Onsite End User Support Specialist (Level 2)

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

Benefits offered by this job

Retirement savings options

Paid time off and holidays

Job summary

The Phoenix Group is seeking an End User Support Analyst to own Level 2 desktop and end-user support, troubleshooting hardware, software, operating systems, applications, connectivity, and peripherals. This on-site, full-time role supports business-critical technology, user onboarding, equipment deployments, meetings, and escalated issues while delivering dependable customer service to business users.

Key responsibilities include providing Level 2 desktop support, troubleshooting across devices

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 experience.
• Strong troubleshooting skills with Windows operating systems and Microsoft 365 applications.
• Experience supporting desktops, laptops, mobile devices, printers, peripherals, and common business applications.

Responsibilities

• Provide Level 2 Desktop Support, End User Support, IT Support, and Service Desk assistance for Windows desktops, laptops, OS, applications, and peripherals.
• Troubleshoot Microsoft 365, mobile devices, printers, business applications, hardware, software, connectivity, and user access issues.
• Diagnose, prioritize, document, and resolve incidents and service requests through an ITSM ticketing system.
• Configure, deploy, upgrade, replace, and maintain end-user hardware and software.

Skills

Customer service

Troubleshooting

Communication

Team collaboration

Tools

ServiceNow

Windows OS

Microsoft 365

Job description

The Phoenix Group is seeking an End User Support Analyst to own Level 2 desktop and end-user support, troubleshooting hardware, software, operating systems, applications, connectivity, and peripherals. This on-site, full-time role supports business-critical technology, user onboarding, equipment deployments, meetings, and escalated issues while delivering dependable customer service to business users.

Key responsibilities include providing Level 2 desktop support, troubleshooting across devices