Information Technology Support Specialist

The Phoenix Group®; New York (NY); On-site; USD 65,000 - 95,000; Full time

Job summary

The Phoenix Group® is seeking an IT Support Specialist / Desktop Support Technician to deliver Tier 2 technical support for Windows workstations, laptops, mobile devices, and enterprise apps in a fast-paced corporate environment. You will troubleshoot Microsoft 365, Exchange Online, Teams, OneDrive, and administer Entra ID and Exchange Online permissions and mailboxes.

You will manage devices via Intune, handle onboarding and offboarding, leverage PowerShell for automation, and provide

Qualifications

• Hands-on Tier 2 desktop or IT support in an enterprise environment.
• Experience administering Microsoft 365 and Exchange Online.
• Strong Intune experience with endpoint management, enrollment, and policies.
• Experience with Entra ID including MFA and access troubleshooting.
• Onboarding/offboarding including provisioning and deprovisioning.
• PowerShell scripting for automation and admin tasks.
• Strong Windows 10/11 troubleshooting and endpoint support.
• Familiarity with IT ticketing systems (ServiceNow/Jira).
• Excellent communication and problem-solving skills.

Responsibilities

• Provide Tier 2 support for Windows workstations, laptops, and mobile devices.
• Troubleshoot Microsoft 365 issues across Outlook, Exchange Online, Teams, OneDrive.
• Administer Entra ID and Exchange Online: permissions, mailboxes, groups.
• Manage devices via Microsoft Intune including enrollment and compliance.
• Resolve Intune enrollment and app deployment issues.
• Support onboarding/offboarding, provisioning, and permissions.
• Use PowerShell to automate user administration and maintenance tasks.
• Install and image Windows PCs; troubleshoot hardware and connectivity.
• Support Google Workspace and other apps as needed.
• Provide in-room and virtual meeting support for Teams/Zoom and AV gear.
• Maintain ticketing records and follow up on requests.
• Collaborate with infrastructure, security, and other IT teams on escalations.
• Deliver responsive, customer-focused IT support in a fast-paced env.

Skills

Tier 2 support

Windows desktop

Microsoft 365

Intune management

Entra ID

Exchange Online

PowerShell

Onboarding/offboarding

Strong communication

Tools

ServiceNow

Jira

Office 365 Admin Center

Microsoft Intune

PowerShell

Job description

IT Support Specialist / Desktop Support Technician

Responsibilities

• Provide hands-on Tier 2 technical support for Windows workstations, laptops, mobile devices, printers, phones, and enterprise applications
• Troubleshoot Microsoft 365 issues across Outlook, Exchange Online, Teams, OneDrive, and Office applications
• Administer and troubleshoot Microsoft Entra ID, including user accounts, groups, permissions, MFA, and access-related issues
• Administer Exchange Online, including user and shared mailboxes, permissions, distribution groups, and email-related troubleshooting
• Manage Windows, iOS, and Android devices through Microsoft Intune, including enrollment, configuration and compliance policies, application deployment, device assignments, and troubleshooting
• Troubleshoot Intune enrollment, compliance, application deployment, and device-management issues through resolution
• Support the full employee onboarding and offboarding lifecycle, including account provisioning and deprovisioning, licensing, permissions, group membership, access changes, and device setup
• Utilize PowerShell scripting to automate user administration, system maintenance, and other repetitive IT tasks
• Install, configure, image, deploy, and maintain Windows PCs, laptops, and mobile devices
• Troubleshoot hardware, software, endpoint, identity, authentication, access, and connectivity issues
• Support Google Workspace and other enterprise applications as needed
• Provide in-room and virtual meeting support for Microsoft Teams, Zoom, and A/V equipment
• Manage support requests through an IT ticketing system, maintaining accurate documentation and timely follow-up
• Take ownership of technical issues through resolution, collaborating with infrastructure, security, and other IT teams when escalation is required
• Provide responsive, customer-focused support to end users in a fast-paced environment

Requirements

• Strong hands-on Tier 2 desktop or IT support experience in an enterprise environment
• Hands-on experience administering and troubleshooting Microsoft 365 and Exchange Online
• Strong Microsoft Intune experience, including endpoint management, enrollment, policies, compliance, application deployment, and troubleshooting
• Hands-on Microsoft Entra ID experience, including users, groups, permissions, MFA, and identity/access troubleshooting
• Experience managing onboarding and offboarding, including account provisioning and deprovisioning
• PowerShell scripting experience for automation and administrative support
• Strong Windows 10/11 troubleshooting and endpoint support experience
• Experience with Office 365 Admin Center and Microsoft cloud administration tools
• Experience working within an IT ticketing system such as ServiceNow, Jira, or a similar platform
• Strong communication, customer service, and problem-solving skills
• Ability to independently troubleshoot technical issues while knowing when deeper infrastructure or security escalation is appropriate
• Ability to lift up to 30 lbs