Senior IT Desktop & End-User Support – Banking/Trading

Are you an experienced Desktop Support professional seeking a senior-level role? Apply now!

Working with one of our top financial clients, this role calls for a Senior Desktop Support Analyst. This position involves providing advanced technical support, troubleshooting, and maintenance for desktop, server, and mobility systems within a high-paced financial environment. The successful candidate will deliver exceptional customer service, support a wide range of IT infrastructure, and collaborate with various support teams to ensure seamless operational continuity.

Pay rate range (CAD): $39.85/hr – $47.82/hr

Responsibilities

Install, troubleshoot, and support Windows 7/10/11, Mac OS, and Office 365 applications including OneDrive, MS Teams, and other investment and trading tools
Image, re-image, and configure end-user systems (laptops, desktops, thin clients, mobile devices) leveraging SCCM based on approved service tickets
Provide technical and troubleshooting support for mobile devices (Android/iOS), including device management and application support for executives and end-users
Support multifunction device (MFD) imaging devices (print, scan, copy, fax) at various sites
Assist with internal move, add, and change requests, including large-scale office relocations and re-stacking activities
Deliver white glove VIP and concierge support, including remote assistance for end users across the organization
Conduct IT orientations and training sessions for new employees on desktop and laptop systems
Coordinate with server/network support teams to address complex end-user issues and facilitate service delivery improvements
Provide smart hands and eyes support for servers, network, and security devices in remote locations in accordance with company policies
Log all incidents and service requests accurately in ServiceNow, adhering to SLAs
Support end-user device lifecycle activities, asset management, and hardware inventory procedures
Offer end-user consultation for quick issue resolution and guidance
Perform audit, compliance, and security controls such as access reviews, risk assessments, and asset management inspections
Support hardware break-fix activities via third-party vendors for warranty repairs and replacements
Provide on-call support outside regular hours on a rotational basis as needed
Support disaster recovery and emergency response plans at local sites
Assist with basic AV setup and conference room technology during meetings
Follow ITIL best practices for ticket management, change recording, and device tracking
Provide first-line support for business and market data applications (Bloomberg, FactSet, Reuters), escalating complex issues appropriately
Support AWS Connect and IPC voice support functions
Desired Skill-Set

5+ years of experience with Microsoft Windows operating systems and Active Directory, including group policies
5+ years of diagnosing and resolving TCP/IP, DNS, DHCP, and VPN network issues
5-10 years of end-user support experience in fast-paced financial environments
Mobile Device Management (MDM) platform experience (Intune, AirWatch, MobileIron) is a plus
Relevant certifications such as ITIL, CompTIA A+, Network+, Security+, MCP
Experience supporting market data applications like Bloomberg, FactSet, Reuters
Hardware troubleshooting skills for Dell, HP desktops/laptops, Apple devices, Surface products
Excellent verbal and written communication skills
Working knowledge of Managed Services Provider environments is advantageous
BS/BA in Computer Science, Information Technology, or equivalent hands-on experience
Nice to Have

Experience with remote support tools and collaboration software
Familiarity with IT asset management and inventory tools
Knowledge of security best practices and compliance standards
Experience supporting enterprise AV and conference room technology