Position Overview

As an IT Support Analyst, you will be part of a global team responsible for delivering technical support to approximately 1,500 users across 20+ international offices. This role requires a strong customer service mindset, technical troubleshooting expertise, and the ability to work efficiently both independently and as part of a global support network.

Key Responsibilities

Act as the first and second line of IT support for users across office locations and remote setups.
Provide timely resolution of incoming support requests via phone, email, or in person.
Support and maintain end-user hardware such as laptops, desktops, printers, and mobile devices.
Assist with meeting room technologies and video conferencing tools like Microsoft Teams and Zoom.
Ensure accurate tracking and closure of support tickets through ITSM platforms.
Oversee inventory of IT assets, including device provisioning and lifecycle management.
Monitor system alerts, enforce IT policies, and report any security concerns.
Collaborate with internal IT and business teams to understand support needs and offer solutions.
Expected to be in the local office at least 3 days a week.
Occasional short-term travel may be required (less than 10%).

Required Skills & Experience:

Minimum 5 years in an IT support or desktop support role.
Proficient in managing hardware including Windows laptops, MacBooks, iOS, and Android devices.
Hands-on experience with cloud-based productivity tools such as Microsoft 365, Azure AD, SharePoint, Box, Teams, and Slack.
Solid knowledge of Windows OS (10/11), macOS, Active Directory, and Adobe Creative Suite.
Familiarity with IT service management systems like ServiceNow, FreshService, or BMC Helix.
Understanding of basic networking concepts and troubleshooting.
Excellent verbal and written communication skills.
Comfortable handling sensitive information with discretion.
Strong organizational skills and ability to follow standard procedures.
Experience with endpoint management platforms (Jamf, Intune) is a plus.
Bachelor’s degree in a related field (IT, Computer Science, etc.) preferred.
Relevant technical certifications are advantageous.

Salary Range- $70,000-$80,000 base (Bonus eligible up to 10%)

The Phoenix Group

New Jobs

IT Support Analyst