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Desktop Support Engineer White Glove/VIP Support

ICONMA, LLC

  • Atlanta, GA
  • 30+ days ago
  • $19.51–$22.51 Per Hour

Highlights

Provide dedicated on-site desktop support for front-office users including portfolio managers, traders, research analysts, and sales teams. Our Client, an IT Services and Consultant company, is looking for a Desktop Support Engineer – White Glove/VIP Support for their Atlanta, GA location.

Numbers & Facts

LocationAtlanta, GA
Salary$19.51–$22.51 Per Hour

Description

Our Client, an IT Services and Consultant company, is looking for a Desktop Support Engineer – White Glove/VIP Support for their Atlanta, GA  location.
 
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.
  • Priorities 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.
 
Requirements:
  • 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
  • Years of experience: 8.00 Years of Experience
 
Why Should You Apply?

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