Desktop Onsite Technical Support

Voya Financial, Inc.; Boston (MA); On-site; USD 85,000 - 106,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Tuition reimbursement

Paid time off

Job summary

Voya Financial, Inc. is seeking a detail-oriented Solutions Engineer for the Employee Tech Services team in Boston.

You will deliver white-glove, deskside IT support across Windows desktops, laptops, mobile devices, and AV systems to staff in a dynamic financial services environment. Responsibilities include onsite installations, diagnostics, software deployments, and asset lifecycle management, with SLA/KPI-focused ticketing and collaboration with cross-functional IT teams.

Qualifications

• Bachelor’s degree or 2–4 years of relevant IT experience.
• Experience supporting Windows OS, Microsoft 365, Active Directory, and enterprise collaboration tools.
• Familiarity with ITIL processes: Incident, Problem, Change, and Release Management.
• Experience with IT Asset Management (ITAM) tools and practices.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Willingness to work flexible hours, including evenings and weekends, as needed.

Responsibilities

• Provide Level 1 and Level 2 deskside and remote support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
• Troubleshoot and resolve issues related to hardware, software, network access, and user credentials.
• Assist with office moves, tech refreshes, and infrastructure buildouts.
• Perform onsite installations, diagnostics, and repairs of hardware and software.
• Utilize remote tools to assist users and resolve issues efficiently.
• Maintain and update service tickets in alignment with SLA and KPI targets.
• Deliver white-glove deskside support, ensuring attentive, high-quality service for all staff.
• Support the deployment of software releases, patches, and system upgrades across end-user devices.
• Participate in IT asset lifecycle activities including procurement, inventory, and disposal.
• Collaborate with cross-functional IT teams and share knowledge with peers.
• Assist with incident response and contribute to root cause analysis as needed.
• Support standard change, release, and problem management processes.

Skills

Windows OS

Microsoft 365

Active Directory

ITIL processes

ITAM tools

communication

multitasking

flexible hours

Education

Bachelor's degree in IT

Tools

Remote support tools

ITAM tools

AV/conferencing tools

Job description

# **Desktop Onsite** **T****echnical** **Support** – Onsite Tech Services (Windows)Location: Onsite – 5 Days/Week | Boston, MA## Position SummaryWe are looking for a detail-oriented and customer-focused Solutions Engineer to join our Employee Tech Services team. In this role, you will deliver white-glove, deskside IT support services to staff in a dynamic financial services environment. You will be responsible for resolving technical issues, supporting operational excellence, and ensuring seamless end-user experiences across hardware, software, mobile, and AV systems.## Key Responsibilities* Provide Level 1 and Level 2 deskside and remote support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.* Troubleshoot and resolve issues related to hardware, software, network access, and user credentials.* Assist with office moves, tech refreshes, and infrastructure buildouts.* Perform onsite installations, diagnostics, and repairs of hardware and software.* Utilize remote tools to assist users and resolve issues efficiently.* Maintain and update service tickets in alignment with SLA and KPI targets.* Deliver white-glove deskside support, ensuring attentive, high-quality service for all staff.* Support the deployment of software releases, patches, and system upgrades across end-user devices.* Participate in IT asset lifecycle activities including procurement, inventory, and disposal.* Collaborate with cross-functional IT teams and share knowledge with peers.* Assist with incident response and contribute to root cause analysis as needed.* Support standard change, release, and problem management processes.* Ability to learn, grow, and develop within the role and the organization.## Required Qualifications* Bachelor’s degree or 2–4 years of relevant IT experience.* Experience supporting Windows OS, Microsoft 365, Active Directory, and enterprise collaboration tools.* Familiarity with ITIL processes: Incident, Problem, Change, and Release Management.* Experience with IT Asset Management (ITAM) tools and practices.* Strong communication, interpersonal, and problem-solving skills.* Ability to manage multiple tasks in a fast-paced environment.* Willingness to work flexible hours, including evenings and weekends, as needed.## Preferred Skills & Certifications* Relevant industry certifications (e.g., Microsoft, ITIL, CompTIA).* Experience in a financial services or managed services environment.* Familiarity with performance management and capacity planning.****Compensation Pay Disclosure:****Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.$84,640 - $105,800 USD****Be Well. Stay Well.****Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.****What We Offer***** Health, dental, vision and life insurance plans* 401(k) Savings plan – with generous company matching contributions (up to 6%)* Voya Retirement Plan – employer paid cash balance retirement plan (4%)* Tuition reimbursement up to $5,250/year* Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.* Paid volunteer time — 40 hours per calendar year*Learn more about* Voya benefits (download PDF)****Critical Skills****At Voya, we have identified the following critical skills which are key to success in our culture:* ****Customer Focused**:** Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.* ****Critical Thinking**:** Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.* ****Team Mentality**:** Partnering effectively to drive our culture and execute on our common goals.* ****Business Acumen**:** Appreciation and understanding of the financial services industry in order to make sound business decisions.* ****Learning Agility**:** Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.*Learn more aboutCritical Skills*****Equal Employment Opportunity*****Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.*****Reasonable Accommodations*****Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference* *resources for applicants with disabilities.*