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# IT Support Specialist

- **Company:** THE PHOENIX
- **Location:** Milwaukee, WI, United States (Remote available)
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Artificial Intelligence, Microsoft Outlook, Desktop Computing, Identity and Access Management, Information Technology Operations, Virtual Private Networks (VPN), Networking Basics, Microsoft SharePoint, Wi-Fi Technology, Microsoft InTune
- **Published:** October 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=7059f6052818583b

## About the Role

* 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.

## Description

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.