Senior IT Desktop & End-User Support – Banking/Trading
Are you an experienced Desktop Support professional seeking a senior-level role? Apply now!
Working with one of our top financial clients, this role calls for a Senior Desktop Support Analyst. This position involves providing advanced technical support, troubleshooting, and maintenance for desktop, server, and mobility systems within a high-paced financial environment. The successful candidate will deliver exceptional customer service, support a wide range of IT infrastructure, and collaborate with various support teams to ensure seamless operational continuity.
Pay rate range (CAD): $39.85/hr – $47.82/hr
Responsibilities
- Install, troubleshoot, and support Windows 7/10/11, Mac OS, and Office 365 applications including OneDrive, MS Teams, and other investment and trading tools
- Image, re-image, and configure end-user systems (laptops, desktops, thin clients, mobile devices) leveraging SCCM based on approved service tickets
- Provide technical and troubleshooting support for mobile devices (Android/iOS), including device management and application support for executives and end-users
- Support multifunction device (MFD) imaging devices (print, scan, copy, fax) at various sites
- Assist with internal move, add, and change requests, including large-scale office relocations and re-stacking activities
- Deliver white glove VIP and concierge support, including remote assistance for end users across the organization
- Conduct IT orientations and training sessions for new employees on desktop and laptop systems
- Coordinate with server/network support teams to address complex end-user issues and facilitate service delivery improvements
- Provide smart hands and eyes support for servers, network, and security devices in remote locations in accordance with company policies
- Log all incidents and service requests accurately in ServiceNow, adhering to SLAs
- Support end-user device lifecycle activities, asset management, and hardware inventory procedures
- Offer end-user consultation for quick issue resolution and guidance
- Perform audit, compliance, and security controls such as access reviews, risk assessments, and asset management inspections
- Support hardware break-fix activities via third-party vendors for warranty repairs and replacements
- Provide on-call support outside regular hours on a rotational basis as needed
- Support disaster recovery and emergency response plans at local sites
- Assist with basic AV setup and conference room technology during meetings
- Follow ITIL best practices for ticket management, change recording, and device tracking
- Provide first-line support for business and market data applications (Bloomberg, FactSet, Reuters), escalating complex issues appropriately
- Support AWS Connect and IPC voice support functions
Desired Skill-Set
- 5+ years of experience with Microsoft Windows operating systems and Active Directory, including group policies
- 5+ years of diagnosing and resolving TCP/IP, DNS, DHCP, and VPN network issues
- 5-10 years of end-user support experience in fast-paced financial environments
- Mobile Device Management (MDM) platform experience (Intune, AirWatch, MobileIron) is a plus
- Relevant certifications such as ITIL, CompTIA A+, Network+, Security+, MCP
- Experience supporting market data applications like Bloomberg, FactSet, Reuters
- Hardware troubleshooting skills for Dell, HP desktops/laptops, Apple devices, Surface products
- Excellent verbal and written communication skills
- Working knowledge of Managed Services Provider environments is advantageous
- BS/BA in Computer Science, Information Technology, or equivalent hands-on experience
Nice to Have
- Experience with remote support tools and collaboration software
- Familiarity with IT asset management and inventory tools
- Knowledge of security best practices and compliance standards
- Experience supporting enterprise AV and conference room technology
BeachHead is an equal opportunity agency and employer. We advocate for our candidates and welcome applicants regardless of race, color, religion, national origin, sex, age, or physical or mental disability. BeachHead or our clients may use technology-enabled tools, including automation and artificial intelligence (AI), to support parts of the recruitment process such as resume screening, application management, and candidate matching. These tools assist our recruiters and our clients, and do not replace human decision-making. This job posting represents a current or anticipated vacancy. The position may be filled at any time, and the posting may be removed without notice once the role has been filled.