Service Desk Technician

Service Desk Technician

Location:

US-MA-Boston

:

Category:
Information Services (IFS)

Position Type:
Full-Time

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.

The Service Desk Technician will troubleshoot hardware, software, and access issues, support end users across multiple office locations, assist with device deployments through Microsoft Intune and Autopilot, and work with a variety of enterprise technologies including Microsoft 365, Entra , Service Now, Mimecast, Crowd Strike, Cyber Ark, Arctic Wolf, and Microsoft Teams.

This position is ideal for an IT professional with 0-2 years of hands-on help desk experience who is looking to expand their skills within a collaborative, professional services environment.

* 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.

• 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
• Delivers excellent customer service and maintains high end-user satisfaction
• Consistently meets service desk response and resolution expectations
• Demonstrates the ability to troubleshoot and resolve common issues independently
• Continuously develops technical skills and contributes to team knowledge sharing
• Supports 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 Sys Aid, Service Now, 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  Active Directory
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, One Drive, and Share Point
• 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 Crowd Strike, Mimecast, Cyber Ark, 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

• 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…