IT Support Specialist

This role serves as the frontline of IT service delivery, responsible for delivering a high-quality end-user experience across devices, applications, and access services. The IT Support Specialist owns initial troubleshooting and resolution while ensuring accurate documentation and appropriate escalation. Responsibilities

• Provide technical support for end users across devices, applications, and access.
• Troubleshoot and resolve Tier 1 and Tier 2 issues in Microsoft 365 and Windows environments.
• Manage support requests and documentation in the ITSM platform.
• Configure, deploy, and maintain laptops, desktops, and peripheral devices.
• Support onboarding and offboarding processes, including accounts, access, and devices.
• Escalate issues with complete diagnostic information and context.
• Contribute to the knowledge base and documentation to reduce repeat issues.
• Collaborate with the IT team and support operational and project-based work.
• Other duties may be assigned as necessary to support IT operations and business needs.

Expectations

• Delivers consistent, professional support to end users.
• Resolves issues or escalates cleanly with full documentation.
• Maintains clear, repeatable documentation for support processes.
• Contributes to reducing repeat issues through standardization.
• Works collaboratively across the IT team.

AI and Automation Expectations

• Demonstrates an interest in improving efficiency through tools and automation.
• Utilizes technology to reduce repetitive work where appropriate.
• Approaches problems with a mindset focused on standardization and scalability.

• 1 - 3+ years of IT support or help desk experience.
• Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Strong troubleshooting capability in Windows environments.
• Experience working within a ticketing or ITSM system.
• Strong written and verbal communication skills.

Preferred Qualifications

• Experience with Intune or modern endpoint management.
• Exposure to identity and access management (MFA, permissions, provisioning).
• Basic networking knowledge (Wi-Fi, VPN, connectivity).
• Experience working within SLA-driven support environments.
• Experience documenting processes or contributing to knowledge bases.

Phoenix offers comprehensive benefits, company-paid parking, and daily breakfast and lunch prepared by our on-site chefs, all designed to make your workday easier and more enjoyable.

• 401(k) with employer match
• Medical, dental, and vision insurance
• Paid time off (PTO) and holidays
• Company-paid parking
• Company-paid breakfast and lunch