Junior Service Desk Analyst (Hiring Immediately)

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 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.
• Maintain a customer‑focused, service‑oriented attitude, even in high‑volume or time‑sensitive 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 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.

#LI-TN1

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.

For information on our Job Applicant Privacy Notice, please click here .

Gelfand, Rennert & Feldman (GRF) is a leading full-service business management firm for an exclusive group of entertainers, athletes, executives and select high-net-worth individuals. With approximately 40 managing directors and over 700 staff members delivering comprehensive financial services in the fields of music, motion pictures, television, sports, literature, and other creative and performing arts, as well as multi-family office services for ultra-high-net-worth individuals and families, GRF is part of Focus Financial Partners, a leading financial services firm comprised of wealth management, family office, and business management services. For more information about GRF, visit: or follow the company on LinkedIn .

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 privile]]>