End User Support Analyst - DC
2100 L St NW, Washington DC, DC 20037 US
Job Description
POSITION OVERVIEW
The IT Support Specialist is responsible for diagnosing and resolving software, hardware, and connectivity issues while ensuring smooth day-to-day operations for employees. This role provides direct support for staff and leadership on all technology-related matters, including offsite event setups when needed. The specialist works closely with internal IT teams, external vendors, and firm employees to maintain high service standards.
RESPONSIBILITIES
Technical Support & Troubleshooting
- Diagnose and resolve issues with workplace applications, ensuring seamless integration between software and hardware.
- Provide technical assistance for various devices, including desktops, laptops (both PC and Mac), mobile devices, and peripheral equipment.
- Configure and support multi-screen setups, wireless connectivity, and other specialized hardware needs.
- Follow established IT protocols for system configurations, troubleshooting, and data preservation.
- Maintain an organized log of technical issues and resolutions, ensuring timely updates and communication with end users.
- Assist in user account management, including provisioning and deprovisioning access across multiple systems.
- Deliver in-person and virtual training on software, hardware, and collaboration tools such as Teams, Zoom, and WebEx.
Infrastructure & Systems Support
- Assist with server maintenance and configurations while following firm-wide IT security standards.
- Adhere to internal change management processes when making updates to the IT environment.
- Participate in IT projects that enhance service delivery and system efficiency.
- Support IT asset management, tracking hardware updates, repairs, and replacements.
Event & Offsite IT Support
- Provide technical support for meetings, conferences, and offsite work, ensuring reliable connectivity and system functionality.
- Assist with setting up networking equipment (routers, switches, servers) for remote locations.
Collaboration & Communication
- Act as a liaison between IT teams, vendors, and employees to resolve technical concerns efficiently.
- Maintain clear and proactive communication with end users, ensuring a high level of customer satisfaction.
- Work with facilities and administrative staff to support conference room technology and office relocations.
REQUIREMENTS
- Bachelor's degree in a related field or equivalent experience.
- At least five years of experience in IT support, with strong knowledge of networking and server environments.
- Proficiency in Windows operating systems and Microsoft Office applications (Word, Outlook, Excel, PowerPoint).
- Relevant industry certifications (e.g., CompTIA, Microsoft, ITIL) are highly desirable.
- Prior experience in a professional services or legal environment is a plus.
- Willingness to participate in on-call rotations and occasional travel.
COMPENSATION & BENEFITS
- Competitive salary, with additional bonuses and overtime eligibility where applicable.
- Comprehensive health, dental, vision, and life insurance options.
- Parental leave and family support benefits.
- Wellness programs, including access to mental health and mindfulness apps.
- Professional development opportunities and tuition reimbursement.
- Paid community service day and additional personal time off.
Salary range for this role: $76K to $106K (varies based on experience and location).
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
Meet Your Recruiter
Cara Partovich
VP of Recruiting
A graduate from Penn State where she received her degree in Communications and Business. She has been with TPG since February 2016, and got into recruiting as she has always been intrigued by it. When she is not in the office you can find her hanging in the city or traveling with her husband, baby girl and dog.