Desktop Services Associate

Cetera • Saint Paul, MN

2d • $30 - $35 • Onsite

About The Position

The Remote Administration Team supports clients operating in highly regulated
broker dealer environments, where precision, accountability, and customer trust
are essential. We are looking for strategic thinkers and proactive problem
solvers who deliver white glove, concierge level support while understanding the
importance of compliance, risk awareness, and consistent service excellence.

This team provides a premium, paid service with high touch expectations,
supporting customers who rely on us as an extension of their business
operations. Team members are exposed to a broad range of technology support
within environments that require careful attention to security controls,
documentation, and regulatory requirements.

In this role, you will leverage strong critical thinking skills to diagnose and
resolve issues efficiently, provide calm and professional customer service and
collaborate closely with teammates to ensure consistent service delivery. You’ll
be expected to approach support with a compliance first mindset while
maintaining a seamless and responsive client experience.

Requirements

• 4+ years of proven Help Desk or End User Support experience, with demonstrated awareness of working within regulated or compliance driven environments.
• Exceptional customer service and communication skills
• Intermediate to advanced administration of Windows operating systems, including troubleshooting, configuration, and user support.
• Intermediate support and administration of iOS and Android devices, including user configuration, security, and troubleshooting.
• Intermediate knowledge of networking and infrastructure, including LAN, WAN, wireless networks, and cloud based environments.
• Intermediate experience with security tools and workflows, including endpoint protection, phishing response, and triaging security related events.
• Proficiency with RMM, ticketing, and documentation platforms
• Intermediate knowledge of Microsoft 365, including the Admin Center, Entra ID, Intune, Exchange, Defender, SharePoint, and Teams.
• Advanced proficiency with Microsoft 365 desktop applications, including Outlook, Word, Excel, PowerPoint, OneDrive, and Teams.
• Working knowledge of modern AI productivity tools, such as Copilot, ChatGPT, Claude, or similar platforms, and an interest in using them effectively in daily workflows.
• Experience supporting SaaS based VoIP solutions, including user support and basic troubleshooting.
• Prior experience working within a Managed Service Provider (MSP) or multi client support environment.

Nice To Haves

• Intermediate to advanced administration of Mac Operating Systems
• PowerShell scripting experience.

Responsibilities

• Provide end to end workstation and application support in compliance driven environments
• Deliver professional, time sensitive support as part of a structured call queue
• Own ticket resolution, documentation, and escalation in the team queue
• Identify recurring issues and proactively resolve them to reduce risk and disruption

Benefits

• Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
• Easy access to mental health benefits to meet our team members and their families where they are.
• 20 plus days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
• 401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
• Paid parental leave to support all team members with birth, adoption, and foster.
• Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
• Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees