Role Summary
Cantor Fitzgerald is seeking a hands-on and technically proficient Desktop Support Analyst to provide comprehensive support to front and back office staff across multiple business lines. This individual will play a key role in maintaining desktop infrastructure, resolving technical issues, and ensuring a high level of user satisfaction. The role requires strong troubleshooting skills, excellent communication, and the ability to work both independently and collaboratively.
Key Accountabilities
- Provide IT support to users across the Americas region.
- Respond to desktop support requests via phone, email, and service ticketing systems.
- Install, upgrade, and troubleshoot Windows operating systems, hardware, and authorized software applications.
- Perform routine preventative maintenance on desktop systems and peripherals.
- Assist with facilities-related tasks including moves, adds, and changes.
- Manage support tickets efficiently—raising, updating, and closing them in a timely manner.
- Participate in global IT projects and contribute to their implementation.
- Deliver both on-site and remote support as needed.
- Communicate effectively with team members regarding technical issues, procedures, and documentation.
Knowledge & Skills
- Strong understanding of Windows desktop technologies.
- Proficiency in desktop and laptop hardware troubleshooting.
- Intermediate knowledge of networking concepts including TCP/IP and DNS.
- Skilled in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
- Familiarity with server, voice, and communications infrastructure.
- Experience with multiple operating systems including Windows, Linux, and macOS.
- Understanding of audio/video conferencing technologies.
- Exposure to market data applications and services.
- Relevant certifications such as Microsoft MCP, MCSA, or ITSM are a plus.
- Comfortable working with Apple products (Mac, iPad, iPhone).
Experience
- Associate’s Degree in Computer Science or a related field, or equivalent professional experience.
- Minimum of 5 years of desktop support experience, ideally within a financial services environment.
