Technology, Service Desk Associate

BTIG is seeking a Desktop Support Specialist to join the Technology team in New York. The Technology, Service Desk Associate will provide remote and in-person support for all employees. Duties include documenting, triaging, investigating, and resolving issues reported to the Service Desk. The ideal candidate communicates clearly under pressure, demonstrates technical proficiency, strong problem-solving, professionalism, and solid communication skills. The role requires working in a fast-paced environment with a demanding user base and delivering continuous improvement across the technology platform.

• Serve as the first point of contact for customers needing technical assistance.
• Must work East Coast market hours.
• Manage trouble calls via ticketing system, phone, remote, and on-site visits to ensure courteous, timely, and effective resolution of end-user issues.
• Troubleshoot hardware, Windows 10, Windows 11, and application issues.
• Install and upgrade software, set up hardware and configure systems and applications such as MS Office, One Drive, Zoom, softphones, routers, printers, scanners, biometric, data encryption, VPN/WiFi configuration, and firmware updates for deskside equipment such as Cisco phones.
• Install and manage spyware/malware tools.
• Install and support market data feeds (e.g., Bloomberg, Thomson Reuters, ICE, Fidessa, Redi+, Global Relay).
• Provide first-level network support and troubleshooting for wireless and wired configurations.
• Basic understanding of Active Directory at the Organizational Unit level.
• Troubleshoot Cisco phone systems and video conferencing.

• Minimum 2-4 years of general IT support with extensive customer-facing experience; experience trading desk support preferred.
• Experience with incident management and ticketing systems (e.g., Service Now).
• Proficiency with Windows 10/11, Microsoft Office 365, and related standards.
• Experience with System Center Configuration Manager / Endpoint Manager.
• Experience with patch management and application deployment.
• Expertise in troubleshooting, resolving, and supporting desktops, laptops, applications, hard phones, and Wi-Fi devices.
• Ability to thrive in a fast-paced environment and work effectively under pressure.
• Experience providing ongoing support to C-suite executives.
• Experience working in a brokerage, private equity, hedge fund, asset management firm, or investment bank environment is preferred.
• High school diploma required; college degree strongly preferred.
• Willingness to obtain MS-900 certification.

• Must be authorized to work full-time in the U.S.; BTIG does not offer sponsorship for work visas of any type.

BTIG is a global financial services firm specializing in institutional trading, investment banking, research and related brokerage services. With an extensive global footprint and more than 700 employees, BTIG and its affiliates operate out of 20 cities throughout the U.S., and in Europe, Asia and Australia. The firm’s core capabilities include global execution, portfolio, electronic and outsource trading, investment banking, prime brokerage, capital introduction, corporate access, research and strategy, commission management and more.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. BTIG is an equal opportunity employer. Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity.

• The current estimated base salary range for this role is $85,000–$115,000 per year. Some positions may include discretionary bonus or overtime.