Junior Service Desk Analyst

Position Summary

Gelfand Rennert & Feldman is seeking a Junior Service Desk Analyst to join our IT team. The Junior Service Desk Analyst provides first line technical support to end users assisting with the resolution of common incidents and service requests under guidance from senior team members. This role focuses on delivering a positive customer experience building foundational technical skills and learning standard IT service management processes.

The Junior Service Desk Analyst supports efficient service desk operations while adhering to established IT security and corporate standards and contributes to meeting defined SLAs and KPIs through accurate ticket handling and timely escalation.

Primary 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 firsttier and secondtier support with a strong focus on firstcontact resolution where possible.
• Escalate unresolved issues within defined service levels and keep customers informed of status and progress.

Technical Support & Troubleshooting

• Perform basic troubleshooting of software hardware and mobile device issues using documented runbooks and knowledge articles.
• Assist with remote software installations account setup and standard configurations.
• Support enduser access to Windows environments enterprise applications VPN email and MFA.
• Maintain clear accurate ticket notes and documentation to support handoffs audits and SLA compliance.

Knowledge & Process Improvement

• Use and follow existing knowledge articles and support documentation.
• Provide feedback on knowledge articles to improve clarity and accuracy.
• Assist in documenting simple fixes or recurring issues under guidance from senior team members.
• Actively participate in training coaching and skilldevelopment opportunities.

Communication & Customer Experience

• Communicate clearly and professionally with end users and IT colleagues.
• Maintain a customerfocused serviceoriented attitude even in highvolume or timesensitive situations.
• Escalate appropriately when issues impact business productivity or customer experience.

Operational & Team Responsibilities

• Follow departmental IT and corporate policies standards and security requirements.
• Participate in team meetings training sessions and process reviews.
• Participate in oncall or afterhours support as scheduled and appropriate to skill level.
• Support projects and perform additional duties as assigned.

Qualifications

• 02 years of IT support experience internship or equivalent handson technical experience.
• Foundational knowledge of computer fundamentals including:
• Microsoft Windows and/or macOS basics
• Microsoft 365 (Outlook Teams Office applications)
• Basic endpoint and user account troubleshooting
• Familiarity with ServiceNow or another ITSM/ticketing platform (training acceptable).
• Ability to follow documented procedures and troubleshooting guides.
• Strong written and verbal communication skills with a customercentric mindset.
• Willingness to learn accept feedback and develop technical skills.

Preferred

• Coursework degree or certification in IT Computer Science or a related field.
• Entrylevel certifications such as:
• CompTIA A
• Microsoft 365 Fundamentals (MS900)
• Basic understanding of ITIL concepts or IT service management practices.

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Actual base pay could vary based on factors including but not limited to experience subject matter expertise geographic location where work will be performed and the applicants skill set. The base pay is just one component of the total compensation package for employees. Other rewards may include an annual bonus and a comprehensive benefits package. Candidate information including education and work experience is verified upon an offer of employment. Falsification of application information may be grounds for denying employment.

Gelfand Rennert & Feldman is an Equal Opportunity Employer.

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About Focus Financial Partners

Focus is a leading financial services firm comprised of integrated wealth management family office and business management services. Blending deep expertise and expansive resources with a boutique client-first fiduciary philosophy Focus helps individuals families and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus visit follow the company onLinkedIn.

Focus is an equal opportunity employer and bases its employment decisions on the employee or candidates skillset and without regard to an employee or candidates race color religion sex (including pregnancy) gender identity sexual orientation national origin age disability genetic information veteran status or any other characteristic protected by local state and/or federal law.

Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact .

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