Cloud Systems Support Specialist (Tier 1)

Phoenix Staff; Phoenix (AZ); On-site; USD 34,000 - 40,000; Full time

Job summary

Phoenix Staff is seeking a Tier 1 Cloud System Administrator to provide frontline technical support for end users and business technology environments. This role focuses on troubleshooting issues involving workstations, applications, printers, user accounts, connectivity, and cloud or virtual environments.

The administrator will manage incoming service requests, document troubleshooting activities, communicate with users, and escalate more complex infrastructure issues to senior resources.

Qualifications

• 1–2 years in IT support or help desk
• Foundational knowledge of Windows and Microsoft technologies
• Basic networking concepts including TCP/IP, LAN/WAN, VPN
• Ability to document service requests clearly and accurately

Responsibilities

• Provide Tier 1 support for service requests involving workstations, printers, applications, user accounts, connectivity, and other common technology issues
• Troubleshoot basic technical issues affecting core business applications and Microsoft-based environments
• Assist users working within virtual environments, including Microsoft, Citrix, and VMware technologies
• Support common Windows workstation and basic Windows Server-related issues within established procedures
• Perform initial troubleshooting of LAN/WAN connectivity, VPN, remote access, and network-related incidents
• Assist with routine support activities involving Microsoft technologies such as Windows Server, Exchange, SQL, and SharePoint, escalating advanced issues as appropriate
• Provide remote and occasional onsite technical support based on customer needs
• Identify incidents requiring advanced troubleshooting and escalated them to Tier 2, Tier 3, or other appropriate technical resources
• Follow established procedures for supporting backup and disaster recovery environments
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and relevant system information
• Keep customers informed regarding ticket status, expected next steps, planned changes, and service interruptions
• Work through assigned service requests according to established scheduling and dispatch processes
• Follow documented technical procedures and contribute updates to support documentation when appropriate

Skills

IT support

Help desk

Windows

Networking basics

Communication

Troubleshooting

Documentation

Remote support

Virtualization basics

Education

Associates or Bachelor's degree in computer science / IT

Entry-level IT certifications

Tools

ConnectWise

Job description

Phoenix Staff is seeking a Tier 1 Cloud System Administrator to provide frontline technical support for end users and business technology environments. This role focuses on troubleshooting issues involving workstations, applications, printers, user accounts, connectivity, and cloud or virtual environments.

The administrator will manage incoming service requests, document troubleshooting activities, communicate with users, and escalate more complex infrastructure issues to senior resources.