JOB SUMMARY:

We are looking for a reliable and customer-focused L1 Help Desk Associate to provide first-line technical and operational support to end-users across the organization.
This role is ideal for someone early in their career with strong communication skills, a willingness to learn, and a passion for using technology as an enablement tool to drive business forward.
The Help Desk Associate role is an entry-level position that works alongside all technical and non-technical teams within the Operations Department at Wolfe Research; General Operations, Product Management, Technology & Development/Data. In the first 2 years of this role, you will learn everything there is to know about the basics of Wolfe Research’s business, processes and systems. After you have completed your initial learning and support rotation, you will have the opportunity to rotate between Operations Department teams as an L2 Associate to get a feel for the direction you would like to take your tech career.

QUALIFICATIONS:

• Strong communication and customer service skills and comfort with direct end user engagement via phone, in person or otherwise
• Curious and technical minded.
• Fundamental knowledge of computer systems, networks, and software applications.
• Ability to work quickly and independently in a fast paced and occasionally high-pressure environment.

KEY SKILLS:

• Strong verbal and written communication
• Customer service mindset and problem-solving ability
• Ability to follow procedures and document issues clearly
• Team player with a willingness to learn and grow in the role
• Time management and multitasking in a fast-paced environment

• Serve as the initial point of contact for all business queries and issues via phone, email, chat, or ticketing system.
• Record, categorize, and prioritize incidents and service requests in the ITSM tool (e.g., ServiceNow, Jira, Freshservice).
• Direct employees to relevant internal resources and procedures where necessary.
• Troubleshoot and resolve hardware, software, and network issues—such as password resets, printer problems, and application errors.
• Provide support for Microsoft Windows, Office 365, VPN access, Salesforce, and commonly used enterprise applications.
• Escalate complex or unresolved issues to Level 2 or Level 3 teams following escalation procedures.
• Follow documented processes and contribute to knowledge base articles and user guides.
• Own, track and update tickets throughout their lifecycle, ensuring timely resolution and user satisfaction.
• Assist with onboarding and offboarding of users, including account setup and equipment provisioning.
• Assist with relevant centralized system processes and testing.
• Maintain professionalism and deliver excellent customer service in all interactions.