Senior Service Desk Technician (Boston, MA-Hybrid)
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.
- Aid in imaging, deployment, and maintenance of end-user hardware and backup solutions.
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.
- Experience with Windows 11 OS.
- Experience with ITSM ticketing systems (JIRA, Avanti, etc.).
- Experience with Avanti 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
Pay
The expected base salary range for this role nationally is $48,800- $65,100. However, 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.
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).
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 (awarded each September (2018-2025) based on prior 12-month data through June 30)1, we support more than 1.27 million clients across 140+ offices nationwide and manage over $324 billion in assets 2. Our unique approach to serving clients combines our advanced methodology and proprietary technology with the attention of a dedicated personal financial planner. Every client’s situation and goals are unique, and the powerful fusion of high-tech and high touch allows Edelman Financial Engines to deliver the personal plan and financial confidence that everyone deserves.
Contact Information
If you need accommodations to participate in the hiring process, you may request one at any time by contacting your recruiter or efetalentacquisition@edelmanfinancialengines.com. For California residents, please see the link for the Privacy Notice for Candidates. California law requires that we provide you this notice about the collection and use of your personal information. Please read it carefully.