Desktop Onsite Technical Support
About The Position
Voya is seeking a detail-oriented, customer-focused Solutions Engineer for its Employee Tech Services team. Based onsite five days a week in Boston, Massachusetts, this role provides white-glove deskside and remote IT support in a financial services environment. The position covers Windows-based desktops, laptops, mobile devices, and audiovisual and conferencing systems, with the goal of resolving technical issues, supporting operational excellence, and providing seamless end-user experiences. The role also supports office moves, technology refreshes, infrastructure buildouts, device and software deployments, and IT asset lifecycle activities. The employee maintains service tickets against SLA and KPI targets, works with cross-functional IT teams, and contributes to incident response and root cause analysis. Voya describes opportunities to learn and develop within the role and organization.
Requirements
- Bachelor’s degree or 2–4 years of relevant IT experience.
- Experience supporting Windows OS, Microsoft 365, Active Directory, and enterprise collaboration tools.
- Familiarity with ITIL processes, including Incident, Problem, Change, and Release Management.
- Experience with IT Asset Management (ITAM) tools and practices.
- Strong communication, interpersonal, and problem-solving skills.
- Ability to manage multiple tasks in a fast-paced environment.
- Willingness to work flexible hours, including evenings and weekends, as needed.
Nice To Haves
- Relevant industry certifications, such as Microsoft, ITIL, or CompTIA.
- Experience in a financial services or managed services environment.
- Familiarity with performance management and capacity planning.
Responsibilities
- Provide Level 1 and Level 2 deskside and remote support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
- Troubleshoot and resolve hardware, software, network access, and user credential issues.
- Assist with office moves, tech refreshes, and infrastructure buildouts.
- Perform onsite hardware and software installations, diagnostics, and repairs.
- Use remote tools to assist users and resolve issues.
- Maintain and update service tickets in alignment with SLA and KPI targets.
- Deliver attentive, high-quality white-glove deskside support to staff.
- Support deployment of software releases, patches, and system upgrades across end-user devices.
- Participate in IT asset lifecycle activities, including procurement, inventory, and disposal.
- Collaborate with cross-functional IT teams and share knowledge with peers.
- Assist with incident response and contribute to root cause analysis as needed.
- Support standard change, release, and problem management processes.
- Learn, grow, and develop within the role and organization.
Benefits
- Health, dental, vision, and life insurance plans.
- 401(k) savings plan with company matching contributions up to 6%.
- Employer-paid Voya Retirement Plan cash balance plan (4%).
- Tuition reimbursement up to $5,250 per year.
- 20 days of paid time off, nine paid company holidays, and a flexible Diversity Celebration Day.
- 40 hours of paid volunteer time per calendar year.
- Incentive opportunities, which may include annual cash incentives, sales incentives, and/or long-term incentives, based on the role and achievement of annual performance objectives.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
