Help Desk Analyst
Job Description
Key Responsibilities
- Support employee technology changes including device moves, new setups, and workstation modifications.
- Configure, deploy, and maintain laptops, desktops, and other end-user hardware across the organization.
- Manage the full lifecycle of support tickets by documenting, prioritizing, troubleshooting, and resolving user incidents.
- Identify opportunities to improve internal IT processes and create clear documentation for updated procedures.
- Oversee tracking and auditing of company hardware and software assets to ensure accurate inventory management.
- Provide responsive and professional technical support while maintaining strong communication with internal users.
- Troubleshoot and resolve complex technical problems related to systems, devices, and user environments.
- Deliver guidance and informal training to employees to help them effectively use internal technology tools.
- Administer and maintain environments including Microsoft 365 services, virtual desktop infrastructure, and mobile device platforms.
Required Technical Knowledge
- Strong experience supporting Windows 11 Enterprise and the Microsoft 365 productivity ecosystem.
- Solid understanding of basic networking concepts, including connectivity, network components, and common protocols.
- Experience working with Active Directory, including user management, organizational structure, and group policies.
- Ability to support users both on-site and remotely through various support tools.
- Hands-on experience managing devices through Microsoft Intune or other mobile device management platforms.
- Proficiency supporting and troubleshooting laptops and traditional desktop systems.
- Familiarity with using AI-powered tools (such as Copilot, ChatGPT, or Claude) to assist in troubleshooting and user support workflows.
Preferred Qualifications
- Experience supporting or administering VoIP communication platforms.
- Knowledge of enterprise video conferencing technologies and meeting room systems.
- Exposure to patching strategies and enterprise software deployment tools.
- Basic scripting capability using PowerShell or Python to automate tasks or improve efficiency.
- Understanding of network and internet security principles.
- Familiarity with ITIL frameworks, particularly around incident handling and service management workflows.
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
Cassie DiPierdomenico
Senior Principal Recruiter
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