IT Support Specialist (Managed Services Provider)

One hour you may be troubleshooting Microsoft 365, the next configuring a firewall, deploying new workstations, resolving a server issue, assisting with a VoIP system, or helping recover a client from a network outage. If you enjoy solving new technical challenges every day and learning new technologies, you’ll fit in well here., As an IT Support Specialist, you will provide remote and occasional onsite technical support for a diverse client base. You will diagnose, troubleshoot, and resolve issues involving desktops, servers, networking, cloud services, security, business applications, and a variety of business technologies., * Provide technical support for desktops, laptops, servers, printers, networking equipment, VoIP systems, and business applications.

• Troubleshoot Microsoft Windows operating systems, Microsoft 365, Active Directory, networking, and related technologies.
• Install, configure, and maintain desktop hardware, printers, scanners, mobile devices, and other computer peripherals.
• Diagnose and resolve technical issues remotely, by phone, and onsite when necessary.
• Perform workstation deployments, upgrades, migrations, and new system implementations.
• Maintain clear and accurate documentation within the ticketing system.
• Manage multiple client requests while meeting established service level objectives.
• Take ownership of support requests from initial contact through final resolution.
• Verify that solutions are working correctly before closing tickets.
• Continue developing technical skills as new technologies are introduced., We’re looking for technicians who:
• Enjoy solving technical problems and investigating root causes.
• Learn new technologies quickly and enjoy continuous learning.
• Take ownership of their work from beginning to end.
• Review their work carefully before considering a task complete.
• Pay close attention to detail and strive to get it right the first time.
• Communicate professionally with clients and coworkers.
• Stay organized while managing multiple priorities.
• Work well independently and as part of a team.
• Enjoy supporting multiple clients and different technologies throughout the day.

Because we support many different client environments, we do not expect anyone to know every technology. We are looking for someone with a strong technical foundation, excellent troubleshooting skills, and the ability to quickly learn unfamiliar systems and technologies., * Bachelor’s degree in Information Technology, Computer Science, or equivalent professional experience.

• Minimum of two years of IT support experience.
• Excellent written and verbal communication skills.
• Strong analytical and troubleshooting abilities.
• Experience providing technical support by phone and through remote support tools.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Professional, dependable, and customer-focused attitude., Candidates should have experience supporting a broad range of business technologies, including many of the following:

Operating Systems

• Microsoft Windows desktop operating systems, including both current and legacy versions
• Microsoft Windows Server operating systems, including both current and legacy server environments
• Linux distributions such as Ubuntu
• Basic UNIX administration

Microsoft Technologies

• Active Directory
• Group Policy
• Microsoft 365
• Microsoft Office
• Windows Server administration
• DNS / DHCP
• File and Print Services
• Remote Desktop Services

Networking

• TCP/IP / VPN technologies
• Routers / Switches
• Wireless networking
• Network troubleshooting

Hardware

• Desktop computers
• Laptops
• Servers
• Printers
• Scanners
• Mobile devices
• USB, Bluetooth, and other computer peripherals
• Hardware upgrades and component replacement

Additional Technologies

Experience with any of the following is beneficial:

• Cloud services
• Backup and disaster recovery solutions
• Endpoint security and antivirus platforms
• Remote monitoring and management (RMM) tools
• VoIP systems
• Virtualization platforms
• Line-of-business applications

This position is probably not a good fit if…

• You prefer working on the same systems every day.
• You become frustrated when learning new technologies.
• You close tickets before verifying the issue has been fully resolved.
• You prefer highly repetitive work over solving new problems.

PHOENIXTSI is a U.S.-based Managed Service Provider (MSP) supporting small businesses through large enterprise organizations across the United States. Our clients span a wide range of industries including healthcare, manufacturing, education, professional services, retail, and other business environments.