Hybrid IT Service Desk Specialist

Edelman Financial Engines; Phoenix (AZ); Hybrid; USD 49,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental plan

401(k) contributions

Job summary

Edelman Financial Engines is seeking a Service Desk Technician to provide end-user IT support for staff, acting as the first point of contact for issues, and guiding tickets through resolution in a hybrid work model.

The role requires strong communication, problem-solving, and documentation skills, with experience in Windows 11, O365, AD/EntraID, and hardware imaging for Dell and Mac laptops.

Qualifications

• 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 Office 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.

Responsibilities

• Respond to incidents and service requests for calls and tickets with timely resolution.
• Troubleshoot and resolve hardware, software, and basic network issues.
• Follow up on open tickets, ensuring timely resolution and user communication.
• Escalate complex issues to higher-level support and/or specialized teams.
• Utilize and contribute to the knowledge base, documenting solutions, and procedures.
• Follow standard operating procedures (SOPs) for consistent service delivery.
• Assist with password resets, account provisioning, and access requests.
• Ensure compliance with security policies and data protection standards.
• Assist with pipeline, upcoming, and ongoing projects as requested

Skills

Windows 11

O365/Office 365

ITSM tickets

Active Directory

Ivanti Neurons

Okta Verify

Dell laptops

Mac laptops

VPN

TCP/IP

Tools

Ivanti Neurons

JIRA

JAMF

Okta

Dell hardware

Job description

Edelman Financial Engines is seeking a Service Desk Technician to provide end-user IT support for staff, acting as the first point of contact for issues, and guiding tickets through resolution in a hybrid work model.

The role requires strong communication, problem-solving, and documentation skills, with experience in Windows 11, O365, AD/EntraID, and hardware imaging for Dell and Mac laptops.