End User Support Analyst

The Phoenix Group; Washington (District of Columbia); On-site; USD 76,000 - 106,000; Full time

Benefits offered by this job

Retirement savings options

Paid time off and holidays

Job summary

The Phoenix Group is seeking an End User Support Analyst to own Level 2 desktop and end-user support, troubleshooting hardware, software, operating systems, applications, connectivity, and peripherals. This on-site, full-time role supports business-critical technology, user onboarding, equipment deployments, meetings, and escalated issues while delivering dependable customer service to business users.

Key responsibilities include providing Level 2 desktop support, troubleshooting across devices

Qualifications

• 2+ years of experience in Desktop Support, End User Support, IT Support, or Service Desk environments.
• Approximately 4–5 years of overall PC hardware and software experience.
• Strong troubleshooting skills with Windows operating systems and Microsoft 365 applications.
• Experience supporting desktops, laptops, mobile devices, printers, peripherals, and common business applications.

Responsibilities

• Provide Level 2 Desktop Support, End User Support, IT Support, and Service Desk assistance for Windows desktops, laptops, OS, applications, and peripherals.
• Troubleshoot Microsoft 365, mobile devices, printers, business applications, hardware, software, connectivity, and user access issues.
• Diagnose, prioritize, document, and resolve incidents and service requests through an ITSM ticketing system.
• Configure, deploy, upgrade, replace, and maintain end-user hardware and software.

Skills

Customer service

Troubleshooting

Communication

Team collaboration

Tools

ServiceNow

Windows OS

Microsoft 365

Job description

The End User Support Analyst will own Level 2 desktop and end-user support, troubleshooting hardware, software, operating systems, applications, connectivity, and peripheral devices. This full-time, onsite role supports business-critical technology, user onboarding, equipment deployments, meetings, and escalated issues while delivering dependable customer service to business users.

Key Responsibilities

• Provide Level 2 Desktop Support, End User Support, IT Support, and Service Desk assistance for Windows desktops, laptops, operating systems, applications, and peripherals.
• Troubleshoot Microsoft 365, mobile devices, printers, business applications, hardware, software, connectivity, and user access issues.
• Diagnose, prioritize, document, and resolve incidents and service requests through an IT service management (ITSM) ticketing system.
• Configure, deploy, upgrade, replace, and maintain end-user hardware and software.
• Support user account administration, access management, onboarding, and offboarding activities.
• Provide deskside, onsite, and occasional offsite technical support for business meetings, presentations, events, and temporary technical environments.
• Support conference room technology, audiovisual (AV) equipment, and video conferencing platforms.
• Perform basic network troubleshooting involving Wi‑Fi, VPN, DNS, LAN, and WAN connectivity.
• Collaborate with infrastructure, networking, applications, and other IT teams to resolve escalated technical issues.
• Provide user training and guidance for business applications, Microsoft 365, and workplace technology.
• Maintain accurate technical documentation and follow established IT procedures, service standards, and support workflows.
• Work onsite Monday through Friday, 9:30 AM–6:30 PM ET, with flexibility for occasional overtime or adjusted schedules based on business needs.
• Lift and move technology equipment weighing up to 25 pounds as needed.

Core Qualifications & Requirements

• 2+ years of experience in Desktop Support, End User Support, IT Support, or Service Desk environments.
• Approximately 4–5 years of overall PC hardware and software experience.
• Strong troubleshooting skills with Windows operating systems and Microsoft 365 applications.
• Experience supporting desktops, laptops, mobile devices, printers, peripherals, and common business applications.
• Familiarity with IT service management and ticketing platforms such as ServiceNow.
• Working knowledge of basic networking concepts, including LAN/WAN, VPN, Wi‑Fi, and DNS.
• Strong customer service orientation with the ability to support demanding or high‑level business users.
• Excellent communication, collaboration, organization, and problem‑solving skills.
• Ability to independently prioritize and resolve multiple technical issues in a fast‑paced, team‑oriented environment.
• Proactive, dependable, professional, and willing to take initiative.
• Ability to provide onsite and occasional offsite support and work overtime as needed.

Nice‑to‑Have Qualifications

• Experience supporting users in a law firm, financial services, consulting, or other professional services environment.
• Experience supporting macOS devices.
• Familiarity with conference room AV technology and video conferencing systems.
• Exposure to network equipment, including routers, switches, and basic server infrastructure.
• Experience providing white‑glove or VIP technical support.
• Experience supporting offsite meetings, events, or temporary technical environments.
• Previous retail experience combined with IT support experience.

Core Technical Skills

• Operating Systems: Windows, macOS
• Productivity Applications: Microsoft 365, business applications
• Hardware and Devices: Desktops, laptops, mobile devices, printers, peripherals, PC hardware
• ITSM and Workflows: ServiceNow, incident management, service requests, ticketing systems, user access, onboarding/offboarding
• Networking: LAN/WAN, VPN, Wi‑Fi, DNS, routers, switches

Build broad, high‑visibility IT experience by supporting business‑critical technology, senior users, workplace systems, and cross‑functional infrastructure initiatives.

Compensation and Benefits

• Base salary: $76,000–$106,000, depending on experience and qualifications.
• Retirement savings options.
• Paid time off and holidays.
• Full‑time, permanent, non‑exempt position with a 40‑hour workweek.