Senior IT Support Analyst

The Phoenix Group; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

The Phoenix Group is seeking an experienced IT support specialist to deliver high-touch, executive-level assistance in New York. You will own Apple iOS device provisioning, troubleshooting, and MDM management, ensuring rapid incident resolution and minimal downtime.

You will support Outlook, Teams, OneNote, Office apps, Zoom, and other enterprise tools, and work onsite 9 am–5 pm with occasional after-hours travel.

Qualifications

• 3+ years of IT support for senior/executive teams.
• Proven expertise supporting Apple iOS devices in enterprise settings.
• Advanced proficiency with Microsoft 365 apps (Outlook, Teams, OneNote).
• Strong incident management and communication skills.
• Ability to work onsite 9-5 with after-hours travel as needed.

Responsibilities

• Deliver high-touch, white-glove IT support tailored to senior executives and executive assistants.
• Support, configure, and troubleshoot Apple iOS devices (iPhone, iPad), including provisioning and MDM management.
• Support enterprise productivity apps including Outlook, Teams, Office apps, Zoom, Diligent, and iOS Mail.
• Device provisioning, software installations, firmware updates, patch management, and system configuration.
• Collaborate with executive assistants to triage IT requests and coordinate scheduling.
• Provide onsite support during core hours (9 am–5 pm), with flexibility for after-hours or travel support as needed.
• Escalate complex issues to Tier 2/3 while maintaining ownership and providing status updates.
• Maintain detailed documentation of configurations and issues for continuity.
• Stay current with updates and best practices related to iOS, Windows 11, collaboration tools, and security.
• Operate with discretion, maintaining confidentiality around executive information.

Skills

Executive IT support

Apple iOS

MDM Intune

Outlook/Office 365

Windows 11

Incident management

Communication skills

Hybrid/onsite support

Tools

Microsoft Intune

Office 365

Job description

• Deliver high-touch, white-glove IT support tailored to senior executives and executive assistants, ensuring rapid incident resolution and proactive issue prevention.
• Support, configure, and troubleshoot Apple iOS devices (iPhone, iPad), including device setup, synchronization, software updates, OS upgrades, and management via Mobile Device Management (MDM) tools such as Microsoft Intune (preferred).
• Support enterprise productivity and collaboration applications, including Microsoft Outlook (expert-level), Teams, OneNote, Office apps, Zoom, Diligent, PDF Expert, and iOS Mail.
• Perform device provisioning, software installation, firmware updates, patch management, and system configuration to enhance device reliability and security.
• Collaborate with executive assistants and administrative staff to triage IT requests, coordinate scheduling, and resolve issues swiftly, ensuring the executive workflow remains uninterrupted.
• Provide onsite support during working hours (9 am–5 pm), with flexibility for after-hours or travel support as needed, including availability when executives are present.
• Escalate complex technical issues to internal Tier 2/3 IT teams while maintaining ownership of incidents, managing expectations, and providing regular status updates to senior leadership.
• Maintain detailed documentation of device configurations, troubleshooting steps, known issues, and preferences to optimize resolution times and support continuity.
• Stay current with updates and best practices related to Apple iOS, Windows 11, enterprise collaboration tools, and security protocols to recommend improvements.
• Operate with discretion, maintaining strict confidentiality around sensitive executive information and communications.

Core Qualifications & Requirements

• 3+ years of IT support experience in a high-demand environment supporting senior/executive leadership (white-glove service experience preferred).
• Proven expertise supporting Apple iOS devices (iPhone, iPad) within enterprise settings, including device provisioning, management, and troubleshooting.
• Advanced proficiency with Microsoft Outlook, O365/M365 suite (including Teams, OneNote), Windows 11, and collaboration tools like Zoom and Diligent.
• Strong diagnostic and incident management skills with the ability to resolve issues swiftly and effectively.
• Excellent communication, professionalism, and ability to manage confidential information with discretion.
• Flexibility to support after-hours and travel support, with onsite presence required during core hours.
• Experience supporting hybrid work environments, securing enterprise devices, and implementing MDM policies (preferably Microsoft Intune).