Junior Service Desk Analyst

Position Summary

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