Position Overview 

Align is seeking an experienced, client-focused Desktop Engineer to join our Managed Services team. This role is ideal for a technical professional who combines strong desktop and end-user support expertise with exceptional customer service and communication skills.

The Desktop Engineer will provide hands-on technical support within a corporate environment, with a particular focus on supportingexecutives, VIPs, and other high-touch users. The successful candidate will be proactive, professional, responsive, and comfortable troubleshooting issues in a fast-paced environment where the quality of the client experience is just as important as the technical resolution.

Previous experience supporting clients within the Hedge Fund, Alternative Investment, or broader Financial Services industry is strongly preferred.

• This is a hybrid role that requires being onsite at our NYC office three days per week
• You will be required to participate in a rotational on-call schedule that includes overnights and weekends 
• This is a full-time position offering full benefits, a salary in the $70K to $80K range.

Key Responsibilities

• Provide onsite deskside and end-user technical support at a key Managed Services client location.
• Deliver a high level of customer service and technical support, with particular attention to executive and VIP users.
• Own technical issues through resolution, maintaining clear communication and timely follow-up with clients throughout the support process.
• Work effectively with users across varying levels of technical knowledge, translating technical concepts into clear, client-friendly language.
• Troubleshoot desktop, laptop, connectivity, IP phone, printing, and application-related issues.
• Support Microsoft 365 applications and services, including common desktop and productivity-related issues.
• Install, configure, upgrade, and remove desktop applications, hardware, and user workstations.
• Troubleshoot general workstation and infrastructure-related issues and help ensure end-user technology remains operational and reliable.
• Escalate complex technical issues appropriately while maintaining ownership of the client experience and communication.
• Accurately document troubleshooting steps, resolutions, and relevant client information in accordance with Managed Services processes.

Required Qualifications

• 2–5 years of experience working within a Managed Services Provider (MSP) or similar client-facing IT support environment.
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent professional experience and technical certifications.
• Strong understanding of structured and systematic troubleshooting methodologies.
• Experience supporting hybrid and cloud-based environments.
• Hands-on experience with Microsoft 365, Exchange, Microsoft Intune, and Microsoft Entra ID (Azure AD).
• Working knowledge of remote-access technologies, including VPN, virtual machines, Azure Virtual Desktop (AVD), and Remote Desktop.
• Familiarity with Active Directory and Group Policy.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and basic connectivity troubleshooting.
• Experience supporting users within the Hedge Fund, Alternative Investment, or Financial Services industry is strongly preferred.

Preferred Qualifications

• Minimum of four years of desktop, deskside, or end-user technical support experience.
• Demonstrated ability to provide professional, high-touch support to executives, VIPs, and demanding client environments.
• Strong commitment to customer service, issue ownership, follow-through, and timely resolution.
• Excellent verbal and written communication skills with the ability to communicate professionally and courteously with clients.
• Strong attention to detail with the ability to manage multiple priorities simultaneously.
• Ability to work effectively both independently and as part of a collaborative support team.
• Comfortable working in a fast-paced, dynamic environment where priorities may shift throughout the day.
• Strong judgment and professionalism when handling sensitive client information and high-impact technical issues.

To support a fair, consistent, and high-quality hiring experience, some interviews may be recorded. These recordings help our team focus fully on the conversation at hand, rather than note-taking, and allow us to better evaluate and improve our recruitment process. Recordings are used solely for internal purposes such as training, quality assurance, and process improvement. Candidates will be informed in advance and asked to provide consent before any recording takes place.

Tier 2