Support Center Analyst — Tier-1 IT Help Desk Pro

The Phoenix Group; New York (NY); On-site; USD 63,000 - 99,000; Full time

Job summary

The Phoenix Group is seeking a customer-focused Support Center Analyst to deliver firmwide Tier 1 technical support in a multi-office environment. You will handle incidents via phone, email, and remote tools, resolving hardware, software, and access issues with a focus on rapid response.

Responsibilities include onboarding/offboarding, account administration, and collaboration with Tier 2/3 teams. Candidates should have strong troubleshooting, customer service, and communication skills, with

Qualifications

• High school diploma or GED or equivalent required.
• Experience with Windows 11 Enterprise and Microsoft 365 applications.
• Experience using ServiceNow or similar IT ticketing system.
• Familiarity with AD, Entra ID, Azure AD, MFA, and user account administration.
• Knowledge of VPN, RDP, AVD, wireless networking, and mobile devices.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to resolve common issues.
• Excellent customer service and communication skills, including explaining technical concepts to non-technical users.
• Ability to collaborate with IT teams and handle rotating after-hours/on-call schedule.

Responsibilities

• Provide Tier 1 help desk and service desk support via phone, email, chat, and remote tools.
• Troubleshoot Windows 11, Microsoft 365, desktop hardware/software, printing, and connectivity issues.
• Log, categorize, prioritize, document, and manage incidents in ServiceNow, aiming for rapid resolution.
• Support onboarding/offboarding, access changes, and lifecycle activities for users.
• Administer user accounts and permissions using AD, Azure AD, Entra ID, and ADUC.
• Assist with Intune, MECM, MFA, and mobile device management.
• Troubleshoot remote access (VPN, RDP, AVD) and mobile connectivity issues.
• Manage Exchange distribution lists and assist with email administration.
• Monitor email security and cybersecurity alerts using Mimecast and monitoring tools.
• Collaborate with Tier 2/3, system admins, and cybersecurity teams; participate in QA and improvements.
• Maintain accurate ticket notes, procedures, and knowledge base articles.
• Rotating after-hours and weekend on-call coverage.

Skills

Windows 11

Microsoft 365

ServiceNow

Active Directory

Azure AD

MFA

Intune

MECM

VPN

RDP

Email security

Mimecast

PowerShell

Troubleshooting

Customer service

Communication

Education

High school diploma or GED

Associate’s degree (nice to have)

Tools

ADUC

Mimecast

LogRhythm

MECM

Intune

Azure AD

ServiceNow

Job description

The Phoenix Group is seeking a customer-focused Support Center Analyst to deliver firmwide Tier 1 technical support in a multi-office environment. You will handle incidents via phone, email, and remote tools, resolving hardware, software, and access issues with a focus on rapid response.

Responsibilities include onboarding/offboarding, account administration, and collaboration with Tier 2/3 teams. Candidates should have strong troubleshooting, customer service, and communication skills, with