Help Desk Associate

The Help Desk Associate role at Wolfe Research is an entry-level position providing first-line technical and operational support to end users across the organization. You will work closely with Operations Department teams and complete rotations that support progression toward L2 Associate roles.

On-site Location and Schedule

• Location: New York, NY (onsite)
• Work model: On-site
• Shift work: The role includes shift work, which may involve evenings or weekends based on business needs
• Physical demands: Some lifting or physical activity may be required when supporting hardware setup

Compensation

Salary: USD 75,000 to 85,000 per year

Key Responsibilities

• Act as the initial point of contact for business queries and IT issues through phone, email, chat, or the ticketing system
• Record, categorize, and prioritize incidents and service requests in the ITSM tool (Freshservice)
• Route employees to relevant internal resources and procedures when additional guidance is needed
• Troubleshoot and resolve issues related to hardware, software, and network, including password resets, printer problems, and application errors
• Support Microsoft Windows, Office 365, VPN access, Salesforce, and other commonly used enterprise applications
• Escalate complex or unresolved issues to Level 2 or Level 3 teams according to established escalation procedures
• Follow documented processes and contribute to the knowledge base and user guides
• Document processes and procedures to support business continuity
• Own, track, and update tickets throughout the full lifecycle, ensuring timely resolution and user satisfaction
• Support user onboarding and offboarding, including account setup and equipment provisioning
• Assist with centralized system processes and testing as needed
excellent customer service in all interactions

Required Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Information Systems, or Computer science (or relevant technical experience on an L1 support desk)
• OR strong IT certifications/credentials
• Communication and service: Strong communication skills and comfort engaging directly with end users via phone or in person (or otherwise)
• Mindset: Curious and technical minded
• Foundational knowledge: Knowledge of computer systems, networks, and software applications
• Work pace: Ability to work quickly and independently in a fast-paced and occasionally high-pressure environment

Technologies and Tools

• Freshservice
• Microsoft Windows
• Office 365
• VPN access
• Salesforce
• ITSM

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

Education

Bachelor’s degree in Information Technology, Computer Information Systems, or Computer science (or relevant technical experience on an L1 support desk) is required, or strong IT certifications/credentials.