Junior Service Desk Analyst

Gelfand, Rennert & Feldman is seeking a Junior Service Desk Analyst to join our IT team. The Junior Service Desk Analyst provides first line technical support to end users, assisting with the resolution of common incidents and service requests under guidance from senior team members. This role focuses on delivering a positive customer experience, building foundational technical skills, and learning standard IT service management processes. The Junior Service Desk Analyst supports efficient service desk operations while adhering to established IT, security, and corporate standards, and contributes to meeting defined SLAs and KPIs through accurate ticket handling and timely escalation.

Primary Responsibilities

• Incident & Request Management
  • Resolve standard to moderately complex incidents and service requests independently, including:
  • Endpoint operating systems (Windows and/or macOS)
  • Identity and access basics
  • Microsoft 365 and enterprise applications
  • Printing, VPN, and network connectivity issues
  • Register, categorize, prioritize, and resolve incidents and requests in ServiceNow in accordance with documented procedures.
  • Provide first‑tier and second‑tier support with a strong focus on first‑contact resolution where possible.
  • Escalate unresolved issues within defined service levels and keep customers informed of status and progress.
• Technical Support & Troubleshooting
  • Perform basic troubleshooting of software, hardware, and mobile device issues using documented runbooks and knowledge articles.
  • Assist with remote software installations, account setup, and standard configurations.
  • Support end‑user access to Windows environments, enterprise applications, VPN, email, and MFA.
  • Maintain clear, accurate ticket notes and documentation to support hand‑offs, audits, and SLA compliance.
• Knowledge & Process Improvement
  • Use and follow existing knowledge articles and support documentation.
  • Provide feedback on knowledge articles to improve clarity and accuracy.
  • Assist in documenting simple fixes or recurring issues under guidance from senior team members.
  • Actively participate in training, coaching, and skill‑development opportunities.
• Communication & Customer Experience
  • Communicate clearly and professionally with end users and IT colleagues.
  • Maintain a customer‑focused, service‑oriented attitude, even in high‑volume or time‑sensitive situations.
  • Escalate appropriately when issues impact business productivity or customer experience.
• Operational & Team Responsibilities
  • Follow departmental, IT, and corporate policies, standards, and security requirements.
  • Participate in team meetings, training sessions, and process reviews.
  • Participate in on‑call or after‑hours support as scheduled and appropriate to skill level.
  • Support projects and perform additional duties as assigned.

Qualifications

• 0–2 years of IT support experience, internship, or equivalent hands‑on technical experience.
• Foundational knowledge of computer fundamentals, including:
• Microsoft Windows and/or macOS basics
• Microsoft 365 (Outlook, Teams, Office applications)
• Basic endpoint and user account troubleshooting
• Familiarity with ServiceNow or another ITSM/ticketing platform (training acceptable).
• Ability to follow documented procedures and troubleshooting guides.
• Strong written and verbal communication skills with a customer‑centric mindset.
• Willingness to learn, accept feedback, and develop technical skills.

Preferred

• Coursework, degree, or certification in IT, Computer Science, or a related field.
• Entry‑level certifications such as:
• CompTIA A+
• Microsoft 365 Fundamentals (MS‑900)
• Basic understanding of ITIL concepts or IT service management practices.