Senior Service Desk Technician (Boston, MA-Hybrid)

At Edelman Financial Engines (EFE), our purpose is to guide people with the financial advice they need to thrive. We believe that every dollar saved represents a lifetime of hard work and aspirations, and every dollar invested has a job to do for our clients. Our culture is grounded in our CORE values: Client First, One Team, Respectful Candor, and Endless Curiosity. These values guide everything we do, for our clients and each other.

About the role

As a Senior Service Desk Technician on the IT Service Tech team, you’ll play a pivotal role as a primary escalation point for complex technical issues and provide advanced support to end-users. This position requires strong technical expertise with Windows and Mac environments, Active Directory, and Office 365 administration, as well as the ability to create, maintain, and enforce Standard Operating Procedures (SOPs). The ideal candidate has strong technical expertise, excellent communication skills, and a customer-focused mindset.

Responsibilities

• Respond to incidents and service requests for calls and tickets ensuring timely resolution.
• Troubleshoot and resolve hardware, software, and basic network issues.
• Act as the escalation point for complex technical issues not resolved by service desk staff.
• Troubleshoot advanced issues with hardware, software, networking equipment, and business-critical applications.
• Train, mentor, and support junior service desk team members.
• Manage and prioritize help desk tickets, ensuring timely response and resolution, while escalating issues to team lead and/or management when appropriate.
• Assist with imaging, deployment, and maintenance of end-user hardware and backup solutions.
• Ensure compliance with security policies and data protection standards.
• Utilize and contribute to the knowledge base, documenting solutions, and procedures.

Requirements

• 6+ years of experience in IT support or service desk roles.
• Very strong analytical problem solving and troubleshooting abilities.
• Excellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment.
• Ability to concisely document processes, procedures, issues, resolutions; strong writing skills required.
• Excellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user.
• Self-motivated, forward thinking.
• Ability to multitask in a fast-paced environment; handle multiple issues/requests simultaneously; able to quickly re-adjust priorities on demand.
• Windows 11 end user support.
• Microsoft O365 end user support.
• Support, troubleshooting and imaging of hardware (Dell and Mac laptops).
• Basic knowledge of network connectivity and troubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing & switching, VPN.
• Familiarity with Microsoft Active Directory (user & computer accounts, OU’s, Group Policy) and EntraID.
• Printer support (both USB and network) – hardware, drivers, installation, print queue management, troubleshooting.

Skills

• Experience with Windows 11 OS.
• Experience with ITSM ticketing systems (JIRA, Ivanti, etc.).
• Experience with Ivanti Neurons.
• Experience with OKTA verify.
• Experience with Active Directory.
• Experience with Microsoft Office O365.
• Experience with monitoring and remote management tools.
• Experience with JAMF administration.
• Experience with Dell laptops.
• Experience with Apple OS.
• Experience with Mac laptops.

Preferred Certifications

• CompTIA A+ (220-1101)
• CompTIA A+ (220-1102)
• CompTIA Net+
• ITIL Foundation 4.0

Schedule

This position currently follows a hybrid work model. Employees are required to work from the office at least two days per week (Monday – Friday).

Pay

The expected base salary range for this role nationally is $48,800 - $65,100. Final base pay will be carefully determined based on several factors, including responsibilities, job-related skills, relevant experience, geographic location, and market conditions. Additionally, this role may be eligible for other forms of compensation and benefits, such as a discretionary bonus, health, dental and other wellness plans, and 401(k) contributions.

About Edelman Financial Engines

Since 1986, Edelman Financial Engines has been committed to always acting in the best interests of our clients. We were founded on the belief that all investors – not just the wealthy – deserve access to personal, comprehensive financial planning and investment advice. Recognized by Barron’s as a top RIA firm for eight years in a row, we support more than 1.27 million clients across 140+ offices nationwide and manage over $324 billion in assets. Our unique approach to serving clients combines our advanced methodology and proprietary technology with the attention of a dedicated personal financial planner.