Service Desk Analyst

Focus Partners Wealth; St. Louis (MO); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

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 St. Louis. You will handle Windows/macOS, Microsoft 365, and enterprise applications, manage tickets in ServiceNow, and maintain ownership through resolution.

Participation in after-hours on-call rotations is required. The role emphasizes professional, executive-level customer service with clear documentation, knowledge sharing, and adherence to security standards.

Qualifications

• 2–4 years of IT support experience or equivalent.
• 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.
• Customer-focused approach and accountability for assigned work.

Responsibilities

• Resolve incidents and requests involving Windows/macOS, M365, and enterprise apps.
• Manage tickets in ServiceNow with proper ownership and documentation.
• Prioritize for first-contact resolution and escalate as needed.
• Update tickets daily with progress, blockers, and next steps; document communications and resolutions.
• Follow procedures for pending tickets, follow-up, closure, and major incidents.

Skills

IT support

Customer service

Troubleshooting

End-user support

Remote support

Education

IT-related certification

Tools

ServiceNow

ITSM

CompTIA A+

Microsoft 365 Fundamentals

Microsoft Endpoint Manager

Job description

## Service Desk AnalystApply: Fully Onsite: St. Louis, Missouri: Full time: Posted Today: JR100563**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. **Reporting and Operating Model**Work collaboratively with Service Desk teammates, leads, managers, and resolver groups. Follow established Ways of Working, using ServiceNow as the system of record for support activity and customer communication. **Required 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. **Key Competencies**Customer service, technical problem-solving, ownership, prioritization, collaboration, and clear documentation. **Scope and Role Expectations**Independently handle first- and second-line support within established procedures, coordinate effective handoffs, and escalate issues requiring additional expertise. Maintain consistent communication and follow-through. **Success Measures**Achievement of established SLAs and KPIs, timely resolution and escalation, accurate ticket records, consistent customer updates, and contributions to knowledge and service improvement.* Users receive timely, professional support and clear updates, with issues resolved effectively or handed off with complete troubleshooting details.* Assigned tickets have clear ownership, accurate records, and daily updates that explain progress, blockers, and next steps.* Established SLAs and KPIs are met through effective prioritization, regular queue reviews, and timely escalation of stalled or high-impact issues.* Knowledge articles and documented fixes help the team resolve recurring issues consistently and improve the support experience.* Support is delivered consistently within established Ways of Working, security standards, and priority rules, including executive and white-glove support. **Role Boundary**Resolve issues within the Service Desk’s support scope and route work requiring specialized expertise through documented escalation paths. Follow established priority rules for all users, including executives. This position is an 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. 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] ***The following language is for US based roles only*** **For California Applicants:**Information on your California privacy rights can be found**here****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.