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Job Description
Help Desk Support Specialist at The Phoenix Group Help Desk Support Specialist at The Phoenix Group in Richmond, Virginia Posted in 1 day ago.
Type:
full-time
Job Description:
Help Desk Support Technician Location:
Richmond, VA (hybrid)
Salary:
$75,000 - $95,000
Employment Type:
Full-Time Overview We are seeking a Help Desk Support Technician with at least 3 years of hands-on IT support experience to join a growing organization of approximately 125 users. This role will provide technical support across a mixed Windows and macOS environment, serving as a key resource for end-user support, troubleshooting, and issue resolution. The ideal candidate will possess strong technical skills, exceptional communication abilities, and a customer-service-oriented mindset. Experience supporting users within an advertising, creative, or marketing agency environment is highly preferred. Responsibilities Provide Tier 1-3 technical support for end users in a Windows and macOS environment. Troubleshoot and resolve hardware, software, operating system, application, network, and connectivity issues. Respond to and manage support requests through the ticketing system, ensuring timely resolution and communication. Escalate complex technical issues to senior IT staff or external vendors when necessary. Administer and support user accounts, permissions, and security groups within Active Directory. Configure, deploy, maintain, and troubleshoot desktops, laptops, printers, mobile devices, and peripherals. Assist with onboarding and offboarding processes, including account creation, equipment provisioning, and access management. Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite. Document troubleshooting steps, resolutions, and IT procedures. Maintain a high level of customer service and professionalism while supporting employees across the organization. Collaborate with internal teams to identify recurring issues and recommend process improvements. Required Qualifications Minimum of 3 years of Help Desk, Desktop Support, or IT Support experience. Strong experience supporting both Windows and macOS environments. Hands-on experience with Active Directory, including user account administration, password resets, group management, and access provisioning. Experience troubleshooting Microsoft 365 applications and desktop productivity tools. Familiarity with ticketing systems and incident management processes. Strong understanding of computer hardware, operating systems, and basic networking concepts. Excellent verbal and written communication skills with the ability to support both technical and non-technical users. Strong organizational skills and ability to prioritize multiple support requests. Preferred Qualifications Experience supporting users within an advertising, creative, marketing, or agency environment. Exposure to cloud-based collaboration tools and endpoint management solutions. Experience with Microsoft Entra ID (Azure AD), Intune, JAMF, or similar device management platforms. Relevant certifications such as CompTIA A+, Network+, Microsoft, or Apple certifications are a plus. Key Attributes Customer-focused and service-oriented. Strong problem-solving and troubleshooting abilities. Effective communicator with a professional demeanor. Able to work independently while collaborating with team members. Detail-oriented with a proactive approach to support and issue resolution. This is an excellent opportunity for a well-rounded IT support professional who enjoys working in a collaborative environment and supporting a diverse user base across both PC and Mac platforms.
