Junior Service Desk Analyst

1 hour, 42 minutes ago
Full-time
Junior
Customer and Technical Support
FOCUS PARTNERS

FOCUS PARTNERS

FOCUS PARTNERS provides consulting services in business strategy, financial advisory, and mergers & acquisitions, helping clients achieve strategic goals and maximize value.

Professional Services
1-10
Founded 2005

Description

  • Resolve standard to moderately complex incidents and service requests for endpoint operating systems, identity and access basics, Microsoft 365, enterprise applications, printing, VPN, and network connectivity issues.
  • Register, categorize, prioritize, and resolve tickets in ServiceNow according to documented procedures.
  • Provide first-tier and second-tier support with a focus on first-contact resolution whenever possible.
  • Escalate unresolved issues within defined service levels and keep customers informed of status and progress.
  • Perform basic troubleshooting of software, hardware, and mobile device issues using runbooks and knowledge articles.
  • Assist with remote software installations, account setup, and standard configurations.
  • Support end-user access to Windows environments, enterprise applications, VPN, email, and MFA.
  • Maintain clear, accurate ticket notes and documentation for handoffs, audits, and SLA compliance.
  • Provide feedback on knowledge articles and help document simple fixes or recurring issues.
  • Participate in team meetings, training sessions, process reviews, on-call support, and assigned projects.

Requirements

  • 0–2 years of IT support experience, internship experience, or equivalent hands-on technical experience.
  • Foundational knowledge of Windows and/or macOS basics.
  • Working knowledge of Microsoft 365, including Outlook, Teams, and Office applications.
  • Basic endpoint and user account troubleshooting ability.
  • Familiarity with ServiceNow or another ITSM/ticketing platform; training is acceptable.
  • Ability to follow documented procedures and troubleshooting guides.
  • Strong written and verbal communication skills with a customer-centric mindset.
  • Willingness to learn, accept feedback, and develop technical skills.
  • Coursework, degree, or certification in IT, Computer Science, or a related field is preferred.
  • Entry-level certifications such as CompTIA A+ or Microsoft 365 Fundamentals (MS-900) are preferred.
  • Basic understanding of ITIL concepts or IT service management practices is preferred.

Benefits

  • Base pay varies based on experience, subject matter expertise, geographic location, and skill set.
  • Annual bonus opportunity.
  • Comprehensive benefits package.
  • Equal Opportunity Employer status.
  • Reasonable accommodations for applicants and employees with disabilities.
  • Job applicant privacy notice provided for review.

Interested in this position?

Apply directly on the company website

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