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Analyst, Help Desk

Philadelphia, Pennsylvania, United States

Future Standard is seeking a Help Desk Analyst, as part of the IT Infrastructure and Technology team, to be responsible for managing all day-to-day issues that arise from internal employees as it relates to their hardware, software, and connectivity. The Analyst will work out of the Philadelphia office and will collaborate with other Help Desk Analysts and offices to ensure all issues are managed and resolved appropriately.

This office is a fast-paced, high-visibility environment, where the Analyst will provide exceptional technical support to employees across departments, executives (including C-suite personnel), and other users. This role demands strong troubleshooting skills, a proactive approach to problem-solving, and the ability to thrive under pressure while maintaining excellent customer service.

The successful candidate is expected to:

  • Deliver prompt and professional technical support in person, via phone, or electronically, catering to the unique needs of traders and C-suite executives.  
  • Facilitate the onboarding process for new hires by provisioning equipment, software, security credentials, and ensuring seamless integration into the organization.
  • Collaborate on technology initiatives and projects, contributing to innovative solutions that enhance IT services across the firm.
  • Maintain inventory and lifecycle management of all user devices, including desktops, laptops, mobile devices, and peripherals.
  • Ensure software and firmware are up-to-date and compliant with company policies.
  • Effectively escalate complex issues to appropriate teams while providing clear, timely communication to stakeholders.
  • Enforce compliance with IT security policies and ensure devices meet regulatory requirements critical to financial firms.

Qualifications:

  • 3+ years in desktop support or technical troubleshooting roles, preferably within financial services or a similar high-stakes environment.
  • Bachelor's degree in a related field preferred.
  • Proven ability to provide top-tier support to high-profile users, including executives, with an emphasis on clear, professional communication.
  • Advanced knowledge of hardware, licensed software, and troubleshooting theories.
  • Familiarity with trading platforms, market data applications, and industry-specific software is highly desirable.
  • Strong ability to manage multiple tasks in a dynamic, high-pressure environment while maintaining attention to detail.
  • Comfortable working collaboratively in a team, with minimal supervision, while maintaining a customer-first mindset.
  • Demonstrated ability to analyze complex technical issues and implement effective solutions quickly. A+ certification, Network+ certification.

Preferred Skills:

  • Experience supporting financial firm technologies, such as Bloomberg Terminal, Reuters Eikon, or similar trading systems.
  • Knowledge of compliance and security frameworks pertinent to financial services.
  • Familiarity with ITIL practices or similar frameworks for IT service management.
  • Strong consideration for any candidate experienced with the following systems: OKTA, Freshworks, Intune, JAMF, and Active Directory.

Future Standard is a global alternative asset manager serving institutional and private wealth clients, investing across private equity, credit and real estate. With a 30+ year track record of value creation and over $86 billion in assets under management, we back the business owners and financial sponsors that drive growth and innovation across the middle market, transforming untapped potential into durable value.

Future Standard is an Equal Opportunity Employer. 

Future Standard does not accept unsolicited resumes from recruiters or search firms. Any resume or referral submitted in the absence of a signed agreement is property of Future Standard and no fee will be paid.

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