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IT Support Analyst
Job Description
Responsibilities
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Provide courteous and professional support to end users by handling incoming requests via phone and email
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Log all user requests accurately and follow established escalation procedures
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Track, update, and maintain issue status and resolutions within the ticketing system
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Monitor the Help Desk inbox and tickets to ensure service levels (SLAs) are consistently met
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Escalate complex issues and collaborate with IT teams to drive timely resolutions
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Contribute to the Help Desk knowledge base by creating and updating accurate documentation
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Diagnose and resolve issues related to Windows-based workstations, custom applications, email, networks, and peripheral equipment
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Support mobile devices by troubleshooting iOS and Android software issues
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Maintain strong technical expertise in operating systems, core applications, and hardware solutions
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Work overtime as needed to support business demands
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Perform additional duties as assigned
Qualifications
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Bachelor’s degree in a technology-related field preferred
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Minimum of 2 years’ experience supporting end-user equipment in a fast-paced corporate or law firm environment
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Strong customer service and communication skills with the ability to work effectively in a team environment
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Solid understanding of PC hardware, peripherals, Active Directory, Windows operating systems (Windows 7/10), and Microsoft Office applications
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Hands-on experience supporting iOS and Android mobile technologies
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
Victoria LaPorte
Senior Principal Recruiter
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