What are the responsibilities and job description for the Desktop Services Associate position at Cetera Financial Group, Inc.?
Job Description
The Remote Administration Team supports clients operating in highly regulated broker dealer environments, where precision, accountability, and customer trust are essential. We are looking for strategic thinkers and proactive problem solvers who deliver white glove, concierge level support while understanding the importance of compliance, risk awareness, and consistent service excellence.
This team provides a premium, paid service with high touch expectations, supporting customers who rely on us as an extension of their business operations. Team members are exposed to a broad range of technology support within environments that require careful attention to security controls, documentation, and regulatory requirements.
In this role, you will leverage strong critical thinking skills to diagnose and resolve issues efficiently, provide calm and professional customer service and collaborate closely with teammates to ensure consistent service delivery. You'll be expected to approach support with a compliance first mindset while maintaining a seamless and responsive client experience.
What you will do:
Provide end to end workstation and application support in compliance driven environments
Deliver professional, time sensitive support as part of a structured call queue
Own ticket resolution, documentation, and escalation in the team queue
Identify recurring issues and proactively resolve them to reduce risk and disruption
What you will have:
4 years of proven Help Desk or End User Support experience, with demonstrated awareness of working within regulated or compliance driven environments.
Exceptional customer service and communication skills
Intermediate to advanced administration of Windows operating systems, including troubleshooting, configuration, and user support.
Intermediate support and administration of iOS and Android devices, including user configuration, security, and troubleshooting.
Intermediate knowledge of networking and infrastructure, including LAN, WAN, wireless networks, and cloud based environments.
Intermediate experience with security tools and workflows, including endpoint protection, phishing response, and triaging security related events.
Proficiency with RMM, ticketing, and documentation platforms
Intermediate knowledge of Microsoft 365, including the Admin Center, Entra ID, Intune, Exchange, Defender, SharePoint, and Teams.
Advanced proficiency with Microsoft 365 desktop applications, including Outlook, Word, Excel, PowerPoint, OneDrive, and Teams.
Working knowledge of modern AI productivity tools, such as Copilot, ChatGPT, Claude, or similar platforms, and an interest in using them effectively in daily workflows.
Experience supporting SaaS based VoIP solutions, including user support and basic troubleshooting.
Prior experience working within a Managed Service Provider (MSP) or multi client support environment.
What it would be nice to have:
Intermediate to advanced administration of Mac Operating Systems
PowerShell scripting experience.
Compensation Range:
The hourly range for this role is $30-35 per hour depending on experience, plus competitive performance-based bonus. Compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific office location. Compensation ranges may differ in differing locations due to cost of labor considerations.
#LI-Onsite
The Remote Administration Team supports clients operating in highly regulated broker dealer environments, where precision, accountability, and customer trust are essential. We are looking for strategic thinkers and proactive problem solvers who deliver white glove, concierge level support while understanding the importance of compliance, risk awareness, and consistent service excellence.
This team provides a premium, paid service with high touch expectations, supporting customers who rely on us as an extension of their business operations. Team members are exposed to a broad range of technology support within environments that require careful attention to security controls, documentation, and regulatory requirements.
In this role, you will leverage strong critical thinking skills to diagnose and resolve issues efficiently, provide calm and professional customer service and collaborate closely with teammates to ensure consistent service delivery. You'll be expected to approach support with a compliance first mindset while maintaining a seamless and responsive client experience.
What you will do:
Provide end to end workstation and application support in compliance driven environments
Deliver professional, time sensitive support as part of a structured call queue
Own ticket resolution, documentation, and escalation in the team queue
Identify recurring issues and proactively resolve them to reduce risk and disruption
What you will have:
4 years of proven Help Desk or End User Support experience, with demonstrated awareness of working within regulated or compliance driven environments.
Exceptional customer service and communication skills
Intermediate to advanced administration of Windows operating systems, including troubleshooting, configuration, and user support.
Intermediate support and administration of iOS and Android devices, including user configuration, security, and troubleshooting.
Intermediate knowledge of networking and infrastructure, including LAN, WAN, wireless networks, and cloud based environments.
Intermediate experience with security tools and workflows, including endpoint protection, phishing response, and triaging security related events.
Proficiency with RMM, ticketing, and documentation platforms
Intermediate knowledge of Microsoft 365, including the Admin Center, Entra ID, Intune, Exchange, Defender, SharePoint, and Teams.
Advanced proficiency with Microsoft 365 desktop applications, including Outlook, Word, Excel, PowerPoint, OneDrive, and Teams.
Working knowledge of modern AI productivity tools, such as Copilot, ChatGPT, Claude, or similar platforms, and an interest in using them effectively in daily workflows.
Experience supporting SaaS based VoIP solutions, including user support and basic troubleshooting.
Prior experience working within a Managed Service Provider (MSP) or multi client support environment.
What it would be nice to have:
Intermediate to advanced administration of Mac Operating Systems
PowerShell scripting experience.
Compensation Range:
The hourly range for this role is $30-35 per hour depending on experience, plus competitive performance-based bonus. Compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific office location. Compensation ranges may differ in differing locations due to cost of labor considerations.
#LI-Onsite
Salary : $30 - $35