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

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