Desktop Support Engineer – White Glove/VIP Support

Iconma

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

Location	Atlanta, GA
Industry	Management Consulting Services
Salary	$19.51–$22.51 Per Hour
Company Size	2,000 to 2,499 employees
Year Founded	2000
Website	https://www.iconma.com/

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?

Health Benefits
Referral Program
Excellent growth and advancement opportunities

Benefits

401K, Employee Referral Program, Life Insurance

About Company

ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.

Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
Founded in 2000
2000+ Employees

The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.