SSUSA Job #544: Desktop Technical Support

Job Description




The Desktop Technical Analyst working within a team will deliver second level technical support to all problems assigned to the department including network connectivity, operating systems, application and hardware integrity. The incumbent will be a self-motivated individual with an ability to proactively seek opportunities for improvements in terms of technology and training of other support staff, and present formal recommendations to management. The Desktop Technical Analyst is the primary IT interfaces to all lines of business for all computing issues. He/she will call in resources from other IT departments including networks, server, messaging, telecom, and application developers as required.




  • Desktop Support

  • Responds quickly to all reported computing issues that affect a users’ ability to complete his/her work. Specifically:

    • Takes ownership of problems & work orders and see them through to completion.

    • Provides troubleshooting and resolve the problem or refer it to the appropriate department.  Escalate to the Manager of Desktop Services when a problem cannot be resolved or another department is not providing quick support/resolution.

    • Follows-up with users on a regular basis until he/she is satisfied that the problem is resolved.

  • Follows ticket recording and escalation procedures to ensure fast and effective handling and reporting of problem situations.

  • Supports all moves/adds/changes at the desktop level including install of standard desktop hardware, software, peripherals and printers.

  • Records all changes to user hardware in the Asset Inventory Management System.

  • Uses remote system tools to facilitate resolution of problems and completion of work orders.

  • Performs initial analysis of integration issues for platform and operating systems.

  • Participates in shift rotations to accommodate early start times and late finish times on the trade floors.

  • May be asked to provide on-call support for applications related to a specific line of business.


     Relationships & Communication


  • Manages client needs and expectations and provide a high level of customer service in daily client interactions.

  • Provides quick, courteous and supportive Customer Service to all users, co-workers and vendors in a professional manner within established service levels.

  • Effectively communicates and builds rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration from initiation to close.

  • Facilitates small to large group meetings for technical design, decision making, problem solving and task implementation.

  • Resolves conflicts/issues and escalates others as appropriate.

  • Works with the business units to determine requirements for client support. Perform analysis on new hardware and software configurations for clients.



  • Market Data Applications: Bloomberg, Thomson Reuters, and other CM and GAM specific trading applications

  • Systems tools including SMS,

  • Windows 10,  7, XP, Server  2008, 2012

  • Microsoft Office Suite, 2007, 2010, 2013

  • Hardware and software (desktops, laptops, printers)

  • Teamwork and co-operation

  • Ability to Work in High Pressure Situations

  • Ability to work with Clients in remote locations

  • Problem identification and resolution skills

  • Strong Communication Skills

  • Customer Service Ability

  • Facilitation Skills

  • Conflicts and issues resolution and escalation

  • Multitasking Abilities


Job Location
New York City

Position Type