Information Technology Support Specialist

The Phoenix Group; Washington (District of Columbia, MD); Sur place; USD 76 000 - 106 000; Plein temps

Avantages offerts par ce poste

Retirement savings options

Paid time off and holidays

Equal employment opportunity

Résumé du poste

The Phoenix Group in Washington, DC seeks a Level 2 Desktop Support Technician to provide hands-on support for desktops, laptops, operating systems, applications, and peripheral devices. You will troubleshoot Windows environments, Microsoft 365, mobile devices, printers, and other end-user technologies.

You will manage incidents in the IT ticketing system, assist with onboarding/offboarding, support conference room AV, and collaborate with infrastructure, networking, and applications teams to

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 knowledge.
• Strong troubleshooting experience with Windows operating systems and Microsoft 365.
• Experience supporting laptops, desktops, mobile devices, printers, and common business applications.
• Familiarity with IT service management tools such as ServiceNow.
• Working knowledge of basic networking concepts, including LAN/WAN, VPN, Wi‑Fi, and DNS.
• Strong customer service skills and ability to support demanding, high-level business users.
• Excellent communication, organization, and problem-solving abilities.
• Ability to independently prioritize and resolve multiple technical issues.

Responsabilités

• Provide Level 2 technical support for desktops, laptops, operating systems, applications, and peripheral devices.
• Troubleshoot Windows-based environments, Microsoft 365 applications, mobile devices, printers, and other end-user technologies.
• Diagnose and resolve hardware, software, connectivity, and application-related issues.
• Manage, prioritize, document, and resolve incidents and service requests through an IT ticketing system.
• Assist with user account administration, access management, and onboarding/offboarding activities.
• Support conference room technology, audiovisual equipment, and video conferencing platforms.
• Configure, deploy, upgrade, and replace end-user hardware and software.
• Provide technical support for business meetings, presentations, and occasional offsite events.
• Collaborate with infrastructure, networking, applications, and other IT teams to resolve escalated issues.
• Assist with basic network troubleshooting involving Wi‑Fi, VPN, DNS, and LAN/WAN connectivity.
• Provide end-user training and guidance on business applications and technology.
• Maintain accurate documentation and follow established IT procedures and service standards.

Connaissances

Desktop Support

End User Support

Microsoft Windows

Microsoft 365

IT Service Management

Basic Networking

Customer Service

Communication

Prioritization

Problem Solving

Outils

ServiceNow

Description du poste

• Provide Level 2 technical support for desktops, laptops, operating systems, applications, and peripheral devices.
• Troubleshoot Windows-based environments, Microsoft 365 applications, mobile devices, printers, and other end-user technologies.
• Diagnose and resolve hardware, software, connectivity, and application-related issues.
• Manage, prioritize, document, and resolve incidents and service requests through an IT ticketing system.
• Assist with user account administration, access management, and onboarding/offboarding activities.
• Support conference room technology, audiovisual equipment, and video conferencing platforms.
• Configure, deploy, upgrade, and replace end-user hardware and software.
• Provide technical support for business meetings, presentations, and occasional offsite events.
• Collaborate with infrastructure, networking, applications, and other IT teams to resolve escalated issues.
• Assist with basic network troubleshooting involving Wi‑Fi, VPN, DNS, and LAN/WAN connectivity.
• Provide end-user training and guidance on business applications and technology.
• Maintain accurate documentation and follow established IT procedures and service standards.

Required 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 knowledge.
• Strong troubleshooting experience with Windows operating systems and Microsoft 365.
• Experience supporting laptops, desktops, mobile devices, printers, and common business applications.
• Familiarity with IT service management tools such as ServiceNow.
• Working knowledge of basic networking concepts, including LAN/WAN, VPN, Wi‑Fi, and DNS.
• Strong customer service skills and ability to support demanding, high-level business users.
• Excellent communication, organization, and problem-solving abilities.
• Ability to independently prioritize and resolve multiple technical issues.
• Professional, dependable, and comfortable working in a fast-paced environment.

Preferred Qualifications

• Previous 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.

Additional Requirements

• Flexibility to work occasional overtime or adjusted schedules based on business needs.
• Ability to provide onsite and occasional offsite technical support.
• Ability to lift equipment weighing up to 25 lbs.
• Base salary: $76,000–$106,000, depending on experience and qualifications.
• Retirement savings options.
• Paid time off and holidays.

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.