Senior Service Desk Technician (Boston, MA-Hybrid)

Job Description

Job Description

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 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!

Responsibilities:

ITSM Operations: Incident management, service requests, SLAs, categorization, prioritization, escalation, knowledge articles, documentation quality.

· Manage service desk tickets using ITSM tools, ensuring accurate categorization, prioritization, troubleshooting notes, resolution details, asset linkage, and knowledge article references.

· Maintain accurate asset management and CMDB data for assigned devices, peripherals, users, locations, configuration items, lifecycle status, and support history.

· Act as an escalation point for Tier 1 and Tier 2 support issues, ensuring timely resolution of complex incidents and service requests while maintaining SLA alignment, which will entail supporting Tier 1 and Tier 2 call queues as needed.

· Use Microsoft Excel to analyze ticket queues, SLA performance, asset data, inventory exceptions, and operational trends; create clean summaries, pivot tables, filters, formulas, and export-ready reports as needed.

· Create and maintain high-quality knowledge base articles, runbooks, troubleshooting guides, and process documentation that enable repeatable support and reduce escalations.

· Mentor junior technicians, model customer-focused communication, and coach the team on troubleshooting standards, documentation quality, process consistency, and automation adoption.

 

AI and Automation: AI-assisted troubleshooting, knowledge generation, automation opportunity identification, low-code/no-code workflow support

· Use AI-enabled support practices, knowledge search, prompt-based troubleshooting, and automation opportunities to improve ticket resolution, self-service, deflection, and technician productivity.

· Design, support, or improve automation workflows for recurring service desk processes such as onboarding, access requests, device fulfillment, approval routing, knowledge routing, and status notifications.

Endpoint Management: Windows, macOS, mobile devices, Microsoft Intune, remote tools, app deployment support, device compliance awareness

· Diagnose and resolve hardware, software, mobile, endpoint, application, and basic network issues, including VPN, Wi-Fi, DNS/DHCP awareness, connectivity, printer, and peripheral troubleshooting.

· Support identity and access tasks across Active Directory, Microsoft 365, Okta MFA, group membership, password resets, account lifecycle activities, and secure access practices.

· Support endpoint management activities using Microsoft Intune, including device enrollment awareness, compliance checks, app deployment support, configuration troubleshooting, and basic mobile device management.

· Participate in IT projects, endpoint refreshes, application deployments, identity initiatives, automation pilots, and service improvement efforts.

Networking: VPN, Wi-Fi, TCP/IP basics, DNS/DHCP awareness, printer/peripheral connectivity, structured escalation

· Diagnose and resolve hardware, software, mobile, endpoint, application, and basic network issues, including VPN, Wi-Fi, DNS/DHCP awareness, connectivity, printer, and peripheral troubleshooting.

Asset Management: Asset records, device ownership, lifecycle status, inventory accuracy, configuration item relationships, audit readiness

Requirements:

•  2-4+ 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. 

Technical Knowledge

• 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 

Preferred Certifications:

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

Work Schedule:  This position currently follows a hybrid work model. Employees are required to work from the office at least two days per week (Monday – Friday).

Edelman Financial Engines takes a market-based approach to pay. The expected base salary range for this role nationally is $48,800 - $65,100. However, final base pay will be carefully determined based on several factors, including responsibilities, job-related skills, relevant experience, geographic location, and market conditions. Additionally, this role may be eligible for other forms of compensation and benefits, such as a discretionary bonus, health, dental and other wellness plans, and 401(k) contributions.

Your recruiter can share more about the specific benefits eligible for this role during the hiring process.

About Edelman Financial Engines

Since 1986, Edelman Financial Engines has been committed to always acting in the best interests of our clients. We were founded on the belief that all investors – not just the wealthy – deserve access to personal, comprehensive financial planning and investment advice. Recognized by  Barron's as a top RIA firm for eight years in a row (awarded each September (2018-2025) based on prior 12-month data through June 30)1, we support more than 1.27 million clients across 140+ offices nationwide and manage over $324 billion in assets 2. Our unique approach to serving clients combines our advanced methodology and proprietary technology with the attention of a dedicated personal financial planner. Every client's situation and goals are unique, and the powerful fusion of high-tech and high touch allows Edelman Financial Engines to deliver the personal plan and financial confidence that everyone deserves.

For more information, please visit EdelmanFinancialEngines.com.

© 2026 Edelman Financial Engines, LLC. Edelman Financial Engines® is a registered trademark of Edelman Financial Engines, LLC. All advisory services provided by Financial Engines Advisors L.L.C., a federally registered investment advisor. Certain services provided on an educational and guidance basis only. Results are not guaranteed.

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Edelman Financial Engines encourages success based on our individual merits and abilities without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, pregnancy; marital, domestic partner or civil union status; national origin, citizenship, ancestry, ethnic heritage, genetic information, age, legally recognized disability, military service or veteran status.

Accommodations are modifications or adjustments to the hiring process that would enable you to fully participate in that process. If you need assistance to accommodate a disability, you may request one at any time by either contacting your recruiter or View email address on us.fitly.work.

1 The Barron's Top 100 RIA Firms list, an annual ranking of independent advisory firms, is based on qualitative and quantitative criteria. Firms elect to participate but do not pay to be included in the ranking. The 2018 ranking refers to Edelman Financial Services, LLC, which combined its advisory business in its entirety with Financial Engines Advisors L.L.C. (FEA) in November 2018. For the same survey, FEA received a precombination ranking of 12th. 

2 Edelman Financial Engines data, as of September 30, 2025