Senior IT Service Desk Technician (Hybrid)

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

Benefits offered by this job

Discretionary bonus

Health and dental plans

401(k) contributions

Job summary

Edelman Financial Engines is seeking a Senior Service Desk Technician to provide end-user IT support across the organization. You will be the first contact for IT support, gathering information, troubleshooting, and resolving or escalating tickets to ensure a reliable end-user experience.

The role requires strong customer-focused communication, 4+ years of technical support, and hands-on experience with Windows 11, O365, AD, and Ivanti Neurons.

Qualifications

• 4+ years of technical support experience.
• Strong analytical problem solving and troubleshooting abilities.
• Excellent interpersonal and teamwork skills; able to work independently and in a team.

Responsibilities

• Respond to incidents and service requests 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 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 and ongoing projects as requested.

Skills

Windows 11

O365 support

ITSM tools

Ivanti Neurons

Okta verify

Active Directory

Dell/Mac hardware

JAMF administration

MacOS support

Education

CompTIA A+ 220-1101

CompTIA A+ 220-1102

CompTIA Net+

ITIL Foundation 4.0

Tools

JIRA

Ivanti Neurons

EntraID

Printer management

Job description

Edelman Financial Engines is seeking a Senior Service Desk Technician to provide end-user IT support across the organization. You will be the first contact for IT support, gathering information, troubleshooting, and resolving or escalating tickets to ensure a reliable end-user experience.

The role requires strong customer-focused communication, 4+ years of technical support, and hands-on experience with Windows 11, O365, AD, and Ivanti Neurons.