Desktop Support Engineer

This is a hybrid role (4 days in office/1 day remote).

About your team:

Interactive Brokers (IBKR) is seeking a Desktop Support Engineer to join our Information Technology team. This role provides first-level technical support for Microsoft Windows platforms across the organization. You will assist business and development end-users via phone, email, and a centralized ticketing system to resolve or escalate IT issues.

This position requires strong technical knowledge, polished communication skills, and a high sense of urgency. Ideal candidates will demonstrate intermediate expertise in Windows and networking technologies, patience with less technical users, and the ability to thrive in a fast-paced environment.

What will be your responsibilities within IBKR: 

• Provide timely technical assistance for issues related to computer systems, software, and hardware in accordance with departmental SLAs.
• Support users via phone, email, in-person, and remote tools.
• Troubleshoot and resolve issues involving desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals.
• Install operating systems, applications, drivers, and configure system settings per departmental standards.
• Diagnose root causes of technical problems and implement permanent solutions to prevent recurrence.
• Document resolutions in the department’s knowledge base and contribute to self-help resources for employees.
• Maintain detailed records of incident activity, including contact attempts and resolution notes, and escalate when necessary.
• Participate in departmental and firm-wide projects as assigned.
• Attend training sessions and team meetings to support productivity and development goals.
• Interface professionally with employees at all levels, including executives, to promote a positive image of the IT department.
• Communicate effectively with both technical and non-technical colleagues.

Which skills are required:

• Associate’s degree in Computer Science or related field preferred.
• Certifications such as A+, Network+, Microsoft, or VMware are a plus.
• Minimum 2+ years of technical support experience, or equivalent education and training.
• Strong organizational, prioritization, and multitasking abilities.
• Team-oriented mindset with a commitment to knowledge sharing.
• Ability to explain technical concepts to non-technical stakeholders.
• Excellent interpersonal, written, and verbal communication skills.
• Detail-oriented, flexible, and self-directed.
• Resourceful and proactive in solving problems independently.
• Ability to manage multiple high-priority tasks in a technical environment

Technical Competencies

• Strong knowledge of Microsoft Windows desktop operating systems.
• Proficiency in Microsoft Office Suite.
• Working knowledge of:
  • Entra ID and Azure services
  • Administrative scripting (PowerShell, Python, etc.)
  • Intune packaging and PC deployments
  • TCP/IP, Wi-Fi, DNS, DHCP
  • Active Directory environments and Office 365 cloud applications
  • Desktop imaging, application deployment, hard drive encryption, domains, and group policies

 Company Benefits & Perks