Help Desk Specialist

The Phoenix Group

About the Role

A customer-focused Support Center Analyst is sought to deliver firmwide Tier 1 technical support across a sophisticated, multi-office enterprise environment. This role 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. The position 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.

Requirements & Tech Stack

• Operating Systems: Windows 11 Enterprise, desktop troubleshooting
• Productivity & Collaboration: Microsoft 365, Microsoft Exchange, email administration
• Identity & Access: Active Directory, ADUC, Azure AD, Microsoft Entra ID, user accounts, permissions, MFA
• Endpoint & Device Management: Microsoft Intune, MECM, mobile device administration
• Remote Connectivity: VPN, RDP, Azure Virtual Desktop (AVD), wireless networking
• IT Service Management: ServiceNow, ITSM, incident management, service requests, ticket documentation
• Security & Monitoring: Mimecast, email security, spam management, cybersecurity alerts
• Scripting & Administration: PowerShell, basic systems administration, knowledge base documentation

Qualifications

• High school diploma or GED required.
• Experience providing Tier 1 help desk, service desk, desktop support, or end-user technical support in a professional or enterprise environment.
• 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 escalate 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.
• Relevant IT certifications.
• 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.