Location: New York, NY, United States

The Global IT Service Desk Analyst will be the primary point of contact for internal technology support, handling incidents and service requests via phone, email, and Microsoft Teams. You will troubleshoot remotely, manage tickets in our Service Desk system, and collaborate with senior teams to ensure timely resolution while maintaining high customerservice standards in a fastpaced financial services environment.

Responsibilities

• Serve as the first point of contact for IT support across phone, email, and MS Teams, aiming for firstcontact resolution.
• Log, track, and manage tickets with detailed descriptions in the Service Desk ticketing system.
• Perform remote troubleshooting and guide end users through structured problemsolving steps.
• Administer Active Directory tasks: create, unlock, enable/disable accounts, and modify group memberships.
• Configure shared drive mappings, Microsoft 365 groups, and distribution lists.
• Manage MultiFactor Authentication for remote access, Microsoft 365, and Oracle applications.
• Maintain clear work queues and resolve tickets within agreed SLA timeframes.
• Document recurring issues and create howto guides for the knowledge base.
• Participate in shift rotations or oncall coverage to support global time zones.
• Assist with onboarding/offboarding, including hardware provisioning and account lifecycle management.

Qualifications

• Proficiency in Active Directory user and group management.
• Strong working knowledge of Microsoft 365 (Outlook, Teams, SharePoint).
• Excellent written and verbal communication skills in English.
• Strong analytical and problemsolving abilities with high attention to detail.
• Ability to work effectively under pressure in a fastpaced environment.
• 1+ year of experience in a helpdesk or IT support role (preferred).
• Familiarity with ITSM tools such as ServiceNow or Jira Service Management (preferred).
• Basic understanding of networking concepts (DNS, VPN, DHCP) (preferred).
• Relevant certification (CompTIA A+, ITIL Foundation, or equivalent) (nice to have).
• Experience supporting remote users across multiple time zones (nice to have).

 

Compensation Expectations: $55,000 - $60,000 Base Salary

 

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Join Cantor Fitzgerald Technology Markets as a Junior Helpdesk Support Analyst, delivering firstline IT assistance to global users from our Downtown NYC office.