Onsite IT Service Desk Pro

Focus Financial Partners; Los Angeles (CA); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

Job summary

Focus Financial Partners in Los Angeles is seeking a Service Desk Analyst to provide first- and second-line IT support, resolving hardware, software, and connectivity issues. The role requires onsite attendance five days a week and participation in after-hours on-call rotations.

The ideal candidate has 2–4 years in IT support, hands-on experience with Windows/macOS, M365, and enterprise endpoint troubleshooting, plus strong communication skills.

Qualifications

• 2–4 years IT support experience or equivalent.
• Hands-on experience with Windows/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.
• Customer-focused approach and accountability for assigned work.

Responsibilities

• Resolve incidents and requests involving Windows/macOS, M365, hardware, and connectivity.
• Manage tickets in ServiceNow with proper ownership and documentation.
• Own work through resolution or handoff; prioritize first-contact resolution.
• Follow escalation procedures for high-impact issues or after 30 minutes of no progress.
• Update tickets daily with progress, blockers, and next steps; document communications and resolutions.
• Adhere to established procedures for ticket closure and major incidents if needed.
• Monitor queues to address aging work and SLA breaches.
• Provide professional customer service, including executive/white-glove support per priority rules.
• Use knowledge articles; document recurring fixes and recommend improvements.
• Follow IT, security, and corporate standards; contribute to projects.

Skills

Windows

macOS

Microsoft 365

Customer service

Communication

Education

ITIL 4 Foundation

CompTIA A+

Microsoft 365 Fundamentals

Tools

ServiceNow

Job description

Focus Financial Partners in Los Angeles is seeking a Service Desk Analyst to provide first- and second-line IT support, resolving hardware, software, and connectivity issues. The role requires onsite attendance five days a week and participation in after-hours on-call rotations.

The ideal candidate has 2–4 years in IT support, hands-on experience with Windows/macOS, M365, and enterprise endpoint troubleshooting, plus strong communication skills.