Service Desk Technician

Why Great Gray?

At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us.

The Role

Great Gray is looking to add a Service Desk Technician to our Technology team. This role serves as the primary technical point of contact for employees in our Wilmington office, while also supporting others throughout the organization in a remote capacity.

Location

This position will work from our Boston, MA office. Great Gray currently supports a hybrid work model with 4 days onsite, and 1 day remote.

Expectations for this role include an on-call schedule which rotates on a weekly basis. Service Desk Technicians from our four US office locations cover both routine and urgent/critical incidents submitted outside of regular business hours, from 7:30pm ET through the start of the next business day.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Responsibilities

Technical Support:

Provide first-level IT support for hardware, software, and network issues

Troubleshoot and resolve technical problems in a timely manner

Maintain accurate documentation of support tickets and resolutions

Escalate complex issues to appropriate IT teams when necessary

Executive Support:

Offer dedicated technical assistance to executive leadership

Prioritize and respond promptly to executive requests

Ensure executive technology needs are anticipated and addressed

Maintain discretion when handling sensitive information

Sales Team Assistance:

Support our Sales teams with technical issues both on-site and remotely in-the-field

Assist with technical aspects of sales presentations and demonstrations

Ensure sales tools and applications are functioning optimally

Provide just-in-time technical support during client meetings

Onboarding:

Coordinate and execute technology onboarding for new employees

Prepare and configure hardware and software for new hires

Deliver initial training on company systems and tools

Create and maintain onboarding documentation and checklists

General Administration:

Manage inventory of IT equipment and supplies

Assist with implementing IT policies and procedures

Contribute to continuous improvement of IT service delivery

Participate in IT projects as needed

Complete other related duties as assigned

Qualifications & Experience

Required:

2+ years of experience in IT help desk or technical support

Strong knowledge of common business applications and operating systems

Excellent customer service and communication skills

Ability to explain technical concepts to non-technical users

Experience with ticketing systems and IT service management

Proven ability to prioritize tasks in a fast-paced environment

Preferred:

Technical certification (CompTIA A+, HDI, ITIL Foundation)

Experience supporting executive-level staff

Familiarity with onboarding processes

Knowledge of sales tools and CRM systems

Personal Attributes:

Exceptional problem-solving abilities

Professional demeanor and presentation

Adaptability to changing priorities

Strong attention to detail

Team-oriented with a collaborative approach

Commitment to continuous learning

Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Comfortable navigating ambiguity.

Entrepreneurial mindset to bring best practice ideas to the team.

Exhibits our Great Gray attributes: Disciplined Curiosity, Growth Mindset, Results Ownership, Collaboration, Grit

Base Pay Range*

$65,000-$90,000

*This base pay range is subject to change and may be modified in the future.

The pay range displayed above is the base pay compensation range that Great Gray expects to pay for this position at the time of this posting. Individual compensation within this range, or that may warrant a provision for pay beyond this range, depends on multiple factors, including, but not limited to, candidate’s prior education and relevant work experience and training as well as position location and local market demands. Our pay-for-performance culture also includes participation in an annual incentive bonus plan for this position which is not included in the ‘Base Pay Range’ noted above.