Service Desk Technician

Why Great Gray? At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us.  The Role Great Gray is looking to add a Service Desk Technician to our Technology team. This role serves as the primary technical point of contact for employees in our Wilmington office, while also supporting others throughout the organization in a remote capacity. Location This position will work from our Wilmington, DE office. Great Gray currently supports a hybrid work model with 4 days onsite, and 1 day remote. Expectations for this role include an on-call schedule which rotates on a weekly basis. Service Desk Technicians from our four US office locations cover both routine and urgent/critical incidents submitted outside of regular business hours, from 7:30pm ET through the start of the next business day. Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer. Responsibilities  Technical Support: Provide first-level IT support for hardware, software, and network issues Troubleshoot and resolve technical problems in a timely manner Maintain accurate documentation of support tickets and resolutions Escalate complex issues to appropriate IT teams when necessary Executive Support: Offer dedicated technical assistance to executive leadership Prioritize and respond promptly to executive requests Ensure executive technology needs are anticipated and addressed Maintain discretion when handling sensitive information Sales Team Assistance: Support our Sales teams with technical issues both on-site and remotely in-the-field Assist with technical aspects of sales presentations and demonstrations Ensure sales tools and applications are functioning optimally Provide just-in-time technical support during client meetings Onboarding: Coordinate and execute technology onboarding for new employees Prepare and configure hardware and software for new hires Deliver initial training on company systems and tools Create and maintain onboarding documentation and checklists General Administration: Manage inventory of IT equipment and supplies Assist with implementing IT policies and procedures Contribute to continuous improvement of IT service delivery Participate in IT projects as needed Complete other related duties as assigned Qualifications & Experience Required:  2+ years of experience in IT help desk or technical support  Strong knowledge of common business applications and operating systems  Excellent customer service and communication skills  Ability to explain technical concepts to non-technical users  Experience with ticketing systems and IT service management  Proven ability to prioritize tasks in a fast-paced environment  Preferred:  Technical certification (CompTIA A+, HDI, ITIL Foundation)  Experience supporting executive-level staff  Familiarity with onboarding processes  Knowledge of sales tools and CRM systems  Personal Attributes:  Exceptional problem-solving abilities  Professional demeanor and presentation  Adaptability to changing priorities  Strong attention to detail  Team-oriented with a collaborative approach  Commitment to continuous learning  Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively. Comfortable navigating ambiguity. Entrepreneurial mindset to bring best practice ideas to the team. Exhibits our Great Gray attributes: Disciplined Curiosity, Growth Mindset, Results Ownership, Collaboration, Grit Benefits We have a comprehensive and competitive benefits package at Great Gray. Some of the highlights are: ·         Be an integral part of a high-growth organization! ·         Competitive compensation package ·         Group medical, dental and vision insurance ·         Employer-paid life and disability insurance ·         Annual well-being stipend ·         Eligible employees may also contribute to a 401(k) plan with an advantageous employer contribution model, upholding our mission to support our employees in retirement Company Background  Great Gray is the leading independent provider of trustee and administrative services to Collective Investment Trusts (“CITs”), with over $370 billion in CIT assets under management, across more than 1,020 funds. We proudly work with more than 80 subadvisors, including leading firms such as AllianceBernstein, American Funds, BlackRock, Franklin Templeton, MetLife, Neuberger Berman, PGIM, PIMCO and Raymond James.  CITs are more than just an investment vehicle. They represent a forward-thinking approach to retirement planning. These tax-exempt, pooled investment vehicles are offered to employer-sponsored retirement plans, like 401(k)s. CITs are comparable to mutual funds, but, because they are tailored for the institutional retirement market, they can offer distinct advantages, including efficient administration and cost-effectiveness. CITs have a history dating back over 90 years; but they have gained favor over the past decade, driven by innovations, and Great Gray has been at the forefront. Great Gray has consistently delivered year-over-year growth at an above market rate and is investing in the continued development of its core CIT business as well as complementary administrative services and technology solutions for the retirement market. Madison Dearborn Partners (“MDP”) purchased Great Gray from Wilmington Trust in April 2023. As a result, Great Gray is an independent company owned by