Service Desk Admin

Focus Financial Partners•Los Angeles, CA

8d•$50,000 - $65,000•Onsite

About The Position

The Service Desk Analyst provides first- and second-line technical support, resolving hardware, software, access, and connectivity issues. The role combines technical troubleshooting with customer service, ticket ownership, and collaboration to meet service targets and improve the support experience. The position requires onsite attendance five days per week and participation in scheduled after-hours and weekend on-call rotations. The role supports Windows and/or macOS, Microsoft 365, enterprise applications, hardware, mobile devices, printing, VPN, and network connectivity. The analyst manages tickets in ServiceNow, follows established prioritization and escalation procedures, maintains accurate documentation, and owns assigned work through resolution or coordinated handoff. The position also includes customer follow-up, queue review, knowledge article maintenance, service improvement recommendations, adherence to IT and security standards, and contribution to projects and other assigned work. This is a non-exempt position with an expected annualized base pay range of $50,000–$65,000. Actual pay may vary based on experience, expertise, work location, and skills. The total compensation package may also include an annual cash bonus and benefits such as medical, dental, vision, life insurance, and a 401(k).

Requirements

2–4 years of IT support experience or equivalent, primarily in Service Desk or End-User Support.
Hands-on experience with Windows and/or macOS, Microsoft 365, and enterprise endpoint troubleshooting.
Experience supporting remote users, PC hardware, mobile devices, and network printing.
Strong troubleshooting, organization, and written and verbal communication skills.
Customer-focused approach and accountability for assigned work.

Nice To Haves

Experience with ServiceNow or a comparable ITSM platform.
ITIL® 4 Foundation certification.
Relevant technical certification, such as CompTIA A+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.

Responsibilities

Resolve standard to moderately complex incidents and requests involving Windows and/or macOS, Microsoft 365, enterprise applications, hardware, mobile devices, printing, VPN, and network connectivity.
Manage ServiceNow tickets using established impact- and urgency-based priorities, while maintaining accurate ownership, status, and documentation.
Own assigned work through resolution or coordinated handoff, prioritizing first-contact resolution where practical.
Follow escalation procedures, escalating after 30 minutes of troubleshooting without progress or immediately for high-impact issues.
Update every open ticket daily with progress, blockers, and next steps; document customer communications, troubleshooting, and resolutions.
Follow established procedures for pending tickets, customer follow-up, closure, and potential major incidents.
Review queues throughout the day to address aging work, approaching SLA breaches, and unresolved blockers.
Provide professional, responsive customer service, including executive and white-glove support, while following established priority rules.
Use and improve knowledge articles, document recurring fixes, and recommend service improvements.
Follow IT, security, and corporate standards; contribute to projects and other assigned work.
Participate in scheduled after-hours and weekend on-call rotations.