Onsite IT Service Desk Specialist

Focus Financial Partners

St. Louis (MO)

On-site

USD 50,000 - 65,000

Full time

32 hours ago

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Job summary

Focus Financial Partners is seeking a Service Desk Analyst to provide first- and second-line technical support, resolving hardware, software, access, and connectivity issues. This on-site role requires five days per week on location and participation in after-hours and weekend on-call rotations.

The candidate will manage tickets in ServiceNow, prioritizing incident resolution and clear communication to customers.

Qualifications

2–4 years of IT support experience, especially 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.

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 priorities and maintaining ownership, status, and documentation.
Own assigned work through resolution or handoff, prioritizing first-contact resolution where practical.
Follow escalation procedures, including escalation after 30 minutes of troubleshooting without progress or for high-impact issues.
Update every open ticket daily with progress, blockers, and next steps; document communications, troubleshooting, and resolutions.
Follow established procedures for pending tickets, customer follow-up, closure, and potential major incidents.