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