Desktop Onsite Technical Support

The Employee Tech Services team at Voya Financial is hiring a Desktop Onsite Technical Support professional to deliver white-glove, deskside support in a Windows-based financial services environment. This onsite role focuses on troubleshooting and resolving end-user issues across devices, applications, connectivity, and AV/conferencing systems while maintaining accurate service documentation and participating in core IT lifecycle activities.

Key Responsibilities

• Provide Level 1 and Level 2 deskside and remote support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
• Troubleshoot and resolve issues involving hardware, software, network access, and user credentials.
• Support office moves, tech refreshes, and infrastructure buildouts.
• Perform onsite installations, diagnostics, and repairs for hardware and software.
• Use remote tools to assist users and resolve issues efficiently.
• Maintain and update service tickets in alignment with SLA and KPI targets.
• Deliver attentive, high-quality white-glove deskside service for all staff.
• Assist with deployment of software releases, patches, and system upgrades across end-user devices.
• Participate in IT asset lifecycle activities, including procurement, inventory, and disposal.
• Collaborate with cross-functional IT teams and share knowledge with peers.
• Assist with incident response and contribute to root cause analysis as needed.
• Support standard change, release, and problem management processes.
• Ability to learn, grow, and develop within the role and the organization.

Required Qualifications

• Bachelor’s degree or 2–4 years of relevant IT experience.
• Experience supporting Windows OS, Microsoft 365, Active Directory, and enterprise collaboration tools.
• Familiarity with ITIL processes: Incident, Problem, Change, and Release Management.
• Experience with IT Asset Management (ITAM) tools and practices.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Willingness to work flexible hours, including evenings and weekends, as needed.

Technologies

• Windows OS
• Microsoft 365
• Active Directory
• ITIL
• IT Asset Management (ITAM)
• AV/conferencing systems

Preferred Skills & Certifications

• Relevant industry certifications (e.g., Microsoft, ITIL, CompTIA).
• Experience in a financial services or managed services environment.
• Familiarity with performance management and capacity planning.

Critical Skills

• Customer Focused: Passionate drive to delight customers and deliver solutions aligned with expectations.
• Critical Thinking: Ability to analyze information and data to reach well-reasoned solutions.
• Team Mentality: Partner effectively to support team culture and shared goals.
• Business Acumen: Understand the financial services industry to support sound business decisions.
• Learning Agility: Stay open to new approaches and skill development.

Compensation & Benefits

Salary: USD 84,640 - 105,800 per year.

• Health, dental, vision and life insurance plans
• 401(k) Savings plan with generous company matching contributions (up to 6%)
• Voya Retirement Plan: employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off: 20 days paid time off, nine paid company holidays, and a flexible Diversity Celebration Day
• Paid volunteer time: 40 hours per calendar year

Work Location

Onsite: 5 Days/Week | Boston, MA

Education

Bachelor’s degree or 2–4 years of relevant IT experience