Job Description
Desktop Support Engineer
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Location: New York, NY, United States_ Hybrid 3 days onsite/week
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Duration: 12+months extendable contract
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Job Description:
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This role is for a technologist who is genuinely curious. Much of the value of the team comes from noticing something that does not look right in the data and then choosing to pursue it - correlating device timelines, comparing populations, testing a hypothesis and working the problem until the underlying cause is understood. Alerts and dashboards will tell you where to look, but they will not tell you what is actually wrong. That part is yours.
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The work is highly visible and directly measurable. Findings from this team drive fixes with engineering partners, targeted user campaigns, self-healing automations and real-time impact analysis during change events. You will be expected to translate technical detail into clear business impact for regional and global stakeholders, and to be comfortable owning an issue from first signal to documented resolution.
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Your Responsibilities
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- Provide continuous, proactive monitoring of the enterprise desktop environment - desktops, laptops and virtual desktop infrastructure - as part of a follow-the-sun model
- Detect anomalies through trend, threshold and behavioral change analysis before users are impacted
- Validate alerts, assess business impact, and select the correct intervention: a targeted user campaign, a self-healing action, or an engineering escalation
- Deep dive into discovered issues rather than closing them at the symptom, documenting the underlying cause and the evidence behind it
- Identify trends, recurring issues and systemic weaknesses in the desktop estate and raise them with the appropriate owners
- Produce standardized handoff notes before every regional shift transition
- Record and document outcomes so that events feed trend tracking and future learnings
- Partner with Service Desk, Workplace Technology Engineering, Incident Management and Resolution, Change Management and Production Assurance on triage, data-backed fixes, outage resolution and real-time change impact analysis
- Own regional and global reporting, including the monthly executive review of the top experience degradations and the actions taken
- Contribute to the weekly global digital experience sync covering trends, emerging risks and automation wins
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Qualifications
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- Bachelor's degree and/or 5+ years of experience in end-user computing, desktop engineering or technology operations
- Hands-on experience with digital experience monitoring platforms; direct Nexthink experience strongly preferred
- We are looking for people who are curious, self-directed, self-motivated and highly reliable. Many of the issues we face are unique and complex and require creative thinking, perseverance, patience and a willingness to ask questions in order to arrive at a solution
- Strong analytical skills, with the ability to work across large data sets and recognize patterns that are not yet obvious
- Maturity to execute job functions with minimal guidance, and the judgment to know when to escalate
- Very strong verbal and written English communication skills, including the ability to translate complex technical problems for senior stakeholders
- Experience in a fast-paced financial services or comparable enterprise environment preferred
- Enjoy working as part of a global team and independently, across time zones and regional handoffs
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Required Technical Skills
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- Nexthink - Finder, Portal, Act, remote actions and campaigns
- Windows Desktop (Windows 10/11) troubleshooting and administration
- macOS endpoint support
- Virtual desktop infrastructure (VDI)
- Active Directory
- PowerShell scripting; Python or an equivalent language an advantage
- Query construction and data analysis for reporting and investigation
- Sysinternals tools
- Enterprise operations tooling such as Splunk, Wireshark or ExtraHop
- Reporting and visualization tools for executive and stakeholder dashboards
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