Service Desk Analyst: Windows, M365 & IT Support

Focus Financial Partners; 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 Financial Partners is seeking a Service Desk Analyst to provide on-site and remote IT support across Windows and macOS, Microsoft 365, and enterprise devices. You will own incidents from start to finish, manage tickets in ServiceNow, and collaborate to meet service targets.

The role requires five days on site weekly and participation in after‑hours/on‑call rotations. Ideal candidates have 2–4 years of IT support experience, strong communication, and a customer‑focused mindset.

Qualifications

• 2–4 years 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.

Responsibilities

• Resolve incidents and requests involving Windows/macOS, M365, hardware, connectivity.
• Manage tickets in ServiceNow with proper prioritization and documentation.
• Own work through resolution, with focus on first-contact resolution where possible.
• Follow escalation procedures and document progress daily.
• Provide professional customer service, including executive-level support where needed.
• Improve knowledge articles and contribute to service improvements.

Skills

IT support

Windows/macOS

Microsoft 365

Customer service

Tools

ServiceNow

Job description

Focus Financial Partners is seeking a Service Desk Analyst to provide on-site and remote IT support across Windows and macOS, Microsoft 365, and enterprise devices. You will own incidents from start to finish, manage tickets in ServiceNow, and collaborate to meet service targets.

The role requires five days on site weekly and participation in after‑hours/on‑call rotations. Ideal candidates have 2–4 years of IT support experience, strong communication, and a customer‑focused mindset.