Desktop Onsite Technical Support

godirect; Boston (MA); On-site; USD 85,000 - 106,000; Full time

Job summary

Voya Financial in Boston is seeking a detail-oriented Solutions Engineer to join our Employee Tech Services team. You will deliver white-glove, deskside IT support to staff across Windows, hardware, software, and AV systems, ensuring smooth end-user experiences in a fast-paced financial services environment.

Responsibilities include Level 1/2 support, asset lifecycle tasks, and collaboration with IT peers. The role requires a degree or 2–4 years IT experience and willingness to work flexible

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.
• Ability to learn, grow, and develop within the role and the organization.

Skills

Windows OS

Microsoft 365

Active Directory

ITIL processes

ITAM practices

Communication

Problem-solving

Multitasking

Flexible hours

Education

Bachelor's degree

2-4 years IT experience

Job description

Together we fight for everyone's opportunity for a better financial future.

We will do this together - with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone's access to opportunities. The status quo is not good enough ... we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture?

Desktop Onsite T echnical Support - Onsite Tech Services (Windows)

Location: Onsite - 5 Days/Week | Boston, MA

Position Summary

We 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

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