Onsite Service Desk Pro: Windows/macOS Support

Focus Financial Partners; St. Louis (MO); On-site; USD 60,000 - 75,000; Full time

Job summary

Focus Financial Partners is seeking a Service Desk Analyst in St. Louis to provide first- and second-line technical support for Windows, macOS, M365, and enterprise applications.

The role demands onsite attendance five days a week, strong customer service, and ticket ownership in a fast-paced environment. You will manage ServiceNow tickets, follow escalation procedures, and drive timely updates while ensuring SLA adherence.

Qualifications

• 2-4 years of IT support experience or equivalent.
• Hands-on experience with Windows and macOS, Microsoft 365.
• 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.
• Experience with ServiceNow or a comparable ITSM platform.
• ITIL 4 Foundation certification.
• CompTIA A+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator certifications.

Responsibilities

• Resolve standard to moderately complex incidents and requests involving Windows and/or macOS, Microsoft 365, enterprise apps, 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 coordinated handoff, prioritizing first-contact resolution where practical.
• Follow escalation procedures, including escalating after 30 minutes of troubleshooting without progress or for high-impact issues.
• Update every open ticket daily with progress, blockers, and next steps; document customer communications and resolutions.

Skills

IT support

Windows/macOS

Microsoft 365

End-user support

Tools

ServiceNow

Job description

Focus Financial Partners is seeking a Service Desk Analyst in St. Louis to provide first- and second-line technical support for Windows, macOS, M365, and enterprise applications.

The role demands onsite attendance five days a week, strong customer service, and ticket ownership in a fast-paced environment. You will manage ServiceNow tickets, follow escalation procedures, and drive timely updates while ensuring SLA adherence.