Job Description
Role Overview
Agility Partners is seeking an Artemis Desk Side Support Specialist to provide high-touch, in-person IT support to end users, with a strong focus on Artemis platform troubleshooting and enterprise desktop environments. This role sits within the IT Operations / End User Services team and is responsible for delivering timely issue resolution, improving first-time fix rates, and enhancing the overall user experience.
A little about this gig
This position supports a fast-paced, enterprise environment where reliability, responsiveness, and professionalism are critical. The specialist will work closely with infrastructure, application, and service desk teams to resolve issues, support business-critical systems, and drive continuous improvement across support processes.
Key Responsibilities
Desk Side & End User Support
Provide on-site technical support for hardware, software, and peripheral issues (laptops, desktops, mobile devices, printers)
Troubleshoot and resolve incidents related to Artemis applications and integrated systems
Deliver white-glove support to business users, including executives when needed
Own issues through full lifecycle (intake → troubleshooting → resolution → documentation)
Application & Artemis Support
Support Artemis platform users, including access, performance, and functionality issues
Partner with application teams to escalate and resolve complex system-related problems
Assist with deployments, upgrades, and patching related to Artemis and associated tools
Incident & Service Management
Manage tickets through ITSM tools, ensuring SLA adherence and accurate documentation
Prioritize and triage incidents based on business impact and urgency
Contribute to knowledge base articles and standard operating procedures
Continuous Improvement
Identify recurring issues and recommend process or technical improvements
Support initiatives to improve first-time fix rates and reduce ticket volume
Participate in projects such as device rollouts, office moves, or system upgrades
Qualifications
Core Skills & Experience
3–7 years of desk side / end user support experience in an enterprise environment
Experience supporting Artemis or similar financial/trading platforms (highly preferred)
Strong troubleshooting skills across Windows OS, M365, and standard enterprise tools
Familiarity with Active Directory, device imaging, and endpoint management tools
Technical & Operational Strengths
Experience with ITSM tools (ServiceNow or similar) and incident management processes (ITIL-aligned)
Ability to support both hardware and software issues in a fast-paced environment
Understanding of network basics (VPN, connectivity, remote access troubleshooting)
Soft Skills
Strong communication and customer service mindset (white-glove support approach)
Ability to manage multiple priorities and work independently
Collaborative team player with a continuous improvement mindset
Nice to Have
Experience in financial services or investment management environments
Exposure to trading systems, market data platforms, or portfolio management tools
Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications