Help Desk Specialist

The Phoenix Group; New York (NY); On-site; USD 63,000 - 99,000; Full time

Job summary

The Phoenix Group is seeking a customer-focused Support Center Analyst to deliver firmwide Tier 1 technical support in a multi-office environment. You will handle incidents via phone, email, and remote tools, resolving hardware, software, and access issues with a focus on rapid response.

Responsibilities include onboarding/offboarding, account administration, and collaboration with Tier 2/3 teams. Candidates should have strong troubleshooting, customer service, and communication skills, with

Qualifications

• High school diploma or GED or equivalent required.
• Experience with Windows 11 Enterprise and Microsoft 365 applications.
• Experience using ServiceNow or similar IT ticketing system.
• Familiarity with AD, Entra ID, Azure AD, MFA, and user account administration.
• Knowledge of VPN, RDP, AVD, wireless networking, and mobile devices.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to resolve common issues.
• Excellent customer service and communication skills, including explaining technical concepts to non-technical users.
• Ability to collaborate with IT teams and handle rotating after-hours/on-call schedule.

Responsibilities

• Provide Tier 1 help desk and service desk support via phone, email, chat, and remote tools.
• Troubleshoot Windows 11, Microsoft 365, desktop hardware/software, printing, and connectivity issues.
• Log, categorize, prioritize, document, and manage incidents in ServiceNow, aiming for rapid resolution.
• Support onboarding/offboarding, access changes, and lifecycle activities for users.
• Administer user accounts and permissions using AD, Azure AD, Entra ID, and ADUC.
• Assist with Intune, MECM, MFA, and mobile device management.
• Troubleshoot remote access (VPN, RDP, AVD) and mobile connectivity issues.
• Manage Exchange distribution lists and assist with email administration.
• Monitor email security and cybersecurity alerts using Mimecast and monitoring tools.
• Collaborate with Tier 2/3, system admins, and cybersecurity teams; participate in QA and improvements.
• Maintain accurate ticket notes, procedures, and knowledge base articles.
• Rotating after-hours and weekend on-call coverage.

Skills

Windows 11

Microsoft 365

ServiceNow

Active Directory

Azure AD

MFA

Intune

MECM

VPN

RDP

Email security

Mimecast

PowerShell

Troubleshooting

Customer service

Communication

Education

High school diploma or GED

Associate’s degree (nice to have)

Tools

ADUC

Mimecast

LogRhythm

MECM

Intune

Azure AD

ServiceNow

Job description

A nationally recognized professional services organization is seeking a customer-focused Support Center Analyst to deliver firmwide Tier 1 technical support across a sophisticated, multi-office enterprise environment.

Role Overview

The Support Center Analyst owns first-line support for attorneys, professionals, and corporate users, resolving hardware, software, application, account, and connectivity issues through phone, email, and remote support channels. This role combines technical troubleshooting, service management, user administration, documentation, and cross-functional collaboration while delivering responsive, high-quality support in a fast-paced environment.

Key Responsibilities

• Provide Tier 1 help desk and service desk support through phone, email, chat, and remote support tools.
• Troubleshoot and resolve Windows 11 Enterprise, Microsoft 365, desktop hardware, software applications, printing, and connectivity issues.
• Log, categorize, prioritize, document, and manage incidents and service requests in ServiceNow or a similar IT service management platform, targeting resolution within 15 minutes when possible.
• Support user onboarding, offboarding, account transfers, access changes, and employee lifecycle activities.
• Administer user accounts, groups, permissions, and password-related requests using Active Directory, Azure Active Directory, Microsoft Entra ID, and Active Directory Users and Computers (ADUC).
• Assist with Microsoft Intune, Microsoft Endpoint Configuration Manager (MECM), multi-factor authentication (MFA), and mobile device administration.
• Troubleshoot remote access and connectivity issues involving virtual private networks (VPN), Remote Desktop Protocol (RDP), Azure Virtual Desktop (AVD), wireless networks, and mobile devices.
• Manage Microsoft Exchange distribution lists and provide assistance with email administration.
• Support email security and spam management using Mimecast.
• Monitor cybersecurity alerts through enterprise security monitoring and event management tools.
• Maintain accurate ticket notes, technical procedures, troubleshooting guides, and knowledge base articles.
• Collaborate with Tier 2 and Tier 3 support teams, system administrators, cybersecurity teams, and other IT groups to resolve escalated issues.
• Participate in infrastructure testing, quality assurance, technology projects, service improvements, and support process optimization.
• Assist with technical reporting, system notifications, planned maintenance communications, and service updates.
• Participate in a rotating after-hours and weekend on-call schedule.

Core Qualifications & Requirements

• High school diploma or GED required.
• Strong working knowledge of Windows 11 Enterprise and Microsoft 365 applications.
• Experience using ServiceNow or a comparable IT ticketing, incident management, or service management system.
• Familiarity with Active Directory, Microsoft Entra ID, Azure AD, MFA, Intune, and user account administration.
• Knowledge of remote access and connectivity technologies, including VPN, RDP, AVD, wireless networking, and mobile devices.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to independently resolve common technical issues.
• Excellent customer service and communication skills, including the ability to explain technical concepts to non-technical users.
• Strong organizational skills with the ability to manage multiple incidents and service requests in a high-volume, fast-paced environment.
• Ability to collaborate effectively with IT teams and escalate complex issues appropriately.
• Flexibility to participate in rotating after-hours and weekend on-call coverage.

Nice-to-Have Qualifications

• Associate’s degree in Computer Information Systems, Computer Science, or a related discipline.
• Experience supporting attorneys, executives, or professional users in a law firm or professional services environment.
• Experience with PowerShell scripting, automation, or basic systems administration.
• Familiarity with legal applications and document management systems.
• Experience with Microsoft Exchange administration and distribution lists.
• Knowledge of Mimecast, LogRhythm, or similar email security, cybersecurity monitoring, and event management platforms.
• Exposure to MECM, Microsoft Intune, and enterprise endpoint management.
• Experience supporting users across multiple offices, geographic regions, or time zones.

Core Technical Skills

• Productivity & Collaboration: Microsoft 365, Microsoft Exchange, email administration
• Identity & Access: Active Directory, ADUC, Azure AD, Microsoft Entra ID, user accounts, permissions, MFA
• Security & Monitoring: Mimecast, LogRhythm, email security, spam management, cybersecurity alerts
• Scripting & Administration: PowerShell, basic systems administration, knowledge base documentation

Build broad enterprise IT expertise while supporting a sophisticated professional services environment and gaining hands‑on exposure to Microsoft technologies, cybersecurity, endpoint management, and advanced technical support teams.

Compensation and Benefits

• Base salary range: $63,000–$99,000, depending on assigned office location.
• Potential discretionary bonus and applicable overtime.
• Comprehensive medical, dental, vision, life, and disability insurance.
• Retirement benefits, including employer profit-sharing contributions.
• Paid time off, holidays, and parental leave.
• Professional development and continuing education reimbursement.
• Employee wellness programs and family support benefits.

Bring your technical troubleshooting skills and customer-focused approach to a high-impact Support Center Analyst opportunity supporting users across a leading professional services organization.

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.