Support Center Analyst

The Phoenix Group; New York (NY); Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

The Phoenix Group is seeking a Support Center Analyst to provide first-line technical assistance for attorneys, professionals, and corporate users. You will diagnose and resolve issues across Windows 11, Microsoft 365, and connectivity, while logging activity in ServiceNow and guiding users through solutions.

You’ll manage onboarding/offboarding, access changes, and password requests, plus administer accounts via AD/Azure AD/Microsoft Entra ID.

Formación

• High school diploma or GED required.
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Responsabilidades

• Provide Tier 1 help desk and service desk support via phone, email, chat, and remote tools.
• Troubleshoot Windows 11 Enterprise, Microsoft 365, desktop hardware, and software issues.
• Log, categorize, prioritize, and manage incidents in ServiceNow or similar ITSM system.
• Assist with user onboarding, offboarding, and access changes.
• Administer user accounts and permissions using AD/Azure AD/Microsoft Entra ID.
• Support Intune, MECM, MFA, and mobile device management.
• Troubleshoot VPN, RDP, AVD, wireless networks, and mobile connectivity.
• Assist with email administration and Exchange distribution lists.
• Monitor email security with Mimecast and handle cybersecurity alerts.
• Document procedures, maintain knowledge bases, and share with teams.
• Collaborate with Tier 2/3, security, and infrastructure teams to resolve issues.
• Participate in testing, QA, and service improvements; handle maintenance communications.
• Rotate on-call schedule including after-hours and weekends.

Conocimientos

Troubleshooting

Customer service

Communication

Documentation

Collaboration

Time management

Educación

High school diploma or GED

Associate’s degree in Computer Information Systems

Herramientas

ServiceNow

Active Directory

Azure Active Directory

Microsoft Entra ID

Intune

MECM

MFA

VPN

RDP

AVD

Mimecast

LogRhythm

Exchange Admin

ADUC

PowerShell

Descripción del empleo

The Support Center Analyst owns first-line support for attorneys, professionals, and corporate users, resolving hardware, software, application, account, and connectivity issues through phone, email, and remote support channels. This role combines technical troubleshooting, service management, user administration, documentation, and cross-functional collaboration while delivering responsive, high-quality support in a fast-paced environment.

Key Responsibilities

• Provide Tier 1 help desk and service desk support through phone, email, chat, and remote support tools.
• Troubleshoot and resolve Windows 11 Enterprise, Microsoft 365, desktop hardware, software applications, printing, and connectivity issues.
• Log, categorize, prioritize, document, and manage incidents and service requests in ServiceNow or a similar IT service management platform, targeting resolution within 15 minutes when possible.
• Support user onboarding, offboarding, account transfers, access changes, and employee lifecycle activities.
• Administer user accounts, groups, permissions, and password-related requests using Active Directory, Azure Active Directory, Microsoft Entra ID, and Active Directory Users and Computers (ADUC).
• Assist with Microsoft Intune, Microsoft Endpoint Configuration Manager (MECM), multi-factor authentication (MFA), and mobile device administration.
• Troubleshoot remote access and connectivity issues involving virtual private networks (VPN), Remote Desktop Protocol (RDP), Azure Virtual Desktop (AVD), wireless networks, and mobile devices.
• Manage Microsoft Exchange distribution lists and provide assistance with email administration.
• Support email security and spam management using Mimecast.
• Monitor cybersecurity alerts through enterprise security monitoring and event management tools.
• Maintain accurate ticket notes, technical procedures, troubleshooting guides, and knowledge base articles.
• Collaborate with Tier 2 and Tier 3 support teams, system administrators, cybersecurity teams, and other IT groups to resolve escalated issues.
• Participate in infrastructure testing, quality assurance, technology projects, service improvements, and support process optimization.
• Assist with technical reporting, system notifications, planned maintenance communications, and service updates.
• Participate in a rotating after-hours and weekend on-call schedule.

Core Qualifications & Requirements

• High school diploma or GED required.
• Strong working knowledge of Windows 11 Enterprise and Microsoft 365 applications.
• Experience using ServiceNow or a comparable IT ticketing, incident management, or service management system.
• Familiarity with Active Directory, Microsoft Entra ID, Azure AD, MFA, Intune, and user account administration.
• Knowledge of remote access and connectivity technologies, including VPN, RDP, AVD, wireless networking, and mobile devices.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to independently resolve common technical issues.
• Excellent customer service and communication skills, including the ability to explain technical concepts to non-technical users.
• Strong organizational skills with the ability to manage multiple incidents and service requests in a high-volume, fast-paced environment.
• Ability to collaborate effectively with IT teams and elevate complex issues appropriately.
• Flexibility to participate in rotating after-hours and weekend on-call coverage.

Nice-to-Have Qualifications

• Associate’s degree in Computer Information Systems, Computer Science, or a related discipline.
• Experience supporting attorneys, executives, or professional users in a law firm or professional services environment.
• Experience with PowerShell scripting, automation, or basic systems administration.
• Familiarity with legal applications and document management systems.
• Experience with Microsoft Exchange administration and distribution lists.
• Knowledge of Mimecast, LogRhythm, or similar email security, cybersecurity monitoring, and event management platforms.
• Exposure to MECM, Microsoft Intune, and enterprise endpoint management.
• Experience supporting users across multiple offices, geographic regions, or time zones.

Core Technical Skills

• Productivity & Collaboration: Microsoft 365, Microsoft Exchange, email administration
• Identity & Access: Active Directory, ADUC, Azure AD, Microsoft Entra ID, user accounts, permissions, MFA
• Security & Monitoring: Mimecast, LogRhythm, email security, spam management, cybersecurity alerts
• Scripting & Administration: PowerShell, basic systems administration, knowledge base documentation

Build broad enterprise IT expertise while supporting a sophisticated professional services environment and gaining hands-on exposure to Microsoft technologies, cybersecurity, endpoint management, and advanced technical support teams.