United States
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Desktop Support

Ztek Consulting INC
  • US
    Wilmington, North Carolina, United States
  • US
    Wilmington, North Carolina, United States
Apply Now

About

Job Title Desktop Support
Duration 6-12 months
Location Onsite to Wilmington, DE
Key Responsibilities
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 back‑office users and new joiner onboarding process.
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.
Manage incidents and service requests via tools such as ServiceNow or Jira with strict SLA adherence.
Ensure accurate ticket logging, categorisation and resolution tracking.
Follow ITIL processes, focusing on incident prioritisation aligned to investment business impact.
Install, configure, and troubleshoot Windows‑based laptops used in trading and portfolio management environments.
Support multi‑monitor configurations and trading turrets/dealer boards, voice systems, and collaboration tools.
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.
Provide basic L1 support for investment management applications such as Bloomberg, Refinitiv (Reuters), FactSet, Aladdin, etc.
Support Microsoft 365 and collaboration tools used for investment research and reporting.
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.
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.
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.
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.
ITSM tools such as ServiceNow, Jira or equivalent.
Incident prioritisation based on investment business impact.
Knowledge of SLA‑driven support in financial environments.
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.
Equal Opportunity Employer Ztek is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Ztek is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact hrd@ztekinc.com to indicate the specifics of the assistance needed.
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  • Wilmington, North Carolina, United States

Languages

  • English
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