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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support - **Company:** Lorven Technologies Inc - **Location:** Boston, MA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** FactSet, Microsoft Access, Microsoft Windows, Active Directory, Artificial Intelligence, JIRA, Collaborative Software, Virtual Private Networks (VPN), Citrix Systems, Windows Desktop, Data Logging, Servicenow - **Published:** July 23, 2026 - **Apply:** https://www.dice.com/job-detail/1f65cdfa-4849-4147-8c5f-62f9ee613545 ## About the Role * Bachelor's degree in related field. * 4-5 years in IT Desktop Support or Trade Floor Support within Asset Management or Financial Services * Experience supporting portfolio managers, traders, and research teams * Exposure to market-sensitive, time-critical environments. * Strong Windows desktop and endpoint support expertise * Multi-monitor and high-performance workstation setup * Good to have knowledge of market data platforms (Bloomberg, Refinitiv, FactSet etc.) * Familiarity with OMS/EMS and portfolio management tools (e.g., Aladdin) * Basic infrastructure knowledge: Active Directory, VPN, Networking, Citrix/VDI * White glove support is required. * Trade floor experience is required. * Strong Windows desktop and endpoint support expertise * Multi-monitor and high-performance workstation setup., * ITSM tools such as ServiceNow, Jira or equivalent * Incident prioritization based on investment business impact * Knowledge of SLA-driven support in financial environments Soft Skills * Strong stakeholder engagement * Ability to operate in high-pressure, market-driven environments * Excellent problem-solving and decision-making skills * Clear and confident communication under pressure * High level of ownership, attention to detail, and accountability ## Description * Provide VIP/white-glove support to senior stakeholders such as portfolio managers and fund managers. * Prioritise issues impacting market data feeds, order execution, and pricing systems. ITSM Process Excellence * Manage incidents and service requests via tools such as ServiceNow or Jira with strict SLA adherence. * Ensure accurate ticket logging, categorisation (e.g., market data, trading, access), and resolution tracking. * Follow ITIL processes, with focus on incident prioritisation aligned to investment business impact. End-User Technology & Trading Floor Support * Install, configure, and troubleshoot Windows-based laptops used in trading and portfolio management environments. * Support multi-monitor configurations. * Support trading turrets/dealer boards, voice systems, and collaboration tools used for communication. * Manage mobile devices and secure endpoints used for remote portfolio access. * Provide support for VDI/Citrix or terminal environments used for secure access to investment platforms. Investment Applications & Market Data Support * Provide basic L1 support for investment management applications like: * Bloomberg, Refinitiv (Reuters), FactSet, Aladdin (or similar platforms) * Order Management Systems (OMS) / Execution Management Systems (EMS) * Support Microsoft 365 and collaboration tools used for investment research and reporting. Stakeholder & Relationship Management * Communicate clearly and effectively with front-office and other end users, maintaining composure in high-pressure scenarios. * Provide real-time updates during critical incidents impacting portfolio or trading activities. * Build strong relationships with investment teams and operations stakeholders. * Ensure high user satisfaction through responsive and proactive support. Continuous Improvement & Operational Efficiency * Identify opportunities to reduce repeat incidents impacting market data, trading, or reporting systems. * Improve first-time fix rates for front-office issues. * Maintain and contribute to existing knowledge bases. * Support process optimisation aligned to asset management workflows. GenAI Implementation * Leverage AI-driven tools for ticket triage, knowledge suggestions, and guided resolutions * Use AI-powered dispatch tools for optimized technician allocation. * Support automation in asset tracking and service reporting. * Drive adoption of AI-enabled deskside support tools to improve user experience. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Microservices architecture as a key element in building trading systems for global finance markets](https://www.wearedevelopers.com/videos/1196-microservices-architecture-as-a-key-element-in-building-trading-systems-for-global-finance-markets) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Robots are coming into the wild! 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