Senior Service Desk Technician (Boston, MA)
Edelman Financial Engines, Boston, MA, United States
Senior Service Desk Technician (Boston, MA - Hybrid)
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.
Strong working knowledge of both Windows and Mac operating systems.
Hands‑on experience with Active Directory and Office 365 administration.
Experience with service ticketing/tracking systems and remote support tools.
Strong interpersonal and communication skills with the ability to mentor and guide junior staff.
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.
Technical Knowledge
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
Work 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).
Compensation and Benefits
Edelman Financial Engines takes a market‑based approach to 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.
Edelman Financial Engines encourages success based on our individual merits and abilities without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, pregnancy; marital, domestic partner or civil union status; national origin, citizenship, ancestry, ethnic heritage, genetic information, age, legally recognized disability, military service or veteran status.
Accommodations are modifications or adjustments to the hiring process that would enable you to fully participate in that process. If you need assistance to accommodate a disability, you may request one at any time by either contacting your recruiter or HRQ@EdelmanFinancialEngines.com.
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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.
Strong working knowledge of both Windows and Mac operating systems.
Hands‑on experience with Active Directory and Office 365 administration.
Experience with service ticketing/tracking systems and remote support tools.
Strong interpersonal and communication skills with the ability to mentor and guide junior staff.
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.
Technical Knowledge
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
Work 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).
Compensation and Benefits
Edelman Financial Engines takes a market‑based approach to 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.
Edelman Financial Engines encourages success based on our individual merits and abilities without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, pregnancy; marital, domestic partner or civil union status; national origin, citizenship, ancestry, ethnic heritage, genetic information, age, legally recognized disability, military service or veteran status.
Accommodations are modifications or adjustments to the hiring process that would enable you to fully participate in that process. If you need assistance to accommodate a disability, you may request one at any time by either contacting your recruiter or HRQ@EdelmanFinancialEngines.com.
#J-18808-Ljbffr