Service Desk Technician

Overview 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 ID, ServiceNow, Mimecast, CrowdStrike, CyberArk, 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. 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 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 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 Qualifications 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 in an academic, personal, or professional setting 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) Additional Information Wolf & Company, P.C. is committed to striving to be an employer of choice that embraces inclusion & diversity. At Wolf, the strength of our team is measured by the uniqueness of each and every one of us. Our culture of inclusion and diversity celebrates our differences and recognizes the ongoing need to build a welcoming, collaborative, and supportive environment where our people can be their authentic selves and thrive.  We strive for diversity inclusive of race, color, ethnicity, national origin, gender identity, gender expression, sex, age, color, religion, sexual orientation, physical abilities, medical condition, pregnancy, education, social classes, marital status, veteran status, and so much more. Wolf is committed to making employment decisions without regard to an individual’s protected characteristics and to providing equal opportunity for all. The salary range for this position is $55,000 - $65,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.  In addition to base pay, you may be eligible to participate in our performance-based incentive compensation or sales commission plans. In addition, Wolf offers a wide range of benefits including spot awards, 401(k) savings, flexible work, and a generous total rewards and benefits package.