Service Desk Technician

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 Boston, MA 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

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

Great Gray is the leading independent provider of trustee and administrative services to Collective Investment Trusts (“CITs”), with over $385 billion in CIT assets under management, across more than 1,045 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 funds affiliated with MDP.

MDP is a leading private equity investment firm based in Chicago. Since MDP's formation in 1992, the firm has raised aggregate capital of over $37 billion and has completed over 160 platform investments across nine flagship funds. MDP invests across five dedicated industry verticals, including financial services, healthcare, technology and government services.

Great Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non-merit factor.

Great Gray is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or need to request an accommodation for any part of our application or interview process, please contact us at: [email protected]