Desktop Support

Job Title: Desktop Support Engineer

Location: Princeton, NJ (Onsite)

Tax Term (W2, C2C): W2

Job Type (Permanent/Contract): Contract

Duration: Long Term

Pay Range: $20-$23/hr

Description:

We are seeking a Desktop Support Engineer with 5+ years of experience providing onsite desktop support in fast-paced enterprise environments. The ideal candidate will have strong Windows desktop support expertise, experience supporting VIP users, multi-monitor workstation setups, and knowledge of Active Directory, VPN, Networking, and Citrix/VDI. Experience supporting financial services or asset management environments is preferred.

Additional Requirements:

• Onsite in Princeton, NJ.
• Candidates must be fully vaccinated.
• No subcontracting permitted.
• White-glove/VIP support experience is highly preferred.

Role and Responsibilities:

Service Delivery & Field Service Operations

• Provide dedicated onsite desktop support for end users.
• Deliver desk-side support with minimal business disruption.
• Support time-critical incidents and ensure timely resolution.
• Take end-to-end ownership of technical issues.
• Coordinate with cross-functional IT teams for issue resolution.
• Support onboarding and setup for new employees.

VIP / White-Glove Support

• Provide white-glove support to senior executives and business stakeholders.
• Prioritize and resolve high-impact technical issues.

ITSM Process Excellence

• Manage incidents and service requests using ServiceNow, Jira, or similar ITSM tools.
• Ensure accurate ticket documentation and SLA compliance.
• Follow ITIL incident and service management best practices.

Desktop & End-User Support

• Install, configure, and troubleshoot Windows desktops and laptops.
• Support multi-monitor workstation configurations.
• Troubleshoot peripherals, monitors, docking stations, printers, and cabling.
• Support mobile devices and secure remote access solutions.
• Provide support for Citrix/VDI environments.

Application Support

• Provide Level 1 support for business applications including:
  • Bloomberg (preferred)
  • Refinitiv
  • FactSet
  • Aladdin (or similar platforms)
  • OMS/EMS applications
• Support Microsoft 365 and collaboration tools.

Stakeholder Management

• Communicate effectively with end users during incidents.
• Provide timely updates and maintain strong customer relationships.
• Deliver high-quality customer service in fast-paced environments.

Continuous Improvement

• Identify opportunities to reduce recurring incidents.
• Improve first-call resolution rates.
• Maintain technical documentation and knowledge base articles.
• Support process improvements and operational efficiency initiatives.

AI & Automation

• Utilize AI-powered tools for ticket triage and knowledge recommendations.
• Support AI-enabled asset tracking and service reporting.
• Assist with automation initiatives to improve support efficiency.

Required Skills:

• 5+ years of Desktop Support experience.
• Strong Windows Desktop and Endpoint Support.
• Hardware troubleshooting and workstation support.
• Multi-monitor configuration and high-performance workstation setup.
• Active Directory.
• VPN troubleshooting.
• Basic Networking.
• Citrix / VDI support.
• Microsoft 365.
• ServiceNow, Jira, or similar ITSM tools.
• ITIL processes.
• White-glove/VIP support.
• Excellent troubleshooting and customer service skills.
• Strong communication and stakeholder management.

Qualifications:

• Bachelor's degree or equivalent experience in Information Technology or related field.
• 5+ years of Desktop Support experience.
• Experience supporting enterprise users in onsite environments.
• Financial Services or Asset Management support experience is preferred.
• Exposure to Bloomberg, Refinitiv, FactSet, Aladdin, OMS/EMS platforms is a plus.
• Strong problem-solving, communication, and organizational skills.