Senior Service Desk Technician (Phoenix, AZ)

Edelman Financial Engines, LLC•Phoenix, AZ

4d•$48,900 - $65,300•Hybrid

About The Position

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!

Requirements

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.
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

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 with timely resolution.
Troubleshoot and resolve hardware, software, and basic network issues.
Follow up on open tickets, ensuring timely resolution and user communication.
Escalate complex issues to higher-level support and/or specialized teams.
Utilize and contribute to the knowledge base, documenting solutions, and procedures.
Follow standard operating procedures (SOPs) for consistent service delivery.
Assist with password resets, account provisioning, and access requests.
Ensure compliance with security policies and data protection standards.
Assist with pipeline, upcoming, and ongoing projects as requested.