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# Information Technology Specialist

- **Company:** THE PHOENIX
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Business Software, Collaborative Software, Desktop Computing, Domain Name System (DNS), Identity and Access Management, Issue Tracking Systems, Networking Hardware, Virtual Private Networks (VPN), Local Area Networks, Networking Basics, Productivity Software, Wide Area Networks, CompTIA Strata - PC Hardware Technology Engineer, Wi-Fi Technology, Network Routers, Office365, Peripherals, Computer Equipment, Information Technology, Laptops, Servicenow
- **Published:** November 2, 2026
- **Apply:** https://www.juju.com/job/2_168439445

## About the Role

* 2+ years of experience in Desktop Support, End User Support, IT Support, or Service Desk environments.
 * Approximately 4-5 years of overall PC hardware and software experience.
 * Strong troubleshooting skills with Windows operating systems and Microsoft 365 applications.
 * Experience supporting desktops, laptops, mobile devices, printers, peripherals, and common business applications.
 * Familiarity with IT service management and ticketing platforms such as ServiceNow.
 * Working knowledge of basic networking concepts, including LAN/WAN, VPN, Wi-Fi, and DNS.
 * Strong customer service orientation with the ability to support demanding or high-level business users.
 * Excellent communication, collaboration, organization, and problem-solving skills.
 * Ability to independently prioritize and resolve multiple technical issues in a fast-paced, team-oriented environment.
 * Proactive, dependable, professional, and willing to take initiative.
 * Ability to provide onsite and occasional offsite support and work overtime as needed.

Nice-to-Have Qualifications

 * Experience supporting users in a law firm, financial services, consulting, or other professional services environment.
 * Experience supporting macOS devices.
 * Familiarity with conference room AV technology and video conferencing systems.
 * Exposure to network equipment, including routers, switches, and basic server infrastructure.
 * Experience providing white-glove or VIP technical support.
 * Experience supporting offsite meetings, events, or temporary technical environments. xrbllit
 * Previous retail experience combined with IT support experience.

Core Technical Skills

 * Operating Systems: Windows, macOS
 * Productivity Applications: Microsoft 365, business applications
 * Hardware and Devices: Desktops, laptops, mobile devices, printers, peripherals, PC hardware
 * IT Support: Level 2 Support, Desktop Support, End User Support, Service Desk, deskside support, remote support
 * ITSM and Workflows: ServiceNow, incident management, service requests, ticketing systems, user access, onboarding/offboarding
 * Networking: LAN/WAN, VPN, Wi-Fi, DNS, routers, switches
 * Collaboration Technology: Conference room AV, audiovisual equipment, video conferencing

## Description

The End User Support Analyst will own Level 2 desktop and end-user support, troubleshooting hardware, software, operating systems, applications, connectivity, and peripheral devices. This full-time, onsite role supports business-critical technology, user onboarding, equipment deployments, meetings, and escalated issues while delivering dependable customer service to business users., * Provide Level 2 Desktop Support, End User Support, IT Support, and Service Desk assistance for Windows desktops, laptops, operating systems, applications, and peripherals.

 * Troubleshoot Microsoft 365, mobile devices, printers, business applications, hardware, software, connectivity, and user access issues.
 * Diagnose, prioritize, document, and resolve incidents and service requests through an IT service management (ITSM) ticketing system.
 * Configure, deploy, upgrade, replace, and maintain end-user hardware and software.
 * Support user account administration, access management, onboarding, and offboarding activities.
 * Provide deskside, onsite, and occasional offsite technical support for business meetings, presentations, events, and temporary technical environments.
 * Support conference room technology, audiovisual (AV) equipment, and video conferencing platforms.
 * Perform basic network troubleshooting involving Wi-Fi, VPN, DNS, LAN, and WAN connectivity.
 * Collaborate with infrastructure, networking, applications, and other IT teams to resolve escalated technical issues.
 * Provide user training and guidance for business applications, Microsoft 365, and workplace technology.
 * Maintain accurate technical documentation and follow established IT procedures, service standards, and support workflows.
 * Work onsite Monday through Friday, 9:30 AM-6:30 PM ET, with flexibility for occasional overtime or adjusted schedules based on business needs.
 * Lift and move technology equipment weighing up to 25 pounds as needed.