Help Desk Analyst
The Phoenix Group, New York, NY, United States
Responsibilities
Support employee technology changes including device moves, new setups, and workstation modifications.
Configure, deploy, and maintain laptops, desktops, and other end-user hardware across the organization.
Manage the full lifecycle of support tickets by documenting, prioritizing, troubleshooting, and resolving user incidents.
Identify opportunities to improve internal IT processes and create clear documentation for updated procedures.
Oversee tracking and auditing of company hardware and software assets to ensure accurate inventory management.
Provide responsive and professional technical support while maintaining strong communication with internal users.
Troubleshoot and resolve complex technical problems related to systems, devices, and user environments.
Deliver guidance and informal training to employees to help them effectively use internal technology tools.
Administer and maintain environments including Microsoft 365 services, virtual desktop infrastructure, and mobile device platforms.
Required Technical Knowledge
Strong experience supporting
Windows 11 Enterprise
and the
Microsoft 365
productivity ecosystem.
Solid understanding of
basic networking concepts , including connectivity, network components, and common protocols.
Experience working with
Active Directory , including user management, organizational structure, and group policies.
Ability to support users both
on-site and remotely
through various support tools.
Hands-on experience managing devices through
Microsoft Intune or other mobile device management platforms .
Proficiency supporting and troubleshooting
laptops and traditional desktop systems .
Familiarity with using
AI-powered tools
(such as Copilot, ChatGPT, or Claude) to assist in troubleshooting and user support workflows.
Preferred Qualifications
Experience supporting or administering
VoIP communication platforms .
Knowledge of
enterprise video conferencing technologies
and meeting room systems.
Exposure to
patching strategies and enterprise software deployment tools .
Basic scripting capability using
PowerShell or Python
to automate tasks or improve efficiency.
Understanding of
network and internet security principles .
Familiarity with
ITIL frameworks , particularly around incident handling and service management workflows.
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Support employee technology changes including device moves, new setups, and workstation modifications.
Configure, deploy, and maintain laptops, desktops, and other end-user hardware across the organization.
Manage the full lifecycle of support tickets by documenting, prioritizing, troubleshooting, and resolving user incidents.
Identify opportunities to improve internal IT processes and create clear documentation for updated procedures.
Oversee tracking and auditing of company hardware and software assets to ensure accurate inventory management.
Provide responsive and professional technical support while maintaining strong communication with internal users.
Troubleshoot and resolve complex technical problems related to systems, devices, and user environments.
Deliver guidance and informal training to employees to help them effectively use internal technology tools.
Administer and maintain environments including Microsoft 365 services, virtual desktop infrastructure, and mobile device platforms.
Required Technical Knowledge
Strong experience supporting
Windows 11 Enterprise
and the
Microsoft 365
productivity ecosystem.
Solid understanding of
basic networking concepts , including connectivity, network components, and common protocols.
Experience working with
Active Directory , including user management, organizational structure, and group policies.
Ability to support users both
on-site and remotely
through various support tools.
Hands-on experience managing devices through
Microsoft Intune or other mobile device management platforms .
Proficiency supporting and troubleshooting
laptops and traditional desktop systems .
Familiarity with using
AI-powered tools
(such as Copilot, ChatGPT, or Claude) to assist in troubleshooting and user support workflows.
Preferred Qualifications
Experience supporting or administering
VoIP communication platforms .
Knowledge of
enterprise video conferencing technologies
and meeting room systems.
Exposure to
patching strategies and enterprise software deployment tools .
Basic scripting capability using
PowerShell or Python
to automate tasks or improve efficiency.
Understanding of
network and internet security principles .
Familiarity with
ITIL frameworks , particularly around incident handling and service management workflows.
#J-18808-Ljbffr