What are the responsibilities and job description for the IT Service Associate position at Cetera Financial Group?
Job Description
The IT Service Associate plays a key role in delivering a reliable, seamless technology experience for employees across the organization. Reporting to the IT Manager, this position serves as the primary internal point of contact for end‑user technology support, overseeing day‑to‑day administration of the end‑user technology environment and partnering closely with our Managed Service Provider (MSP) to ensure timely and effective issue resolution.
This role is well‑suited for a service‑oriented professional who thrives in a collaborative, fast‑paced environment and excels at problem‑solving and customer support—without requiring deep technical specialization. The IT Service Associate supports the operational health of the technology ecosystem through user provisioning, device and access administration, workflow assistance, and proactive escalation management, helping ensure consistent, high‑quality technology experiences for employees.
What You Will Do
About Us
ABOUT US
What We Give You In Return
Not many teams can say that they support people’s dreams coming to life… We happen to do that every day. And as important as we know your career is, we recognize that there’s a whole lot more to life. To ensure that our Employees can make the most of their time outside of working hours, we offer a competitive salary and for full-time roles, a benefits package including:
Cetera Financial Group ® ("Cetera") is a leading network of independent retail broker-dealers empowering the delivery of objective financial advice to individuals, families and company retirement plans across the country through trusted financial advisors and financial institutions. Cetera is one of the largest independent financial advisor networks in the nation by number of advisors, as well as a leading provider of retail services to the investment programs of banks and credit unions.
Through its multiple distinct firms, Cetera offers independent and institutions-based advisors the benefits of a large, established broker-dealer and registered investment adviser, while serving advisors and institutions in a way that is customized to their needs and aspirations. Advisor support resources offered through Cetera include award-winning wealth management and advisory platforms, comprehensive broker-dealer and registered investment adviser services, practice management support, and innovative technology.
" Cetera Financial Group " refers to the network of independent retail firms encompassing, among others, Cetera Advisors LLC , Cetera Wealth Services LLC (f/k/a Cetera Advisor Networks), Cetera Investment Services LLC (marketed as Cetera Financial Institutions, or Cetera Investors . All firms are members FINRA/SIPC.
Cetera Financial Group is committed to providing an equal employment opportunity for all applicants and employees. For us, this is the only acceptable way to do business. Accordingly, all employment decisions at Cetera Financial Group, including those relating to hiring, promotion, transfers, benefits, compensation, and placement, will be made without regard to race, color, ancestry, national origin, citizenship, age, physical and/or mental disability, medical condition, pregnancy, genetic characteristics, religion, religious dress and/or grooming, gender, gender identity, gender expression, sexual orientation, marital status, U.S. military status, political affiliation, or any other class protected by state and/or federal law.
Agencies please note: this recruitment assignment is being managed directly by Cetera’s Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated.
Please review our Workforce Privacy Policy for further details on what information we collect and the purposes for collection.
The IT Service Associate plays a key role in delivering a reliable, seamless technology experience for employees across the organization. Reporting to the IT Manager, this position serves as the primary internal point of contact for end‑user technology support, overseeing day‑to‑day administration of the end‑user technology environment and partnering closely with our Managed Service Provider (MSP) to ensure timely and effective issue resolution.
This role is well‑suited for a service‑oriented professional who thrives in a collaborative, fast‑paced environment and excels at problem‑solving and customer support—without requiring deep technical specialization. The IT Service Associate supports the operational health of the technology ecosystem through user provisioning, device and access administration, workflow assistance, and proactive escalation management, helping ensure consistent, high‑quality technology experiences for employees.
What You Will Do
- Serve as the internal first point of contact for employee technology needs, ensuring employees never have to navigate the MSP relationship independently.
- Gather relevant context, provide initial troubleshooting, and escalate issues appropriately to the MSP while maintaining visibility into progress and resolution.
- Track, validate, and confirm issue resolution with employees to ensure a consistent, high‑quality service experience.
- Manage user onboarding and offboarding, including account creation, permissions, and access configurations across business systems.
- Support the full device lifecycle, including setup, configuration, distribution, replacement, and returns.
- Maintain accurate inventory records for end‑user devices, accessories, and software entitlements. Provide support for business applications and tools across the firm, assisting employees with navigation, process clarification, and application‑level issues.
