Service Desk Technician

Wolf & Company, P.C.•Boston, MA

5d•$55,000 - $65,000•Hybrid

About The Position

Wolf & Company, P.C. is seeking a motivated and customer-focused Service Desk Technician to join our Information Services (IS) team. Reporting to the Service Desk Manager, this role provides first-line technical support to Wolf employees and plays a key role in delivering an exceptional technology experience across the organization. The Service Desk Technician will troubleshoot hardware, software, and access issues, support end users across multiple office locations, assist with device deployments through Microsoft Intune and Autopilot, and work with a variety of enterprise technologies including Microsoft 365, Entra ID, ServiceNow, Mimecast, CrowdStrike, CyberArk, Arctic Wolf, and Microsoft Teams. This position is ideal for an IT professional with 0-2 years of hands-on help desk experience who is looking to expand their skills within a collaborative, professional services environment. Candidates should be able to work onsite in our Boston office 3-4 days per week during the initial onboarding period, with flexibility based on business needs and performance.

Requirements

0-2 years of experience in a Help Desk, Service Desk, Desktop Support, or similar IT support role
Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or equivalent work experience
Experience supporting Windows operating systems and Microsoft Office applications
Basic understanding of Microsoft 365 administration and troubleshooting
Experience using ticketing systems to manage incidents and service requests
Familiarity with Active Directory and/or Microsoft Entra ID user administration
Strong troubleshooting, analytical, and problem-solving skills
Excellent verbal and written communication skills
Ability to prioritize multiple tasks and work effectively in a fast-paced environment
Strong customer service orientation with a focus on professionalism and responsiveness

Nice To Haves

Exposure to Microsoft Copilot, ChatGPT, Claude, Gemini, or similar AI platforms in an academic, personal, or professional setting
Familiarity with AI-assisted troubleshooting, knowledge management, workflow automation, or chatbot technologies
Experience with Microsoft Intune, Windows Autopilot, or modern endpoint management platforms
Exposure to ServiceNow, SysAid, ConnectWise, or similar ITSM tools
Experience supporting Microsoft Teams and conference room technologies
Familiarity with endpoint security solutions such as CrowdStrike, CyberArk, Mimecast, or similar platforms
Basic networking knowledge including TCP/IP, DNS, DHCP, VPN, and wireless connectivity
Industry certifications such as: CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), Microsoft Endpoint Administrator Associate (MD-102)

Responsibilities

Utilize approved AI tools such as Microsoft Copilot and other AI-assisted technologies to improve troubleshooting, knowledge discovery, documentation, communication, and service request fulfillment while adhering to firm security and AI usage guidelines
Delivers excellent customer service and maintains high end-user satisfaction
Consistently meets service desk response and resolution expectations
Demonstrates the ability to troubleshoot and resolve common issues independently
Continuously develops technical skills and contributes to team knowledge sharing
Supports Wolf's commitment to secure, reliable, and efficient technology services
Serve as the first point of contact for end-user technical support requests received through SysAid, ServiceNow, email, and phone
Diagnose and resolve hardware, software, account access, printing, network connectivity, and mobile device issues
Provision, deploy, and support Windows laptops utilizing Microsoft Intune and Windows Autopilot
Create, manage, and troubleshoot user accounts, group memberships, and permissions within Microsoft Entra ID and Active Directory
Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint
Assist with onboarding and offboarding activities, including account setup, device preparation, software provisioning, and access management
Support conference room technologies including Microsoft Teams Rooms, audiovisual equipment, and meeting collaboration platforms
Utilize IT service management and remote support tools to resolve incidents and service requests
Assist with endpoint security technologies including CrowdStrike, Mimecast, CyberArk, and Arctic Wolf
Escalate complex technical issues to senior help desk lead, infrastructure teams, vendors, or external service providers as appropriate
Maintain accurate asset inventory records and assist with lifecycle management activities
Create and update technical documentation, knowledge base articles, standard operating procedures, and user guides
Participate in projects related to endpoint management, security improvements, process optimization, and technology rollouts