Job Description

About the Role

At Equitable, we help clients secure their financial well-being so they can pursue long and fulfilling lives- a mission we've honed since 1859.

Equitable Advisors is committed to making a difference in the lives of clients. Across the U.S., 4,500 financial professionals operating under the Equitable Advisors brand engage with individual clients to build relationships focused on helping individuals achieve meaningful financial wellness. In total, Equitable Advisors serves 2.4 million clients nationwide.

We are seeking a warm, high-energy Complex Technology Lead to be the friendly face of technology help desk support and client service for our Equitable Branch Managers, employees, and Financial Professionals! In this role, you'll be the go-to person who keeps our teams connected, confident, and running smoothly - owning the technology experience across our branch locations all while building genuine, positive relationships with everyone you support. You'll work closely with our Complex Technology Manager, partnering together to deliver seamless technology support across the Mid-Atlantic region covering New Jersey, Pennsylvania, Maryland and the DC Metro area. It's a close-knit, energetic community where great ideas and great people thrive together.

This position offers a hybrid work schedule, with an on-site presence of 2-3 days per week combining flexibility with team collaboration and ability to travel between branches within the market. The role can be located in any of the following office/branch locations: Woodbridge, NJ; Columbia, MD or Falls Church, VA

What You'll Be Doing

• Own ticket intake, triage, and escalation, keeping people informed and reassured every step of the way
• Follow up ticket escalations as needed
• Bring a client-service mindset to every interaction, ensuring tickets and requests are met with patience, positivity, and a solutions-first attitude
• Partner with the Digital Specialist to deliver engaging, easy-to-follow technology training as needed
• Act as a trusted pilot/resource for the HQ technology
• Assist with branch technology needs, including conferencing tools and AV needs, to keep meetings running seamlessly
• Oversee RingCentral, place tickets for moves/changes and porting
• Manage escalation of branch network issues with urgency and care
• Oversee Lexmark scanners/printers, keeping devices ready to go
• Oversee security systems, keypads, and access cards, helping keep our offices safe and welcoming
• Works closely with the Complex Team to support financial professionals, employees, and leadership across the complex

The base salary range for this position is $75,000 - $85,000. Actual base salaries vary based on skills, experience, and geographical location. In addition to base pay, Equitable provides compensation to reward performance with base salary increases, spot bonuses, and short-term incentive compensation opportunities. Eligibility for these programs depends on level and functional area of responsibility.

For eligible employees, Equitable provides a full range of benefits. This includes medical, dental, vision, a 401(k) plan, and paid time off. For detailed descriptions of these benefits, please reference the link below.

Equitable Pay and Benefits: Equitable Total Rewards Program

What You Will Bring

Required Qualifications

• Bachelor's degree or equivalent work experience
• 3 years of technology, help desk, or related client-service experience
• Professional Project Management experience with proven ability to oversee projects to completion

Preferred Qualifications

• Knowledge of placing service tickets.
• Knowledge/usage of Ring Central, Office 365, and various peripherals (printers, etc.)
• Customer-service mentality - patient, personable, and committed to creating a great experience for everyone you support
• Highly organized, great follow-up skills, ability to juggle multiple requests while keeping every detail on track
• A warm, naturally collaborative communicator with exceptional interpersonal and written/verbal skills, comfortable engaging all levels of leadership
• Self-starter with strong initiative and ability to work independently
• Exceptional attention to detail and accuracy

Skills

Business Analytics: Knowledge of technologies, techniques and practices for the evaluation of business performance data; ability to analyze business performance using advanced statistical methods to predict trends and providing forecasts that drive business decisions and business planning.

Data Gathering and Reporting: Knowledge of tools, techniques and processes for gathering and reporting data; ability to practice them in a particular department or division of a company.

Data Integrity: Knowledge of objectives, terminologies, and approaches of data integrity; ability to ensure the accuracy and consistency of data in various business environments.

Document Management: Knowledge of document management; ability to categorize, integrate, update, document and distribute business information in a secure, effective way.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Project Administration: Knowledge of project administration best practices and ability to use organizational strategies, practices and tools for administering projects.

About Equitable

At Equitable, we're a team committed to helping our clients secure their financial well-being so that they can pursue long and fulfilling lives.

We turn challenges into opportunities by thinking, working, and leading differently - where everyone is a leader. We encourage every employee to leverage their unique talents to become a force for good at Equitable and in their local communities.

We are continuously investing in our people by offering growth, internal mobility, comprehensive compensation and benefits to support overall well-being, flexibility, and a culture of collaboration and teamwork.

We are looking for talented, dedicated, purposeful people who want to make an impact. Join Equitable and pursue a career with purpose. Click Careers at Equitable to learn more.

Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.

NOTE: Equitable participates in the E-Verify program.

If reasonable accommodation is needed to participate in the job application or interview process or to perform the essential job functions of this position, please contact Human Resources at (212) 314-2211 or email us at TalentAcquisition@equitable.com .