Service Desk Technician

Service Desk TechnicianAt Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us.Great Gray is looking to add a Service Desk Technician to our Technology team. This role serves as the primary technical point of contact for employees in our Wilmington office, while also supporting others throughout the organization in a remote capacity.This position will work from our Boston, MA office. Great Gray currently supports a hybrid work model with 4 days onsite, and 1 day remote.Expectations for this role include an on-call schedule which rotates on a weekly basis. Service Desk Technicians from our four US office locations cover both routine and urgent/critical incidents submitted outside of regular business hours, from 7:30pm ET through the start of the next business day.Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.ResponsibilitiesProvide first-level IT support for hardware, software, and network issuesTroubleshoot and resolve technical problems in a timely mannerMaintain accurate documentation of support tickets and resolutionsEscalate complex issues to appropriate IT teams when necessaryOffer dedicated technical assistance to executive leadershipPrioritize and respond promptly to executive requestsEnsure executive technology needs are anticipated and addressedMaintain discretion when handling sensitive informationSupport our Sales teams with technical issues both on-site and remotely in-the-fieldAssist with technical aspects of sales presentations and demonstrationsEnsure sales tools and applications are functioning optimallyProvide just-in-time technical support during client meetingsCoordinate and execute technology onboarding for new employeesPrepare and configure hardware and software for new hiresDeliver initial training on company systems and toolsCreate and maintain onboarding documentation and checklistsManage inventory of IT equipment and suppliesAssist with implementing IT policies and proceduresContribute to continuous improvement of IT service deliveryParticipate in IT projects as neededComplete other related duties as assignedQualifications & ExperienceRequired:2+ years of experience in IT help desk or technical supportStrong knowledge of common business applications and operating systemsExcellent customer service and communication skillsAbility to explain technical concepts to non-technical usersExperience with ticketing systems and IT service managementProven ability to prioritize tasks in a fast-paced environmentPreferred:Technical certification (CompTIA A+, HDI, ITIL Foundation)Experience supporting executive-level staffFamiliarity with onboarding processesKnowledge of sales tools and CRM systemsPersonal Attributes:Exceptional problem-solving abilitiesProfessional demeanor and presentationAdaptability to changing prioritiesStrong attention to detailTeam-oriented with a collaborative approachCommitment to continuous learningAbility to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.Comfortable navigating ambiguity.Entrepreneurial mindset to bring best practice ideas to the team.Exhibits our Great Gray attributes: Disciplined Curiosity, Growth Mindset, Results Ownership, Collaboration, GritBase Pay Range*$65,000-$90,000*This base pay range is subject to change and may be modified in the future.The pay range displayed above is the base pay compensation range that Great Gray expects to pay for this position at the time of this posting. Individual compensation within this range, or that may warrant a provision for pay beyond this range, depends on multiple factors, including, but not limited to, candidate's prior education and relevant work experience and training as well as position location and local market demands. Our pay-for-performance culture also includes participation in an annual incentive bonus plan for this position which is not included in the 'Base Pay Range' noted above.BenefitsWe have a comprehensive and competitive benefits package at Great Gray. Some of the highlights are:Be an integral part of a high-growth organization!Competitive compensation packageGroup medical, dental and vision insuranceEmployer-paid life and disability insuranceAnnual well-being stipendEligible employees may also contribute to a 401(k) plan with an advantageous employer contribution model, upholding our mission to support our employees in retirementCompany BackgroundGreat Gray is the leading independent provider of trustee and administrative services to Collective Investment Trusts ("CITs"), with over $370 billion in CIT assets under management, across more than 1,020 funds. We proudly work with more than 80 subadvisors, including leading firms such as AllianceBernstein, American Funds, BlackRock, Franklin Templeton, MetLife, Neuberger Berman, PGIM, PIMCO and Raymond James.CITs are more than just an investment vehicle. They represent a forward-thinking approach to retirement planning. These tax-exempt, pooled investment vehicles are offered to employer-sponsored retirement plans, like 401(k)s. CITs are comparable to mutual funds, but, because they are tailored for the institutional retirement market, they can offer distinct advantages, including efficient administration and cost-effectiveness. CITs have a history dating back over 90 years; but they have gained favor over the past decade, driven by innovations, and Great Gray has been at the forefront.Great Gray has consistently delivered year-over-year growth at an above market rate and is investing in the continued development of its core CIT business as well as complementary administrative services and technology solutions for the retirement market.Madison Dearborn Partners ("MDP") purchased Great Gray from Wilmington Trust in April 2023. As a result, Great Gray is an independent company owned by funds affiliated with MDP.Investor BackgroundMDP is a leading private equity investment firm based in Chicago. Since MDP's formation in 1992, the firm has raised aggregate capital of over $37 billion and has completed over 160 platform investments across nine flagship funds. MDP invests across five dedicated industry verticals, including financial services, healthcare, technology and government services.Equal Employment Opportunity PolicyGreat Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non-merit factor.Accommodation StatementGreat Gray is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. 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