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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