Senior IT Service Desk Technician — Hybrid Support Lead

Edelman Financial Engines; Boston (MA); Hybrid; USD 49,000 - 65,000; Full time

Benefits offered by this job

Discretionary bonus

Health plan

Dental plan

401(k) contributions

Job summary

Join Edelman Financial Engines as a Senior Service Desk Technician, supporting end users across the organization in a hybrid work model. You’ll manage ITSM tickets, maintain asset data, and escalate complex issues while mentoring colleagues.

The role emphasizes accurate documentation, strong communication, and proactive automation opportunities. This position offers a base salary range of $48,800 to $65,100 with potential discretionary bonuses and benefits.

Qualifications

• 2-4+ 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 O365 end user support
• 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

• Manage service desk tickets using ITSM tools, ensuring accurate categorization, prioritization, troubleshooting notes, resolution details, asset linkage, and knowledge article references.
• Maintain accurate asset management and CMDB data for assigned devices, peripherals, users, locations, configuration items, lifecycle status, and support history.
• Act as an escalation point for Tier 1 and Tier 2 support issues, ensuring timely resolution of complex incidents and service requests while maintaining SLA alignment, which will entail supporting Tier 1 and Tier 2 call queues as needed.
• Use Microsoft Excel to analyze ticket queues, SLA performance, asset data, inventory exceptions, and operational trends; create clean summaries, pivot tables, filters, formulas, and export‑ready reports as needed.
• Create and maintain high‑quality knowledge base articles, runbooks, troubleshooting guides, and process documentation that enable repeatable support and reduce escalations.
• Mentor junior technicians, model customer‑focused communication, and coach the team on troubleshooting standards, documentation quality, process consistency, and automation adoption.
• AI and Automation: AI‑assisted troubleshooting, knowledge generation, automation opportunity identification, low‑code/no‑code workflow support
• Endpoint Management: Windows, macOS, mobile devices, Microsoft Intune, remote tools, app deployment support, device compliance awareness
• Networking: VPN, Wi‑Fi, TCP/IP basics, DNS/DHCP awareness, printer/peripheral connectivity, structured escalation
• Asset Management: Asset records, device ownership, lifecycle status, inventory accuracy, configuration item relationships, audit readiness

Skills

Technical support

Analytical thinking

Interpersonal skills

Documentation

Communication

Self-motivation

Multitasking

Windows 11 support

Microsoft 365 support

Hardware imaging

Network troubleshooting

Active Directory

EntraID

Printer support

Education

CompTIA A+ (220-1101)

CompTIA A+ (220-1102)

CompTIA Net+

ITIL Foundation 4.0

Tools

JIRA

Ivanti Neurons

Okta Verify

Active Directory

EntraID

Microsoft 365

JAMF

Dell laptops

Apple OS

Mac laptops

Job description

Join Edelman Financial Engines as a Senior Service Desk Technician, supporting end users across the organization in a hybrid work model. You’ll manage ITSM tickets, maintain asset data, and escalate complex issues while mentoring colleagues.

The role emphasizes accurate documentation, strong communication, and proactive automation opportunities. This position offers a base salary range of $48,800 to $65,100 with potential discretionary bonuses and benefits.