IT Support Specialist
Job Description
An innovative professional services organization specializing in legal, financial, and consulting solutions seeks a dedicated IT Support Specialist to deliver comprehensive technical support across a dynamic, fast-paced environment.
Role Overview
The IT Support Specialist is responsible for providing proactive end-user technical assistance, troubleshooting, and support to ensure seamless technology operations. This position impacts the organization by maintaining productivity through effective resolution of hardware and software issues, supporting IT projects, and fostering excellent communication between support teams and end-users.
Key Responsibilities
- Respond promptly to user inquiries via phone, email, or walk-in; troubleshoot and resolve issues related to hardware, software applications, and network connectivity.
- Provide first- and second-tier support for desktop, laptop, mobile devices, printers, and peripherals, escalating complex problems to appropriate technical teams.
- Maintain clear and professional communication with users, support staff, and internal IT teams to ensure effective issue resolution.
- Document, prioritize, and track support tickets using ticketing systems (e.g., ServiceNow, Jira, or similar).
- Assist with software and hardware rollouts, upgrades, including planning, testing, scheduling, and pilot phases.
- Stay current with industry trends, technical updates, and internal processes through participation in ongoing training, workshops, and support sessions.
- Take ownership of escalated issues to ensure resolution, user satisfaction, and follow-up if needed.
- Support remote and onsite office locations, providing consistent technical assistance across multiple sites.
- Participate in after-hours support, including extended hours, weekends, or holiday coverage, as required.
Core Qualifications & Requirements
- 2-3 years of help desk or technical support experience, preferably in professional services, law firms, or corporate environments.
- Strong proficiency in Microsoft Office 365, Windows 10, Adobe Acrobat, MobileIron, Citrix Virtual Apps and Desktops, Duo Mobile, iManage, Lenovo laptops, HP desktops, and printers.
- Experience supporting remote offices and mobile devices is a plus.
- Excellent customer service skills with a patient, detail-oriented approach.
- Proven ability to independently manage multiple tasks, prioritize effectively, and meet deadlines.
- Strong written and verbal communication skills; ability to collaborate with team members and end-users professionally.
- Self-starter, reliable, resourceful, and trustworthy with a disciplined work ethic.
Nice-to-Have Qualifications
- Experience with ChangePro and experience supporting iOS devices.
- Knowledge of network protocols, security practices, and enterprise support tools.
Core Technical Skills
- Microsoft Office 365 Suite, Windows 10, Adobe Acrobat, MobileIron, Citrix, Duo Mobile, iManage platform, Lenovo laptops, HP desktops and printers, remote support tools, ticketing systems (ServiceNow, Jira).
Career Impact
Joining this organization offers the opportunity to develop advanced technical skills within a growing professional services environment, supporting cutting-edge technology solutions for a diverse client base.
Apply Today!
If you are a proactive tech support professional looking to advance your career in a collaborative environment, we encourage you to apply now.
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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