Service Desk Technician (Phoenix, AZ)

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. 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 Service Desk Technician   on the IT Service Desk team, you’ll play a pivotal role by providing 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 user’s 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 team’s existing talents. For this Service Desk Technician role, we are seeking a candidate with proven technical troubleshooting experience to help deliver a reliable, consistent end-user support experience. If you are a strong customer focused communicator and detail driven this may be an opportunity for you!  Responsibilities:   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  Requirements:   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.  Technical Knowledge   Experience with Windows 11 OS  Experience with ITSM ticketing systems (JIRA, Ivanti, etc.)  Experience with Ivanti 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  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 $48,900-$65,300. 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 by  Barron’s  as a top RIA firm for eight years in a row (awarded each September (2018-2025) based on prior 12-month data through June 30) 1 , we support more than 1.27 million clients across 140+ offices nationwide and manage over $324 billion in assets  2 . Our unique approach to serving clients combines our advanced methodology and proprietary technology with the att