Senior Service Desk Technician (Boston, MA)

Senior Service Desk Technician (Boston, MA-Hybrid)

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 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!

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.

• Strong working knowledge of both Windows and Mac operating systems.

• Hands-on experience with Active Directory and Office 365 administration.

• Experience with service ticketing/tracking systems and remote support tools.

• Strong interpersonal and communication skills with the ability to mentor and guide junior staff.

• Ensure compliance with security policies and data protection standards.

• Utilize and contribu