IT Support Analyst

The Phoenix Group; Washington (District of Columbia); On-site; USD 70,000 - 80,000; Full time

Job summary

A professional services organization in Washington, DC, is seeking an IT Support Analyst to provide technical support to approximately 1,500 users across various locations. Key responsibilities include resolving support requests, maintaining end-user hardware, and assisting with meeting technologies. Candidates should have at least 5 years of IT support experience and a Bachelor's degree in a related field. The position offers a salary range of $70,000-$80,000, plus bonuses.

Qualifications

• Minimum 5 years in an IT support or desktop support role.
• Proficient in managing hardware including Windows laptops, MacBooks, iOS, and Android devices.
• Hands-on experience with cloud-based productivity tools such as Microsoft 365, Azure AD, SharePoint, Box, Teams, and Slack.
• Solid knowledge of Windows OS (10/11), macOS, Active Directory, and Adobe Creative Suite.
• Familiarity with IT service management systems like ServiceNow, FreshService, or BMC Helix.
• Understanding of basic networking concepts and troubleshooting.
• Excellent verbal and written communication skills.
• Comfortable handling sensitive information with discretion.
• Strong organizational skills and ability to follow standard procedures.
• Experience with endpoint management platforms (Jamf, Intune) is a plus.
• Bachelor’s degree in a related field (IT, Computer Science, etc.) preferred.
• Relevant technical certifications are advantageous.

Responsibilities

• Act as the first and second line of IT support for users across office locations and remote setups.
• Provide timely resolution of incoming support requests via phone, email, or in person.
• Support and maintain end-user hardware such as laptops, desktops, printers, and mobile devices.
• Assist with meeting room technologies and video conferencing tools like Microsoft Teams and Zoom.
• Ensure accurate tracking and closure of support tickets through ITSM platforms.
• Oversee inventory of IT assets, including device provisioning and lifecycle management.
• Monitor system alerts, enforce IT policies, and report any security concerns.
• Collaborate with internal IT and business teams to understand support needs and offer solutions.
• Expected to be in the local office at least 3 days a week.
• Occasional short-term travel may be required (less than 10%).

Job description

The Phoenix Group provided pay range

This range is provided by The Phoenix Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$70,000.00/yr - $80,000.00/yr

Position Overview

As an IT Support Analyst, you will be part of a global team responsible for delivering technical support to approximately 1,500 users across 20+ international offices. This role requires a strong customer service mindset, technical troubleshooting expertise, and the ability to work efficiently both independently and as part of a global support network.

Key Responsibilities

• Act as the first and second line of IT support for users across office locations and remote setups.
• Provide timely resolution of incoming support requests via phone, email, or in person.
• Support and maintain end-user hardware such as laptops, desktops, printers, and mobile devices.
• Assist with meeting room technologies and video conferencing tools like Microsoft Teams and Zoom.
• Ensure accurate tracking and closure of support tickets through ITSM platforms.
• Oversee inventory of IT assets, including device provisioning and lifecycle management.
• Monitor system alerts, enforce IT policies, and report any security concerns.
• Collaborate with internal IT and business teams to understand support needs and offer solutions.
• Expected to be in the local office at least 3 days a week.
• Occasional short-term travel may be required (less than 10%).

Required Skills & Experience:

• Minimum 5 years in an IT support or desktop support role.
• Proficient in managing hardware including Windows laptops, MacBooks, iOS, and Android devices.
• Hands-on experience with cloud-based productivity tools such as Microsoft 365, Azure AD, SharePoint, Box, Teams, and Slack.
• Solid knowledge of Windows OS (10/11), macOS, Active Directory, and Adobe Creative Suite.
• Familiarity with IT service management systems like ServiceNow, FreshService, or BMC Helix.
• Understanding of basic networking concepts and troubleshooting.
• Excellent verbal and written communication skills.
• Comfortable handling sensitive information with discretion.
• Strong organizational skills and ability to follow standard procedures.
• Experience with endpoint management platforms (Jamf, Intune) is a plus.
• Bachelor’s degree in a related field (IT, Computer Science, etc.) preferred.
• Relevant technical certifications are advantageous.

Salary Range - $70,000-$80,000 base (Bonus eligible up to 10%)

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology

Industries

• Professional Services