Service desk technician

Sr. Service Desk Technician At Edelman Financial Engines (EFE), our purpose is to guide people with the financial advice they need to thrive. We believe that every dollar saved represents a lifetime of hard work and aspirations, and every dollar invested has job to do for our clients. That’s why we are committed to managing our clients’ investments by truly understanding them as people first and then delivering advice, strategies and solutions to help them feel confident about the plans they are making, whether for today, tomorrow, or in the great unknown future. Our goal is to build long-term relationships based on respect, integrity, and a belief that our responsibility is to help people make smart investments decisions in every stage of their lives. Our culture is grounded in our CORE values: Client First, One Team, Respectful Candor, and Endless Curiosity. These values guide everything we do, for our clients and each other. We are committed to moving forward together. If you are inspired by purpose-driven work and a collaborative, values-led culture, we invite you to explore a career with us. As a Sr. Service Desk Technician on the IT team, you’ll play a pivotal role by providing end user support for all EFE end users. In addition to an earnest desire to help people, we are looking for the ideal candidate to complement the team’s existing talents. For this Sr. Service Desk Technician role, we are seeking a candidate with proven technical support experience and excellent interpersonal and teamwork skills. If you are a self-motivated, forward-thinking person who is able to multitask in a fast-paced environment, this may be an opportunity for you! The Senior Service Desk Technician serves as a key escalation point for complex technical issues and provides advanced support to end-users. This role ensures the stability and efficiency of IT services by troubleshooting, resolving incidents, and mentoring junior technicians. The ideal candidate has strong technical expertise, excellent communication skills, and a customer-focused mindset. Responsibilities:

• Act as an escalation point for Tier 1 and Tier 2 support issues, ensuring timely resolution of complex incidents.
• Diagnose and resolve hardware, software, and network-related problems across multiple platforms.
• Manage and prioritize service desk tickets using ITSM tools, ensuring adherence to SLAs.
• Provide advanced troubleshooting for Windows, macOS, mobile devices, and enterprise applications.
• Assist with user account management, including Active Directory, Microsoft 365, and other enterprise systems.
• Document solutions, create knowledge base articles, and contribute to process improvements.
• Mentor and train junior technicians to enhance team capabilities.
• Participate in IT projects, system upgrades, and deployments as needed.
• Ensure compliance with security policies and best practices.

Requirements:

• 4+ years of experience in IT support or service desk roles.
• Strong knowledge of Windows OS, Microsoft 365, Active Directory, and common enterprise applications.
• Experience with remote support tools and ITSM ticketing systems (e.g. Jira).
• Excellent problem-solving and communication skills.
• Ability to work independently and manage multiple priorities.

Edelman Financial Engines ta kes a market-based approach to pay. The expected base salary range for this role nationally is $48,400-$64,600. 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. About Edelman Financial Engines Since 1986, Edelman Financial Engines has been committed to always acting in the best interests of our clients. We were founded on the belief that all investors – not just the wealthy – deserve access to personal, comprehensive financial planning and investment advice. Today, we are America’s top independent financial planning and investment advisory firm, recognized by Barron's 1 with 143+ offices across the country and entrusted by 1.3 million clients to manage more than $300 billion in assets 2 Our unique approach to serving clients combines our advanced methodology and proprietary technology with the attention of a dedicated personal financial planner. Every client’s situation and goals are unique, and the powerful fusion of high-tech and high touch allows Edelman Financial Engines to deliver the personal plan and financial confidence that everyone deserves. For more information, please visit EdelmanFinancialEngines.com . © 2024 Edelman Financial Engines, LLC. Edelman Financial Engines® is a registered trademark of Edelman Financial Engines, LLC. All advisory services provided by Financial Engines Advisors L.L.C., a federally registered investment advisor. Results are not guaranteed. See EdelmanFinancialEngines.com/patent-information for patent information. AM2789819 For California residents, please see the link for the Privacy Notice for Candidates . California law requires that we provide you this notice about the collection and use of your personal information. Please read it carefully. Edelman Financial Engines encourages success based on our individual merits and abilities without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, pregnancy; marital, domestic partner or civil union status; national origin, citizenship, ancestry, ethnic heritage, genetic information, age, legally recognized disability, military service or veteran status. Accommodations are modifications or adjustments to the hiring process that would enable you to fully participate in that process. If you need assistance to accommodate a disability, you may request one at any time by either contacting your recruiter or [email protected] . 1 The Barron’s 2024 Top 100 RIA Firms list, a nine-year annual ranking of independent advisory firms, is based on qualitative and quantitative factors. Firms elect to participate but do not pay to be included in the ranking. The 2024 ranking refers to Edelman Financial Engines as the top mega RIA. 2 Edelman Financial Engines data, as of September 30, 2024.