Service Desk Analyst
$50k - $60k USD
Job Summary
The Service Desk Analyst provides first‑ and second‑line technical support to end users, resolving a broad range of incidents and service requests independently. This role demonstrates strong ownership of issues, delivers high‑quality customer service, and actively contributes to knowledge management and continuous improvement initiatives.
Service Desk Analyst ensures efficient service desk operations, and adheres to established IT, security, and corporate standards while meeting defined SLAs and KPIs.
This role is hybrid with 3 days per week onsite in our St. Louis office.
Key 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
- Troubleshoot software, hardware, and mobile device issues, resolving moderately complex technical problems.
- Perform remote software installations and configuration as required.
- Support Windows environments, standard enterprise applications, and mobile device access (VPN, email, MFA).
- Maintain accurate, detailed documentation and work notes to support auditability, knowledge reuse, and SLA compliance.
Knowledge & Process Improvement
- Review, improve, and validate knowledge articles for accuracy, clarity, and usability.
- Propose and create new knowledge articles for recurring issues and common fixes.
- Recommend process improvements to enhance service efficiency, quality, and customer experience.
Communication & Customer Experience
- Communicate effectively with IT teams, service owners, and business stakeholders to drive timely resolution.
- Maintain a professional, customer‑focused service attitude, including in high‑pressure or demanding situations.
- Deliver Executive / White Glove support when required, particularly in corporate or onsite environments.
Operational & Team Responsibilities
- Follow departmental, IT, and corporate policies, standards, and security requirements.
- Participate in on‑call rotations after hours or on weekends, as scheduled.
- Support projects and perform additional duties as assigned.
Qualifications & Skills
Required
- 2–4 years of IT support experience or equivalent, primarily in a Service Desk or End‑User Support role.
- Intermediate knowledge of computer fundamentals with hands‑on experience in:
- Microsoft Windows and/or macOS
- Microsoft 365 (Office apps, Teams, Outlook)
- Endpoint troubleshooting in an enterprise environment
- Experience using ServiceNow or a comparable ITSM platform.
- Experience supporting remote and distributed user environments.
- Proficiency in PC hardware troubleshooting, mobile device management, and printer/network printing support.
- Strong written and verbal communication skills with a customer‑centric mindset.
Preferred
- ITIL® 4 Foundation certification
- One role‑relevant technical certification aligned to the environment, such as:
- CompTIA A+ (Core 1 & Core 2)
- Microsoft 365 Fundamentals (MS‑900)
- Microsoft Endpoint Administrator (MD‑102)
#LI-KJ2
This is a non-exempt position. The annualized base pay range for this role is expected to be between $50,000- $60,000 base salary compensation range. 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 cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life and 401(k). Please note that the job title is subject to change based on the selected candidate’s experience and education.
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 www.focusfinancialpartners.com 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 privileges of employment, please contact careers@focuspartners.com.
The following language is for US based roles only
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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.