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Desktop Support Engineer w\/ VIP Support Exp
Align Communications
Job Location: New York, NY
Desktop Support . New York, New York

Why Align

For over three decades , many of the world's leading firms have relied on Align as a tru sted IT solution provider and center of excellence in IT advisory, infrastructure design , build , delivery and managed services . We are actively seeking innovative minds to establish and strengthen our team to deliver high-quality state-of-the-art technology solutions for our enterprise and boutique clients.

If you are seek ing to work on challenging projects for some of today's most fascinating companies while leveraging an exceptional team and long track record of success , then we want to hear from you today .

Position Overview

Align seeks a highly experienced and motivated Senior Desktop Support Engineer that possesses strong client-service skills and solid desktop troubleshooting experience. This position will report to the Align Managed Services team, which provides monitoring and support services for critical and noncritical IT assets. This person will work onsite at a client site in Baltimore providing deskside IT support for Executives and VIPs. Prior Hedge Fund or Alternative Investment industry experience is preferred. Qualified candidates will have have prior experience providing deskside, technical support for executives and VIPs in a Corporate Environment. Excellent customer service, follow up, and communication skills are a must.
  • The Desktop Support Engineer will be based out of our mid-town Manhattan client location.
  • This is a First Shift position: Monday through Friday, 8:30 a.m. to 5:30 p.m.
  • This is a full-time position offering a competitive salary and comprehensive benefits


  • Provide on-site desk side support for desktop-related and end user technical issues at one of our key managed services client in New York City
  • Provide outstanding customer service, IT support, follow through and resolution with a focus on Executive and VIP end users
  • Collaborate with NY and NJ based IT Service Desk and Cloud Operations Teams and other senior engineers as need to resolve local issues
  • Work closely with clients possessing varying levels of IT knowledge and provide technical support for users , including issues related to IP phone, desktop, connectivity and desktop applications (Microsoft Office / O365)
  • Represent our firm locally and always be customer focused and demonstrate a "can do" attitude with the clients
  • Flexible to work occasional paid overtime as needed
  • Install, upgrade and remove desktop applications
  • Application packaging
  • Desktop patching
  • Citrix a dministration and support
  • Install, upgrade, repair and replace user workstations
  • Inventory control of hardware and peripherals
  • Troubleshoot general computer and server problems and ensure all systems, workstations and printers are in working order and operating efficiently
  • Basic network troubleshooting
  • Troubleshoot performance issues and issues with browsers and plug - ins
  • Mobile device administration and support
  • Terminal services support
  • RSA Security console a dministration
  • Enterprise printing support and issue resolution
  • Enterprise application support
  • Follow defined operating procedures to ensure that clients, systems and information are properly documented and audit-able
  • Perform direct follow-up with clients regarding remediation, where appropriate
  • Interface with other elements of the client support structure including tracking client issues, updating client tickets and ensuring closure
  • Proactive follow-up on escalated issues
  • Email platforms support for Exchange, Office 365 and Lotus Notes
  • Support of virtual desktop environments
  • Support for Active Directory across multiple client platforms
  • Be a team player and ensure cohesive work flows between interdepartmental teams


  • Ideal candidate will have a bachelor's degree with a minimum of four years of desktop support experience
  • Must have some VIP IT desk side (in person) support experience and be accustomed to working with and supporting executive level end users in a corporate environment
  • Some Hedge Fund or Alternative Investment industry experience is strongly preferred
  • Prior Managed Services experience is a plus
  • Candidate must be client-focused, comfortable interfacing with executive clients and able to maintain a high level of service
  • Excellent verbal and written communication skills and the ability to be prompt and courteous
  • Must have knowledge of and experience with:
  • Windows 10, 8, and 7
  • Microsoft Office
  • Office 365
  • PC hardware and terminology
  • Microsoft Windows Server
  • Microsoft Exchange 2010
  • Backup products
  • Disk imaging platforms
  • VPN c lients
  • Registry settings
  • Group Policy
  • Anti-malware products
  • Mobile device support (Black Berry, iPad, iPhone and Android devices )
  • Citrix
  • PowerShell scripting
  • Remote connectivity tools
  • P resence and collaboration tools (Lync/SharePoint)
  • Ethernet network topology
  • Automate Remote Monitoring and Management
  • Must be able to accommodate a flexible work schedule that may include nights, weekends or holidays as required
  • Knowledge of ticketing systems (ConnectWise preferred)
  • Knowledge of virtual contact center platforms
  • Any experience administering a LAN/WAN TCP/IP environment using Windows Server and Microsoft Exchange is beneficial
  • Working knowledge of Internet email (SMTP, MX records troubleshooting)
  • Working knowledge of DNS, Internet infrastructure and IP informational tools
  • Thorough knowledge of desktop operating systems (Windows 7, 8, 10 ) and prior migration experience highly preferred
  • Experience rebuilding workstations
  • Escalat ion and follow- up with third-party vendors
  • Able to present a "can-do" attitude to end users
  • Focused on client satisfaction and providing solutions
  • Strong problem-solving skills
  • Very attentive and detail-oriented
  • Ability to think critically and without supervision
  • Prior managed services, outsourcing or professional services experience is beneficial
  • Relevant certifications are a plus

About Align

Align is a dynamic and flexible place to work, offering professionals unparalleled opportunities to train in the leading technologies, make an impact within the industry and control their own destinies. We have a flawless track record of delivering technical solution s and have established long-standing relationships with an impressive client list of both Global 1000 and SMB clients.

We work across a diverse list of industries including financial services, life sciences (pharmaceutical and health care), retail, technology, media and telecommunications. We give our professionals the autonomy to pursue opportunities and manage assignments in ways that maximize their creativity and talents, leading to self-fulfillment and financial rewards.

For more details, visit .



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