Desktop Analyst

Role overview

Align is looking for a client-oriented Desktop Analyst to deliver first-line support to end users across its managed services accounts. The role sits within the Managed Services team, which is responsible for monitoring and supporting both mission-critical and non-critical IT assets. This position suits someone with prior helpdesk or desktop support experience in a managed services or corporate setting, along with strong communication, troubleshooting, and customer service abilities.

The team values professionals who are proactive, detail-focused, and able to work from documented processes while maintaining high-quality support in a busy environment. Experience assisting executive or VIP users is beneficial, though not mandatory.

Work setup and schedule

• This is a hybrid position with onsite work required three days each week at the New York City office.
• The role includes a rotational on-call commitment covering overnight and weekend shifts.
• This is a full-time job with full benefits and a salary range of $65,000 to $70,000.

Responsibilities

As part of the frontline support function, you will help resolve end-user technology issues and keep workstations and related services running smoothly.

• Respond to desktop and user support requests for managed services clients.
• Provide courteous, timely follow-up and resolution, including occasional support for executive or VIP users.
• Handle common support issues such as password resets, basic connectivity problems, Microsoft Office administration, O365 application support, IP phone issues, and workstation troubleshooting.
• Install, update, and remove desktop applications as needed.
• Track inventory for hardware, peripherals, and user devices.
• Escalate more complex issues to senior team members when appropriate.
• Use documented troubleshooting workflows and internal procedures to maintain consistent service delivery.
• Confirm that desktops, printers, and user workstations are functioning properly and escalate hardware faults when necessary.

Required experience and qualifications

• 1 to 3 years of experience in helpdesk or desktop support within a fast-moving MSP or multi-client corporate environment.
• Direct experience supporting users in a Managed Services Provider setting.
• Exposure to hybrid and/or cloud-based environments, including a mix of on-premises and cloud infrastructure.
• Practical experience with Microsoft 365/O365 and Exchange.
• Basic endpoint support and troubleshooting experience with Intune.
• Working knowledge of Entra ID (Azure AD) and Active Directory, including password resets, group membership changes, and basic user support.
• Experience using remote support tools and VPNs.
• Familiarity with networking basics such as DNS, DHCP, and Wi‑Fi troubleshooting.
• Experience with file-sharing platforms such as Egnyte, OneDrive, SharePoint, or similar tools.
• Strong customer service skills and comfort supporting users with different levels of technical knowledge, including occasional executive or VIP users.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks, set priorities, and stay efficient in a fast-paced setting.
• Collaborative mindset with enthusiasm for learning, growing, and taking on more responsibility.

Preferred background

• A bachelor’s degree or relevant IT certifications such as CompTIA A+ or Network+ are preferred.
• Knowledge of troubleshooting best practices, structured problem-solving, and knowing when to escalate issues is an advantage.
• Experience in the hedge fund or alternative investment sector is helpful but not required.

Additional information

To ensure a fair and consistent hiring process, some interviews may be recorded. These recordings are used only internally for training, quality assurance, and improving recruitment practices. Candidates will be told in advance and will need to give consent before any recording takes place.

Align is a global technology infrastructure provider that designs and delivers solutions from the data center to the desktop, alongside managed IT services. Its professional services include consulting, design, project management, engineering, implementation, and support. The Managed Services team supports clients in the alternative investment sector and also provides cybersecurity advisory services. Align is a Microsoft Tier 1 Cloud Solutions Provider and Gold Partner, with over three decades of experience serving Global 1000 and SMB clients across financial services, life sciences, retail, technology, media, telecommunications, and more.