Job Description
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. The next progression would be into another Operations team as an L2 Associate.
Key Responsibilities: - 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 (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.
- Documenting processes and procedures for business continuity.
- 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.
Qualifications: - 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
- 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
Work Environment: - On-site
- Role will include shift work, including evenings or weekends, depending on business needs
- Some lifting or physical activity may be required when supporting hardware setup
At Wolfe Research we feel passionately about equal pay for equal work and pay transparency is an integral practice for that. The compensation for this role is market competitive with a base salary range of $75,000-$80,000. We intend to offer the selected candidate a base salary within this range, based on non-discriminatory factors including but not limited to skill set, job-related experience, and location. In addition, we offer an annual discretionary incentive bonus and competitive employee benefits including: medical, dental and vision coverage; life, accident and disability insurance. Wolfe also offers paid time off packages that include vacation, sick days/leave, paid holidays and paid parental leave. About Wolfe Wolfe Research, LLC is a premier independent sell-side research firm with a commitment to best-in-class content and ongoing strategic growth. We produce the most objective and distinguished research across our covered sectors, and deliver our services with intense care and specificity to each of our institutional clients. We strive for excellence in every facet of our business, and we will continue to differentiate ourselves by maintaining the highest standards for effort, client service, thoughtfulness, and integrity. Wolfe remains committed to providing a home for the top-ranked, most innovative and inspired analysts and sales people, and places significant emphasis and resources on mentoring talent.
The firm has established a leading reputation for sector and macro research. Our QES product provides leading stock selection models, cutting edge portfolio analytics and hedging tools, highly ranked ESG product, and back-tested alternative data. Wolfe Research’s analysts were voted #6 on a weighted basis for equity research during 2025 by institutional clients in the prestigious “Extel” (formerly Institutional Investor) All-America Research Poll, trailing only significantly larger bulge bracket firms, who have historically not been viewed as our peers.
We strive for excellence in every facet of our business, and we will continue to differentiate ourselves by maintaining the highest standards for effort, client service, thoughtfulness, and integrity. Wolfe remains committed to providing a home for the top-ranked, most innovative and inspired analysts and sales people, and places significant emphasis and resources on mentoring talent.
For more information about Wolfe Research, please visit us at:
Wolfe Research recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity or sexual orientation, disability, age, citizenship or other characteristics. At Wolfe Research, we strive to be the place where a diverse mix of talented people want to come, to stay and do their best work. We pride ourselves on bringing integrity and objectiveness to our research process and we know our company’s biggest strength is the hard work, collaboration and diverse views and opinions of our passionate and creative employees. We are fully focused on equality and believe deeply that diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other fascinating characteristics that make us different, also make us stronger.
Job Tags
Full time, Work at office, Shift work, Afternoon shift