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. That’s why we are committed to managing our clients’ investments by truly understanding them as people first and then delivering advice, strategies and solutions to help them feel confident about the plans they are making, whether for today, tomorrow, or in the great unknown future. Our goal is to build long-term relationships based on respect, integrity, and a belief that our responsibility is to help people make smart investments decisions in every stage of their lives.

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. We are committed to moving forward together. If you are inspired by purpose-driven work and a collaborative, values-led culture, we invite you to explore a career with us.

As a Senior Service Desk Technician on the IT Service Desk team, you’ll play a pivotal role by providing end user support for all EFE staff. This includes interfacing with end users at all levels as well as other cross functional IT teams. The Service Desk Technician is the initial point of contact for IT support and is responsible for gathering and analyzing information regarding the end user’s request or issue, troubleshooting, resolving or escalating as needed and handling the ticket through resolution.

In addition to an earnest desire to help people, we are looking for the ideal candidate to complement the team’s existing talents. For this Service Desk Technician role, we are seeking a candidate with proven technical troubleshooting experience to help deliver a reliable, consistent end-user support experience. If you are a strong customer focused communicator and detail driven this may be an opportunity for you!

Responsibilities:

ITSM Operations: Incident management, service requests, SLAs, categorization, prioritization, escalation, knowledge articles, documentation quality.

· Manage service desk tickets using ITSM tools, ensuring accurate categorization, prioritization, troubleshooting notes, resolution details, asset linkage, and knowledge article references.

· Maintain accurate asset management and CMDB data for assigned devices, peripherals, users, locations, configuration items, lifecycle status, and support history.

· Act as an escalation point for Tier 1 and Tier 2 support issues, ensuring timely resolution of complex incidents and service requests while maintaining SLA alignment, which will entail supporting Tier 1 and Tier 2 call queues as needed.

· Use Microsoft Excel to analyze ticket queues, SLA performance, asset data, inventory exceptions, and operational trends; create clean summaries, pivot tables, filters, formulas, and export-ready reports as needed.

· Create and maintain high-quality knowledge base articles, runbooks, troubleshooting guides, and process documentation that enable repeatable support and reduce escalations.

· Mentor junior technicians, model customer-focused communication, and coach the team on troubleshooting standards, documentation quality, process consistency, and automation adoption.

AI and Automation: AI-assisted troubleshooting, knowledge generation, automation opportunity identification, low-code/no-code workflow support

· Use AI-enabled support practices, knowledge search, prompt-based troubleshooting, and automation opportunities to improve ticket resolution, self-service, deflection, and technician productivity.

· Design, support, or improve automation workflows for recurring service desk processes such as onboarding, access requests, device fulfillment, approval routing, knowledge routing, and status notifications.

Endpoint Management: Windows, macOS, mobile devices, Microsoft Intune, remote tools, app deployment support, device compliance awareness

· Diagnose and resolve hardware, software, mobile, endpoint, application, and basic network issues, including VPN, Wi-Fi, DNS/DHCP awareness, connectivity, printer, and peripheral troubleshooting.

· Support identity and access tasks across Active Directory, Microsoft 365, Okta MFA, group membership, password resets, account lifecycle activities, and secure access practices.

· Support endpoint management activities using Microsoft Intune, including device enrollment awareness, compliance checks, app deployment support, configuration troubleshooting, and basic mobile device management.

· Participate in IT projects, endpoint refreshes, application deployments, identity initiatives, automation pilots, and service improvement efforts.

Networking: VPN, Wi-Fi, TCP/IP basics, DNS/DHCP awareness, printer/peripheral connectivity, structured escalation

· Diagnose and resolve hardware, software, mobile, endpoint, application, and basic network issues, including VPN, Wi-Fi, DNS/DHCP awareness, connectivity, printer, and peripheral troubleshooting.

Asset Management: Asset records, device ownership, lifecycle status, inventory accuracy, configuration item relationships, audit readiness

Requirements:

2-4+ years of technical support experience

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, 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

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).

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.

Your recruiter can share more about the specific benefits eligible for this role during the hiring process.

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 w