Service Desk Admin

Job Description Summary:

The Service Desk Analyst provides first- and second-line technical support, resolving hardware, software, access, and connectivity issues. This role combines technical troubleshooting with strong customer service, ticket ownership, and collaboration to meet service targets and improve the support experience.

This position requires onsite attendance five days per week and participation in scheduled after-hours and weekend on-call rotations.

Job Description:

Key Responsibilities

• Resolve standard to moderately complex incidents and requests involving Windows and/or macOS, Microsoft 365, enterprise applications, hardware, mobile devices, printing, VPN, and network connectivity.
• Manage tickets in ServiceNow, applying established impact- and urgency-based priorities and maintaining accurate ownership, status, and documentation.
• Own assigned work through resolution or coordinated handoff, prioritizing first-contact resolution, where practical.
• Follow escalation procedures, including escalating after 30 minutes of troubleshooting without progress or immediately for high-impact issues.
• Update every open ticket daily with progress, blockers, and next steps; document customer communications, troubleshooting, and resolutions.
• Follow established procedures for pending tickets, customer follow-up, closure, and potential major incidents.
• Review queues throughout the day to address aging work, approaching SLA breaches, and unresolved blockers.
• Provide professional, responsive customer service, including executive and white-glove support, while following established priority rules.
• Use and improve knowledge articles, document recurring fixes, and recommend service improvements.
• Follow IT, security, and corporate standards; contribute to projects and other assigned work.

Qualifications

• 2–4 years of IT support experience or equivalent, primarily in Service Desk or End-User Support.
• Hands-on experience with Windows and/or macOS, Microsoft 365, and enterprise endpoint troubleshooting.
• Experience supporting remote users, PC hardware, mobile devices, and network printing.
• Strong troubleshooting, organization, and written and verbal communication skills.
• A customer-focused approach and accountability for assigned work.

Preferred Qualifications

• Experience with ServiceNow or a comparable ITSM platform.
• ITIL® 4 Foundation certification.
• Relevant technical certification, such as CompTIA A+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.

This position is a non-exempt position. The annualized base pay range for this role is expected to be between $50,000-$65,000 base salary compensation range. Actual base pay may 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. Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life insurance, and 401(k). Please note that the job title is subject to change based on the selected candidate’s experience and education.

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 www.focusfinancialpartners.com or follow the company on LinkedIn.

EEO Statement: Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s 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 careers@focuspartners.com

The following language is for US based roles only

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.