Service Desk Technician (Santa Clara, CA-Hybrid)

Edelman Financial Engines•Santa Clara, CA

2d•$48,900 - $65,300•Hybrid

About The Position

At Edelman Financial Engines (EFE), our purpose is to guide people with the financial advice they need to thrive. We believe that every dollar saved represents a lifetime of hard work and aspirations, and every dollar invested has a job to do for our clients. That’s why we are committed to managing our clients’ investments by truly understanding them as people first and then delivering advice, strategies and solutions to help them feel confident about the plans they are making, whether for today, tomorrow, or in the great unknown future. Our goal is to build long-term relationships based on respect, integrity, and a belief that our responsibility is to help people make smart investments decisions in every stage of their lives. Our culture is grounded in our CORE values: Client First, One Team, Respectful Candor, and Endless Curiosity. These values guide everything we do, for our clients and each other. We are committed to moving forward together. If you are inspired by purpose-driven work and a collaborative, values-led culture, we invite you to explore a career with us. As a 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, 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 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

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