IT Support Specialist — Windows, 365 & AV Expert

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

Benefits offered by this job

Retirement savings options

Paid time off and holidays

Equal employment opportunity

Job summary

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.

Responsibilities

• 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.

Skills

Desktop Support

End User Support

Microsoft Windows

Microsoft 365

IT Service Management

Basic Networking

Customer Service

Communication

Prioritization

Problem Solving

Tools

ServiceNow

Job description

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