Service Desk Technician

About the Role

Wolf & Company, P.C. is seeking a motivated and customer-focused Service Desk Technician to join our Information Services (IS) team. Reporting to the Service Desk Manager, this role provides first-line technical support to Wolf employees and plays a key role in delivering an exceptional technology experience across the organization.

Candidates should be able to work onsite in our Boston office 3-4 days per week during the initial onboarding period, with flexibility based on business needs and performance.

Key Responsibilities

• Utilize approved AI tools such as Microsoft Copilot and other AI-assisted technologies to improve troubleshooting, knowledge discovery, documentation, communication, and service request fulfillment while adhering to firm security and AI usage guidelines.
• Deliver excellent customer service and maintain high end-user satisfaction.
• Consistently meet service desk response and resolution expectations.
• Demonstrate the ability to troubleshoot and resolve common issues independently.
• Continuously develop technical skills and contribute to team knowledge sharing.
• Support Wolf's commitment to secure, reliable, and efficient technology services.
• Serve as the first point of contact for end-user technical support requests received through SysAid, ServiceNow, email, and phone.
• Diagnose and resolve hardware, software, account access, printing, network connectivity, and mobile device issues.
• Provision, deploy, and support Windows laptops utilizing Microsoft Intune and Windows Autopilot.
• Create, manage, and troubleshoot user accounts, group memberships, and permissions within Microsoft Entra ID and Active Directory.
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint.
• Assist with onboarding and offboarding activities, including account setup, device preparation, software provisioning, and access management.
• Support conference room technologies including Microsoft Teams Rooms, audiovisual equipment, and meeting collaboration platforms.
• Utilize IT service management and remote support tools to resolve incidents and service requests.
• Assist with endpoint security technologies including CrowdStrike, Mimecast, CyberArk, and Arctic Wolf.
• Escalate complex technical issues to senior help desk lead, infrastructure teams, vendors, or external service providers as appropriate.
• Maintain accurate asset inventory records and assist with lifecycle management activities.
• Create and update technical documentation, knowledge base articles, standard operating procedures, and user guides.
• Participate in projects related to endpoint management, security improvements, process optimization, and technology rollouts.

Requirements & Tech Stack

• 0-2 years of experience in a Help Desk, Service Desk, Desktop Support, or similar IT support role.
• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or equivalent work experience.
• Experience supporting Windows operating systems and Microsoft Office applications.
• Basic understanding of Microsoft 365 administration and troubleshooting.
• Experience using ticketing systems to manage incidents and service requests.
• Familiarity with Active Directory and/or Microsoft Entra ID user administration.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Strong customer service orientation with a focus on professionalism and responsiveness.

Preferred Qualifications

• Exposure to Microsoft Copilot, ChatGPT, Claude, Gemini, or similar AI platforms.
• Familiarity with AI-assisted troubleshooting, knowledge management, workflow automation, or chatbot technologies.
• Experience with Microsoft Intune, Windows Autopilot, or modern endpoint management platforms.
• Exposure to ServiceNow, SysAid, ConnectWise, or similar ITSM tools.
• Experience supporting Microsoft Teams and conference room technologies.
• Familiarity with endpoint security solutions such as CrowdStrike, CyberArk, Mimecast, or similar platforms.
• Basic networking knowledge including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Industry certifications such as:
• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals (MS-900)
• Microsoft Endpoint Administrator Associate (MD-102)