Junior Service Desk Analyst
The Junior Service Desk Analyst role at Focus Financial Partners involves providing first-line technical support to end users, assisting with the resolution of common incidents and service requests under the guidance of senior team members. This position is integral to the IT team, focusing on delivering a positive customer experience, building foundational technical skills, and learning standard IT service management processes within a leading financial services firm.
Key responsibilities include resolving standard to moderately complex incidents and service requests independently, such as issues related to endpoint operating systems (Windows and/or macOS), identity and access basics, Microsoft 365 and enterprise applications, as well as printing, VPN, and network connectivity problems. The analyst will register, categorize, prioritize, and resolve incidents and requests in ServiceNow, provide first-tier and second-tier support with a strong focus on first-contact resolution, and escalate unresolved issues within defined service levels while keeping customers informed of status and progress.
The ideal candidate will have 0–2 years of IT support experience, internship, or equivalent hands-on technical experience. Foundational knowledge of computer fundamentals, including Microsoft Windows and/or macOS basics, Microsoft 365 (Outlook, Teams, Office applications), and basic endpoint and user account troubleshooting, is required. Familiarity with ServiceNow or another ITSM/ticketing platform is preferred, along with the ability to follow documented procedures and troubleshooting guides. Strong written and verbal communication skills with a customer-centric mindset and a willingness to learn and develop technical skills are essential.
Focus Financial Partners offers a comprehensive benefits package, including medical, dental, vision, life insurance, and a 401(k) plan. The company emphasizes a client-first fiduciary philosophy, blending deep expertise and expansive resources to help individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. Employees are encouraged to participate in training, coaching, and skill-development opportunities, fostering a culture of continuous improvement and professional growth.