Service Desk Analyst

Focus Financial Partners • Boston, MA

9d • $50,000 - $60,000 • Hybrid

About The Position

The Service Desk Analyst provides first‑ and second‑line technical support to end users, resolving a broad range of incidents and service requests independently. This role demonstrates strong ownership of issues, delivers high‑quality customer service, and actively contributes to knowledge management and continuous improvement initiatives.
Service Desk Analyst ensures efficient service desk operations, and adheres to established IT, security, and corporate standards while meeting defined SLAs and KPIs.
This role is hybrid with 3 days per week onsite in either our Boson, MA or New York, NY office.

Requirements

• 2–4 years of IT support experience or equivalent, primarily in a Service Desk or End‑User Support role.
• Intermediate knowledge of computer fundamentals with hands‑on experience in:
• Microsoft Windows and/or macOS
• Microsoft 365 (Office apps, Teams, Outlook)
• Endpoint troubleshooting in an enterprise environment
• Experience using ServiceNow or a comparable ITSM platform.
• Experience supporting remote and distributed user environments.
• Proficiency in PC hardware troubleshooting, mobile device management, and printer/network printing support.
• Strong written and verbal communication skills with a customer‑centric mindset.

Nice To Haves

• ITIL® 4 Foundation certification
• One role‑relevant technical certification aligned to the environment, such as:
• CompTIA A+ (Core 1 & Core 2)
• Microsoft 365 Fundamentals (MS‑900)
• Microsoft Endpoint Administrator (MD‑102)

Responsibilities

• Incident & Request Management
• Resolve standard to moderately complex incidents and service requests independently, including:
• Endpoint operating systems (Windows and/or macOS)
• Identity and access basics
• Microsoft 365 and enterprise applications
• Printing, VPN, and network connectivity issues
• Register, categorize, prioritize, and resolve incidents and requests in ServiceNow in accordance with documented procedures.
• Provide first‑tier and second-tier support with a strong focus on first‑contact resolution where possible.
• Escalate unresolved issues within defined service levels and keep customers informed of status and progress.
• Technical Support & Troubleshooting
• Troubleshoot software, hardware, and mobile device issues, resolving moderately complex technical problems.
• Perform remote software installations and configuration as required.
• Support Windows environments, standard enterprise applications, and mobile device access (VPN, email, MFA).
• Maintain accurate, detailed documentation and work notes to support auditability, knowledge reuse, and SLA compliance.
• Knowledge & Process Improvement
• Review, improve, and validate knowledge articles for accuracy, clarity, and usability.
• Propose and create new knowledge articles for recurring issues and common fixes.
• Recommend process improvements to enhance service efficiency, quality, and customer experience.
• Communication & Customer Experience
• Communicate effectively with IT teams, service owners, and business stakeholders to drive timely resolution.
• Maintain a professional, customer‑focused service attitude, including in high-pressure or demanding situations.
• Deliver Executive / White Glove support when required, particularly in corporate or onsite environments.
• Operational & Team Responsibilities
• Follow departmental, IT, and corporate policies, standards, and security requirements.
• Participate in on‑call rotations after hours or on weekends, as scheduled.
• Support projects and perform additional duties as assigned.

Benefits

• Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life and 401(k).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed