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Senior Service Desk Technician (Boston, MA-Hybrid)

Edelman Financial Engines

Job Location:

Boston, NH - USA

Yearly Salary: USD 48800 - 65100

Posted: 19 August 2026 (30+ days ago)

Application Deadline: 29 December 2026

Vacancies: 1 Vacancy

Job Summary

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 a job to do for our clients. Thats 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 Senior Service Desk Technicianon theIT Service Deskteam youll play a pivotal rolebyproviding end user support for all EFE staff. This includes interfacing with end users at all levels as well as other cross functional IT teams. The Service Desk Technician is the initial point of contact for IT support and is responsible for gathering and analyzing information regarding the end users request or issue troubleshooting resolving or escalating as needed and handling the ticket through resolution.

In addition to an earnest desire to help people we are looking for the ideal candidate to complement the teams existing talents. For thisService Desk Technicianrole we are seeking a candidate with proventechnical troubleshooting experienceto helpdeliver a reliable consistent end-user support you are astrong customer focused communicator and detail driventhis may be an opportunity for you!

Responsibilities:

ITSM Operations: Incident management service requests SLAs categorization prioritization escalation knowledge articles documentation quality.

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

Use AI-enabled support practices knowledge search prompt-based troubleshooting and automation opportunities to improve ticket resolution self-service deflection and technician productivity.

Design support or improve automation workflows for recurring service desk processes such as onboarding access requests device fulfillment approval routing knowledge routing and status notifications.

Endpoint Management: Windows macOS mobile devices Microsoft Intune remote tools app deployment support device compliance awareness

Diagnose and resolve hardware software mobile endpoint application and basic network issues including VPN Wi-Fi DNS/DHCP awareness connectivity printer and peripheral troubleshooting.

Support identity and access tasks across Active Directory Microsoft 365 Okta MFA group membership password resets account lifecycle activities and secure access practices.

Support endpoint management activities using Microsoft Intune including device enrollment awareness compliance checks app deployment support configuration troubleshooting and basic mobile device management.

Participate in IT projects endpoint refreshes application deployments identity initiatives automation pilots and service improvement efforts.

Networking: VPN Wi-Fi TCP/IP basics DNS/DHCP awareness printer/peripheral connectivity structured escalation

Diagnose and resolve hardware software mobile endpoint application and basic network issues including VPN Wi-Fi DNS/DHCP awareness connectivity printer and peripheral troubleshooting.

Asset Management: Asset records device ownership lifecycle status inventory accuracy configuration item relationships audit readiness

Requirements:

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
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
Experiencewith 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.

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. Recognized byBarronsas a top RIA firm for eight years in a row(awarded each September (2018-2025) based on prior 12-month data through June 30)¹wesupportmore than1.27 million clientsacross 140 offices nationwide and manage over$324billionin assets².Our unique approach to serving clients combines our advancedmethodologyand proprietary technology with the attention of a dedicated personal financial planner. Every clients 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.

For California residents please see the link for thePrivacy Notice for Candidates. California law requires that we provideyouthis 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 you need assistance to accommodate a disability you may request one at any time by either contacting your recruiter or .

¹TheBarrons Top 100 RIA Firms list an annual ranking of independent advisory firms is based on qualitative and quantitative criteria. Firmselecttoparticipatebut do not pay to be included in the ranking. The 2018 ranking refers to Edelman Financial Services LLC which combined its advisory business in its entirety with Financial Engines Advisors L.L.C. (FEA) in November 2018. For the same survey FEA received aprecombinationranking of 12th.

²EdelmanFinancial Engines data as ofSeptember 30 2025

Required Experience:

Senior IC

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