- Partner with the Technology Solutions team to identify recurring issues and recommend operational improvements.
- Serve as the firm’s liaison to the Managed Service Provider (MSP) for technical issues, access changes, and support requests.
- Monitor open tickets, follow up on SLAs, and escalate gaps or delays to the IT Manager as needed.
- Ensure clear and effective communication between end users, the MSP, and internal technology teams.
- Assist the IT Manager in implementing operational standards, support processes, and documentation.
- Maintain and update internal knowledge base articles and end‑user guides.
- Support proactive maintenance activities, monitoring routines, and operational checklists to reduce avoidable issues.
- 1–3 years of experience in technology support, service coordination, or IT operations, including internships or hybrid roles.
- Strong problem‑solving skills with the ability to gather context, communicate clearly, and ensure issues are resolved, even when handled by an external support provider.
- Excellent communication and interpersonal skills, with the ability to support employees at all levels of the organization.
- A high degree of empathy and a customer‑service mindset, with a genuine interest in helping others get unstuck.
- A foundational understanding of common operating systems, business applications, and device administration.
- Strong organizational skills with the ability to manage multiple requests while maintaining clear and accurate documentation.
- Professionalism, discretion, and reliability when handling sensitive information.
- Experience coordinating with a Managed Service Provider (MSP) or external IT support partner.
- Exposure to IT operations environments, including user provisioning processes and business application support.
- Familiarity with service desk concepts or frameworks such as ITSM or ITIL.
- Interest in pursuing certifications or growing into more advanced technical or operational technology roles.
About Us
ABOUT US
What We Give You In Return
Not many teams can say that they support people’s dreams coming to life… We happen to do that every day. And as important as we know your career is, we recognize that there’s a whole lot more to life. To ensure that our Employees can make the most of their time outside of working hours, we offer a competitive salary and for full-time roles, a benefits package including:
- Inclusive health, dental, vision and life insurance plans built to support diverse lifestyles, offer preventative care, and protect against hardship.
- Easy access to mental health benefits to meet our team members and their families where they are.
- 20 plus days of paid time off (PTO), paid holidays, and 2 paid wellness days to give our employees the time they need to stay close with their loved ones, recharge, and give back to their communities.
- 401(k) Savings plan with a generous company contribution (up to 5%), and access to a financial professional to offer our employees the opportunity to plan-ahead for a strong financial future well beyond their working years.
- Paid parental leave to support all team members with birth, adoption, and foster.
- Health Savings and Flexible Spending Account options to help you save money on healthcare, daycare, commuting, and more.
- Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.
Cetera Financial Group ® ("Cetera") is a leading network of independent retail broker-dealers empowering the delivery of objective financial advice to individuals, families and company retirement plans across the country through trusted financial advisors and financial institutions. Cetera is one of the largest independent financial advisor networks in the nation by number of advisors, as well as a leading provider of retail services to the investment programs of banks and credit unions.
Through its multiple distinct firms, Cetera offers independent and institutions-based advisors the benefits of a large, established broker-dealer and registered investment adviser, while serving advisors and institutions in a way that is customized to their needs and aspirations. Advisor support resources offered through Cetera include award-winning wealth management and advisory platforms, comprehensive broker-dealer and registered investment adviser services, practice management support, and innovative technology.
" Cetera Financial Group " refers to the network of independent retail firms encompassing, among others, Cetera Advisors LLC , Cetera Wealth Services LLC (f/k/a Cetera Advisor Networks), Cetera Investment Services LLC (marketed as Cetera Financial Institutions, or Cetera Investors . All firms are members FINRA/SIPC.
Cetera Financial Group is committed to providing an equal employment opportunity for all applicants and employees. For us, this is the only acceptable way to do business. Accordingly, all employment decisions at Cetera Financial Group, including those relating to hiring, promotion, transfers, benefits, compensation, and placement, will be made without regard to race, color, ancestry, national origin, citizenship, age, physical and/or mental disability, medical condition, pregnancy, genetic characteristics, religion, religious dress and/or grooming, gender, gender identity, gender expression, sexual orientation, marital status, U.S. military status, political affiliation, or any other class protected by state and/or federal law.
Agencies please note: this recruitment assignment is being managed directly by Cetera’s Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated.
Please review our Workforce Privacy Policy for further details on what information we collect and the purposes for collection.