Tier 1 IT Support Center Analyst (Windows 11 & 365)

The Phoenix Group; New York (NY); Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

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.

Qualifications

• High school diploma or GED required.
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Responsabilités

• 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.

Connaissances

Troubleshooting

Customer service

Communication

Documentation

Collaboration

Time management

Formation

High school diploma or GED

Associate’s degree in Computer Information Systems

Outils

ServiceNow

Active Directory

Azure Active Directory

Microsoft Entra ID

Intune

MECM

MFA

VPN

RDP

AVD

Mimecast

LogRhythm

Exchange Admin

ADUC

PowerShell

Description du poste

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.