Junior Service Desk Technician

Key Responsibilities:

User Support

Provide first-level technical support to employees in person, by phone, remotely, and through the IT ticketing system.

Troubleshoot Windows workstation, Microsoft Office, Outlook, printing, connectivity, peripheral, and common application issues.

Assist users with password resets, account access, multifactor authentication, and other routine access issues.

Clearly communicate with users regarding the status and resolution of their requests.

Escalate more complex technical issues to senior IT staff when appropriate while remaining involved through resolution.

Workstation and Equipment Support

Configure, deploy, replace, and troubleshoot laptops, desktops, monitors, docking stations, printers, and other peripherals.

Prepare computers and equipment for new employees.

Assist with equipment recovery and account-related tasks during employee departures.

Install approved software and assist with workstation configuration and updates.

Maintain accurate records of computers, peripherals, and assigned equipment.

Onboarding and Offboarding

Assist with technology setup for new employees, including computers, user accounts, applications, phones, and other equipment.

Verify that new employees have the appropriate technology and access on their first day.

Assist with disabling access and recovering firm equipment during employee offboarding.

Coordinate with Human Resources, Office Services, and other departments as necessary.

IT Operations

Monitor and maintain the IT service desk queue and ensure tickets are properly documented and updated.

Document recurring problems, solutions, procedures, and troubleshooting steps.

Assist with workstation patching, software deployments, equipment inventories, and other routine IT maintenance.

Assist senior IT staff with technology projects, equipment replacements, office moves, upgrades, and other initiatives.

Help identify recurring problems and opportunities to improve IT processes.

Follow firm information security policies and IT procedures.

Required Qualifications:

Strong interest in information technology and technical problem solving.
Excellent customer service and interpersonal skills.
Ability to communicate technical information clearly to nontechnical users.
Strong organizational skills and attention to detail.
Ability to manage multiple requests and prioritize work appropriately.
Willingness and ability to learn new technologies quickly.
Ability to take ownership of assigned issues and follow them through completion.
Ability to work both independently and collaboratively as part of a small IT team.
Foundational knowledge of computers, operating systems, software, and basic troubleshooting concepts gained through education, training, internships, employment, or personal technical experience.

Preferred Qualifications:

Familiarity with Microsoft Windows environments.
Exposure to Microsoft 365 applications, including Outlook, Word, and Excel.
Basic understanding of computer hardware, networking, Active Directory, Microsoft Entra ID/Azure AD, or similar technologies.
Experience with a ticketing or service desk system.
CompTIA A+, Network+, Microsoft certifications, or similar technical training.
Experience supporting users in an accounting, legal, financial services, or other professional services environment is a plus.

What Success Looks Like:

A successful Junior Service Desk Technician will:

Respond to users promptly and professionally.

Take ownership rather than simply passing problems to someone else.

Develop strong troubleshooting skills and become increasingly self-sufficient.

Know when to ask for assistance and learn from more experienced team members.

Keep tickets and documentation accurate and current.

Pay close attention to details when configuring accounts, computers, and equipment.

Look for opportunities to improve processes and prevent recurring issues.

Demonstrate reliability, curiosity, initiative, and a positive attitude.