Desktop Engineer

Our client, a Boston-based Asset Management firm is seeking a Desktop Engineer to join the Infrastructure and Risk Management team to deliver high-quality technology support and services to the entire firm. This role combines hands-on operational support with technical problem solving, automation, and user-focused project work and productivity enhancements.

The Desktop Engineering and Service Desk team serves as a single point of contact for technology issues and requests for 450 worldwide users. This is an excellent opportunity to contribute to a high-performing team with the opportunity to further develop your business knowledge and technical skills.

The successful candidate will be comfortable balancing day-to-day support with deeper technical troubleshooting, automation, and user-focused projects that improve reliability, efficiency, and the overall employee technology experience.

Responsibilities include, but are not limited to:

• Troubleshoot technology-related issues for internal customers and provide responsive, professional support through the Service Desk
• Lead and complete projects that improve the end-user experience by reducing downtime, increasing performance, improving efficiency, and spotting patterns to automate repetitive tasks
• Own tickets and requests from intake through resolution, set clear and realistic expectations with customers to contribute to a culture of operational excellence; provide guidance or training based on user needs
• Provide clear documentation of all steps taken to resolve issues and provide detailed closing notes to assist future engineers with information about issues in the environment
• Escalate issues to proper internal teams when necessary and maintain ownership of the issue as it is worked on by other teams, always keeping the customer informed and using the escalation as a learning opportunity to advance your skills
• Administer, maintain, and improve desktop systems, endpoint management tools, collaboration platforms, and business applications, including upgrades, configuration changes, and ongoing support.
• Participate and contribute to SDLC and Change Management best practices

In order to qualify:

• Excellent team player; proven track record of helping others on their team(s)
• Demonstrated expertise in at least 3 of the following: Citrix, Active Directory, Azure, Windows 11, Networking, SCCM or Intune, Webex or Teams, Exchange/Outlook, PowerShell
• Work effectively with customers and fellow team members in both in-office and remote settings
• Experience using GAI to solve problems or enhance productivity within your work environment
• Strong oral and written communications skills; able to work autonomously and provide proactive communication and daily updates to customers
• Sophisticated Service Desk and Application Support experience with the ability to troubleshoot complex issues that may require working independently or with multiple teams across different technologies
• A broad understanding of all layers of technology – from the physical layer through application layer, security concepts and concerns, relational databases, and cloud technologies is a plus. Azure or related certifications and scripting skills are also a plus
• Creative approach to solving new problems and improving existing processes
• Keeps up to date with the latest industry developments and best practices. Proactively seeks out training and learning opportunities.
• Strong analytical skills
• Strong organizational skills and detail orientation; ability to prioritize competing requests
• Prior work experience in a financial services or technology company is a plus