Junior Service Desk Analyst New London
Focus Partners Wealth, LLC, Baltimore, MD, United States
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
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
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 end-user access to Windows environments, enterprise applications, VPN, email, and MFA.
Maintain clear, accurate ticket notes and documentation to support hand-offs, 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 skill-development opportunities.
Communication & Customer Experience
Communicate clearly and professionally with end users and IT colleagues.
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 on‑call or after‑hours support as scheduled and appropriate to skill level.
Support projects and perform additional duties as assigned.
Qualifications Required
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)
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 customer‑centric mindset.
Willingness to learn, accept feedback, and develop technical skills.
Preferred
Coursework, degree, or certification in IT, Computer Science, or a related field.
Entry‑level certifications such as:
CompTIA A+
Microsoft 365 Fundamentals (MS‑900)
Basic understanding of ITIL concepts or IT service management practices.
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 applicant's 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.
The following language is for US based roles only For information on our Job Applicant Privacy Notice, please clickhere .
For California Applicants: Information on your California privacy rights can be found
here
For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.
For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this shall be subject to criminal penalties and civil liability.
For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901.
For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.
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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
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
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 end-user access to Windows environments, enterprise applications, VPN, email, and MFA.
Maintain clear, accurate ticket notes and documentation to support hand-offs, 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 skill-development opportunities.
Communication & Customer Experience
Communicate clearly and professionally with end users and IT colleagues.
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 on‑call or after‑hours support as scheduled and appropriate to skill level.
Support projects and perform additional duties as assigned.
Qualifications Required
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)
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 customer‑centric mindset.
Willingness to learn, accept feedback, and develop technical skills.
Preferred
Coursework, degree, or certification in IT, Computer Science, or a related field.
Entry‑level certifications such as:
CompTIA A+
Microsoft 365 Fundamentals (MS‑900)
Basic understanding of ITIL concepts or IT service management practices.
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 applicant's 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.
The following language is for US based roles only For information on our Job Applicant Privacy Notice, please clickhere .
For California Applicants: Information on your California privacy rights can be found
here
For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.
For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this shall be subject to criminal penalties and civil liability.
For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901.
For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.
#J-18808-Ljbffr