Service Desk Admin

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k)

Job summary

Focus Partners Wealth is seeking a Service Desk Analyst to provide first- and second-line IT support onsite in Los Angeles. You will troubleshoot hardware, software, VPN, and network issues while owning tickets and striving for first-contact resolution.

The ideal candidate has 2–4 years of IT support experience, strong Windows/macOS and Microsoft 365 skills, and the ability to support remote users as needed. Base pay ranges from $50,000 to $65,000 with a comprehensive benefits package.

Job description

## Service Desk AdminApply: Fully Onsite: Los Angeles, California: Full time: Posted Yesterday: JR100601**Job Description Summary:**The Service Desk Analyst provides first- and second-line technical support, resolving hardware, software, access, and connectivity issues. This role combines technical troubleshooting with strong customer service, ticket ownership, and collaboration to meet service targets and improve the support experience. This position requires onsite attendance five days per week and participation in scheduled after-hours and weekend on-call rotations.**Job Description:****Key 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 impact- and urgency-based priorities and maintaining accurate 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 immediately for high-impact issues.* Update every open ticket daily with progress, blockers, and next steps; document customer communications, troubleshooting, and resolutions.* Follow established procedures for pending tickets, customer follow-up, closure, and potential major incidents.* Review queues throughout the day to address aging work, approaching SLA breaches, and unresolved blockers.* Provide professional, responsive customer service, including executive and white-glove support, while following established priority rules.* Use and improve knowledge articles, document recurring fixes, and recommend service improvements.* Follow IT, security, and corporate standards; contribute to projects and other assigned work. **Qualifications*** 2–4 years of IT support experience or equivalent, primarily 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.* Strong troubleshooting, organization, and written and verbal communication skills.* A customer-focused approach and accountability for assigned work.**Preferred Qualifications*** Experience with ServiceNow or a comparable ITSM platform.* ITIL 4 Foundation certification.* Relevant technical certification, such as CompTIA A+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.This position is a non-exempt position. The annualized base pay range for this role is expected to be between $50,000-$65,000 base salary compensation range. Actual base pay may 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. Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life insurance, and 401(k). Please note that the job title is subject to change based on the selected candidate’s experience and education. 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. **EEO Statement**: 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 [e-mail]