Senior Service Desk Technician – Hybrid

Job overview

The Senior Service Desk Technician role follows a hybrid work model in Boston, MA, with at least two office days per week, Monday through Friday. The expected national base salary is $48,800–$65,100 per year. Edelman Financial Engines provides financial advice and planning to help clients make informed investment decisions. The technician provides end-user support for staff, managing requests from intake through resolution or escalation. The role also supports IT service management, endpoint and identity tools, documentation, asset records, and automation practices to deliver reliable, consistent support.

What you'll do

• Manage and document service desk tickets, categorization, prioritization, troubleshooting, and resolution
• maintain asset and CMDB records
• act as an escalation point for Tier 1 and Tier 2 issues
• analyze ticket and SLA data in Excel
• create knowledge articles and runbooks
• mentor junior technicians
• support AI-assisted troubleshooting and workflow automation
• troubleshoot endpoint, application, mobile, and basic network issues
• support identity and access tasks and Microsoft Intune activities
• participate in IT projects and service improvements.

What we're looking for

Skills & competencies

senior service desk technician

hybrid

boston ma

edelman financial engines

$48,800–$65,100

it support

itsm

windows 11

microsoft 365

microsoft intune

active directory

endpoint management

ai-assisted troubleshooting

Work arrangement

• Weekend coverage required

Benefits & perks

• The role may be eligible for a discretionary bonus, health and dental coverage, other wellness plans, and 401(k) contributions
• the recruiter can provide details.

Why this role

Hybrid schedule requires at least two office days per week, Monday–Friday; 2–4+ years of technical support experience requested.

About the employer

Edelman Financial Engines, LLC is hiring for this role. Industry: Portfolio Management and Investment Advice. Sector: 52.