Service Desk Engineer

Finance Of America Reverse•Conshohocken, PA

4d•$65,000 - $80,000

About The Position

Finance of America helps homeowners 55+ access the equity they've built while staying in full control of their home and their financial future. Through a range of reverse mortgage solutions, we help customers shape the retirement they've earned while continuing to evolve how we serve and work together. Joining Finance of America now means stepping into a period of momentum and growth, with teams actively shaping what comes next and opportunities to make an impact and grow your career. Purpose of Role Responsible for providing advanced technical support to end users across the organization, including computers, applications, systems, devices, access, and hardware. Independently resolves complex technical issues, maintains existing systems and environments, and escalates issues to specialized IT teams when appropriate. Provides occasional elevated support to executive and VIP users and contributes to continuous improvement of IT support processes.

Requirements

Minimum of 4 years of experience in a help desk or IT support environment, including at least 1 year of hands-on desktop support experience.
Demonstrated ability to work independently while collaborating effectively with a technical team.
Strong experience supporting desktops, laptops, printers, mobile devices, and peripheral hardware.
Working knowledge of Windows 10/11, Microsoft Office applications, Active Directory, and endpoint management tools.
Familiarity with tools and platforms such as AWS, Intune, Jira and Jira Service Management, Entra (Azure AD), SharePoint, ZScaler, or comparable technologies.
Understanding of enterprise IT infrastructure, including networking concepts, VPN configuration, and system maintenance.
Strong troubleshooting, analytical, and problem-solving skills in a dynamic technical environment.
Excellent written and verbal communication skills with a strong customer-service orientation.
Ability to prioritize tasks, manage multiple issues simultaneously, and maintain attention to detail.
Bachelor's Degree or comparable qualifications
Information Technology, Computer Science, or a related field.

Nice To Haves

CompTIA A+ or related CompTIA certifications.
Microsoft certifications.

Responsibilities

Provides advanced technical support to end users through ticketing systems, phone, email, and chat, accurately diagnosing and resolving complex issues.
Independently maintains and supports end-user computing environments, ensuring stability, performance, and adherence to IT standards.
Escalates issues to specialized IT teams such as networking, messaging, or infrastructure teams as needed, providing thorough documentation and analysis.
Delivers occasional “white-glove” technical support to executives and designated VIP users.
Installs, configures, and maintains approved software, system updates, and security patches.
Participates in IT projects such as system rollouts, upgrades, and technology refresh initiatives.
Reviews existing IT support processes and identifies opportunities for efficiency, standardization, and service improvement.
Creates and maintains technical and process documentation for supported systems and applications.
Performs other duties as assigned.