Senior Service Desk Technician (Phoenix, AZ)
Full Job Posting
- Respond to incidents and service requests for calls and tickets 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 standard operating procedures (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, upcoming, and ongoing projects as requested
- 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, OU’s, Group Policy) and EntraID.
- Printer support (both USB and network) – hardware, drivers, installation, print queue management, troubleshooting.
- Experience with Windows 11 OS
- Experience with ITSM ticketing systems (JIRA, Avanti, etc.)
- Experience with Avanti 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
• CompTIA A+ (220-1102)
- CompTIA Net+
About Edelman Financial Engines, LLC
Private U.S. wealth planning and workplace investment advisory firm serving individuals, families, employers, and retirement-plan participants.
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