Senior Service Desk Technician (Boston, MA-Hybrid)
Job Location:
Boston, MA - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
As a Senior Service Desk Technician on the IT Service Tech team youll play a pivotal role as a primary escalation point for complex technical issues and provides advanced support to end-users. This position requires strong technical expertise with Windows and Mac environments Active Directory and Office 365 administration as well as the ability to create maintain and enforce Standard Operating Procedures (SOPs).The ideal candidate has strong technical expertise excellent communication skills and a customer-focused mindset.
In addition to an earnest desire to help people we are looking for the ideal candidate to complement the teams existing talents. For this Senior Service Desk Technician role we are seeking a candidate with proven advanced technical troubleshooting and escalation leadership to help advance end-user experience and operational efficiency. If you are a problem solver and strive at delivery excellence this may be an opportunity for you!
Responsibilities:
- Respond to incidents and service requests for calls and tickets ensuring timely resolution.
- Troubleshoot and resolve hardware software and basic network issues.
- Act as the escalation point for complex technical issues not resolved by service desk staff.
- Troubleshoot advanced issues with hardware software networking equipment and business-critical applications.
- Train mentor and support junior service desk team members.
- Manage and prioritize help desk tickets ensuring timely response and resolution while escalating issues to team lead and/or management when appropriate.
- Assist with imaging deployment and maintenance of end-user hardware and backup solutions.
- Strong working knowledge of both Windows and Mac operating systems.
- Hands-on experience with Active Directory and Office 365 administration.
- Experience with service ticketing/tracking systems and remote support tools.
- Strong interpersonal and communication skills with the ability to mentor and guide junior staff.
- Ensure compliance with security policies and data protection standards.
- Utilize and contribute to the knowledge base documenting solutions and procedures.
Requirements:
- 6 years of experience in IT support or service desk roles.
- Very 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
- 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 OUs Group Policy) and EntraID.
- Printer support (both USB and network) hardware drivers installation print queue management troubleshooting.
Technical Knowledge
- Experience with Windows 11 OS
- Experience with ITSM ticketing systems (JIRA Ivanti etc.)
- Experience with Ivanti Neurons
- Experience with OKTA verify
- Experience with Active Directory
- Experience with Microsoft Office O365
- Experience with monitoring and remote management tools
- Experience with JAMF administration
- Experience with Dell laptops
- Experience with Apple OS
- Experience with Mac laptops
Preferred Certifications:
- CompTIA A (220-1101)
- CompTIA A (220-1102)
- CompTIA Net
- ITIL Foundation 4.0
Work Schedule: This position currently follows a hybrid work model. Employees are required to work from the office at least two days per week (Monday Friday).
Edelman Financial Engines takes a market-based approach to pay. The expected base salary range for this role nationally is $48800- $65100. However final base pay will be carefully determined based on several factors including responsibilities job-related skills relevant experience geographic location and market conditions. Additionally this role may be eligible for other forms of compensation and benefits such as a discretionary bonus health dental and other wellness plans and 401(k) contributions.
Your recruiter can share more about the specific benefits eligible for this role during the hiring process.
Required Experience:
Senior IC
