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Desktop Support

Trident Consulting

Boston, MO

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JOB DETAILS
SALARY
SKILLS
Administrative Skills, Artificial Intelligence (AI), Asset Management, Atlassian JIRA, Automation, Citrix Product Family, Cloud Computing, Communication Skills, Computer Workstations, Consulting, Continuous Improvement, Cross-Functional, Customer Satisfaction, Data Analysis, Desktop Administration, Desktop Virtualization, Detail Oriented, Establish Priorities, Financial Services, Fortune 500 Customers, Fund Management, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Internet Security, Investment Management, Investment Reporting, Knowledge Base, Laptop PC, Leadership, Maintenance Services, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Desktop, Microsoft Windows System Administration, Mobile Devices, On Site Support, Onboarding, Operational Improvement, Operational Strategy, Order Management, Pricing, Problem Solving Skills, Process Improvement, Relationship Management, Remote Access, Sales, Sales Management, Service Delivery, Service Level Agreement (SLA), ServiceNow, Technical Recruiting, Technical Support, Trading/Stockbroking, User Interface/Experience (UI/UX), VPN (Virtual Private Network), Voice Applications
LOCATION
Boston, MO
POSTED
3 days ago
Trident Consulting is seeking a " Desktop Support ” for one of our clients in " Boston, MA "

Job Title: Desktop Support
Location: Boston, MA (Onsite)
Length of Assignment: 1 year w/ extension
Type: Contract (W2)
Rate:$23/hr

Role Expectations:
• White glove support is required
• Good to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet etc.)
• Trade floor experience is required

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

About Trident
Trident Consulting is a premier IT staffing firm providing high-impact workforce solutions to Fortune 500 and mid-market clients. Since 2005, we've specialized in sourcing elite technology and engineering talent for contract, direct hire, and managed services roles. Our expertise spans cloud, AI/ML, cybersecurity, and data analytics, supported by a 3M+ candidate database and a 78% fill ratio. With a highly engaged leadership team and a reputation for delivering hard-to-fill, niche talent, we help organizations build agile, high-performing teams that drive innovation and business success.

Some of our recent awards include:
Trailblazer Women Award 2025 by Consulate General of India in San Francisco Ranked as the #1 Women Owned Business Enterprise in the large category by ITServe. Received the TechServe Excellence award. Consistently ranked in the Inc. 5000 list of fastest-growing private companies in America Recognized in the SF Business Times as one of the Largest Bay Area BIPOC/Minority-Owned Businesses in 2022.

Sathees Kumar
Lead Recruiter


M: (925) 215-1155
Sathees@tridentconsultinginc.com - WBE | MBE | SBE | WOSB
6101 Bollinger Canyon Road San Ramon, CA
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Trident Consulting