About the job

FS Investments is seeking a Help Desk Analyst, as part of the IT Infrastructure and Technology team, to be responsible for managing all the 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 New York City 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 traders, 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.

Key Responsibilities:

• Provide Exceptional Support: Deliver prompt and professional technical support in person, via phone, or electronically, catering to the unique needs of traders and C-suite executives.
• Troubleshooting Expertise: Diagnose and resolve complex hardware and software issues efficiently, with a deep understanding of trading floor technologies and mission-critical applications.
• Onboarding Excellence: Facilitate the onboarding process for new hires by provisioning equipment, software, security credentials, and ensuring seamless integration into the organization.
• Project Participation: Collaborate on technology initiatives and projects, contributing to innovative solutions that enhance IT services across the firm.
• Hardware & Software Management: 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.
• Escalation & Communication: Effectively escalate complex issues to appropriate teams while providing clear, timely communication to stakeholders.
• Security & Compliance: Enforce compliance with IT security policies and ensure devices meet regulatory requirements critical to financial firms.

Qualifications:

• Experience: 3+ years in desktop support or technical troubleshooting roles, preferably within financial services or a similar high-stakes environment.
• Education: Bachelor's degree in a related field preferred.
• Customer Service Excellence: Proven ability to provide top-tier support to high-profile users, including traders and executives, with an emphasis on clear, professional communication.
• Technical Acumen: Advanced knowledge of hardware, licensed software, and troubleshooting theories. Familiarity with trading platforms, market data applications, and industry-specific software is highly desirable.
• Organizational Skills: Strong ability to manage multiple tasks in a dynamic, high-pressure environment while maintaining attention to detail.
• Team-Oriented: Comfortable working collaboratively in a team, with minimal supervision, while maintaining a customer-first mindset.
• Problem-Solving: Demonstrated ability to analyze complex technical issues and implement effective solutions quickly.
• Adaptability: Familiarity with the unique demands of a trading floor environment, including urgency, precision, and resilience under stress.

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.

Salary Range: $85,000 - $95,000/year

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, peer and market data, prior performance, business sector, and geographic location. Also eligible for an annual discretionary incentive compensation award.

We offer a full spectrum of benefits, including Medical, Prescription Drug, Dental, Vision, Health Savings Account, Dependent Day Care Savings Account, Life Insurance, Disability and other Insurance Plans, Paid Time Off, Holidays, 401(k), and Short/Long Term Disability.