Desktop Support Level III

Who We Are:
Galaxy is a global leader in digital assets and data center infrastructure, delivering solutions that accelerate progress in finance and artificial intelligence. We believe that blockchain and digital asset innovation will transform how value moves through the world – and we’re building the products and services to make that future a reality.
 
Our institutional digital assets platform spans trading, investment banking, asset management, staking, self-custody, and tokenization technology. We also invest in and operate cutting-edge data center infrastructure to power AI and high-performance computing, addressing the growing demand for scalable energy and compute in the U.S.
 
We work at the intersection of finance and technology, helping institutions, startups, and developers navigate a digitally native economy. Led by CEO and Founder Michael Novogratz, our team blends deep crypto expertise with institutional experience and a shared commitment to shaping the future of Web3 and AI.
 
Galaxy is headquartered in New York City, with offices across North America, Europe, the Middle East, and Asia.
 
To learn more about our businesses and products, visit www.galaxy.com.

What We Value:

We are a diverse team of free thinkers, and fast movers united to help investors and creators energize the global economy. We are looking for individuals who thrive in a culture of builders and overachievers and embrace high performance, transparent feedback, and a mission-first approach. Our culture shapes our way of working and gets us where we want to be.

• Seek Excellence.
• Be Selective To Be Effective.
• Be Highly Aligned, Loosely Coupled.
• Disagree Transparently.
• Encourage Independent Decision-Making.
• Build Dream Teams.

Who You Are:

A Senior Desktop Support person that will support the firm and its users globally. The role will involve direct as well as remote end user support. In this position, you will leverage your firsthand experience involving technology and security implementations that go beyond a typical financial services organization of this size and be part of a nascent industry with enormous growth possibilities. The position requires daily on-site presence at Galaxy’s offices in New York, in addition to working on off-hours support tasks as well as nights and weekends as needed.

What You’ll Do:

• Serve as a Level 3 Desktop Support Engineer in our NY Office.
• Be a source of escalation for Level 1 Desktop Support Analysts.
• Work closely with the IT & Security team to ensure users are well-supported for IT usage.
• Provide high-touch white glove service to executive users as well as responsive, high-performance trade support.
• Deliver hands-on deskside and remote technical support across hardware, software, and network issues.
• Track and triage desktop support ticketing and case management.
• Assist with device rollouts, onboarding/offboarding, and hardware lifecycle and asset tracking.
• Coordinate with global IT Desktop and Helpdesk teams to align on standards, processes, and escalations.
• Manage and prioritize the local IT support ticket queue, ensuring SLAs and service quality are met.
• Administrator and help maintain various SAAS applications.
• Provide off-hours support and escalation via phone and remote access as required.

What We’re Looking For:

• 5+ years of experience in technical support, including 3+ years of deskside or trade floor experience.
• Bachelor’s degree in Information Technology or equivalent work experience.
• Relevant certifications such as CompTIA A+/Network+, Microsoft, or Cisco are a plus.
• Excellent interpersonal, communication, organization and customer service skills
• Proven ability to deliver white glove support to executives and responsive trade support in fast-paced environments.
• Strong working knowledge of both Windows and Mac OS operating systems.
• Hands-on experience with MDM platforms such as Airwatch, Jamf, or Microsoft Intune.
• Solid understanding of Office 365, Active Directory, and networking fundamentals (TCP/IP, DNS, DHCP).
• System Administration and Engineering for SAAS Applications such as Box, Zoom, and Slack.
• Experience with integrations between SAAS providers.
• Experience with hardware deployment, mobile device support, and enterprise software troubleshooting.

What We Offer:

• Competitive base salary and discretionary bonus
• Flexible Time Off (i.e. unlimited paid vacation days)
• Company paid Holidays (11)
• Company paid sick leave
• Company-paid health and protective benefits for employees, partners, and other dependents
• 3% 401(k) company contribution
• Generous paid Parental Leave
• Free virtual coaching and counseling sessions through Headspace 
• Opportunities to learn about the Crypto industry
• Free daily snacks in-office
• Smart, entrepreneurial, and fun colleagues
• Employee Resource Groups

Apply now and join us on our mission to engineer a new economic paradigm.

Galaxy respects diversity and seeks to provide equal employment opportunities to all employees and job applicants for employment without regard to actual or perceived age, race, color, creed, religion, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital or partnership or caregiver status, ancestry, national origin, citizenship status, disability, military or veteran status, protected medical condition as defined by applicable state or local law, genetic information or predisposing genetic characteristic, or other characteristic protected by applicable federal, state, or local laws and ordinances.

We will endeavor to make a reasonable accommodation to the known limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete the application process or to participate in an interview, please contact careers@galaxy.com.