Senior Service Desk Technician (Boston, MA-Hybrid)

Edelman Financial Engines, LLC•Boston, MA

8d•$48,800 - $65,100•Hybrid

About The Position

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 provides 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. 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 Senior Service Desk Technician role, we are seeking a candidate with proven advanced technical troubleshooting and escalation leadership to help advance end-user experience and operational efficiency. If you are a problem solver and strive at delivery excellence this may be an opportunity for you!

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.
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

Nice To Haves

CompTIA A+ (220-1101)
CompTIA A+ (220-1102)
CompTIA Net+
ITIL Foundation 4.0

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.
Ensure compliance with security policies and data protection standards.
Utilize and contribute to the knowledge base, documenting solutions, and procedures.