Senior IT Support Analyst

Deliver high-touch, white-glove IT support tailored to senior executives and executive assistants, ensuring rapid incident resolution and proactive issue prevention. Support, configure, and troubleshoot Apple iOS devices (iPhone, iPad), including device setup, synchronization, software updates, OS upgrades, and management via Mobile Device Management (MDM) tools such as Microsoft Intune (preferred). Support enterprise productivity and collaboration applications, including Microsoft Outlook (expert-level), Teams, OneNote, Office apps, Zoom, Diligent, PDF Expert, and iOS Mail. Perform device provisioning, software installation, firmware updates, patch management, and system configuration to enhance device reliability and security. Collaborate with executive assistants and administrative staff to triage IT requests, coordinate scheduling, and resolve issues swiftly, ensuring the executive workflow remains uninterrupted. Provide onsite support during working hours (9 am–5 pm), with flexibility for after-hours or travel support as needed, including availability when executives are present. Escalate complex technical issues to internal Tier 2/3 IT teams while maintaining ownership of incidents, managing expectations, and providing regular status updates to senior leadership. Maintain detailed documentation of device configurations, troubleshooting steps, known issues, and preferences to optimize resolution times and support continuity. Stay current with updates and best practices related to Apple iOS, Windows 11, enterprise collaboration tools, and security protocols to recommend improvements. Operate with discretion, maintaining strict confidentiality around sensitive executive information and communications. Core Qualifications & Requirements 3+ years of IT support experience in a high-demand environment supporting senior/executive leadership (white-glove service experience preferred). Proven expertise supporting Apple iOS devices (iPhone, iPad) within enterprise settings, including device provisioning, management, and troubleshooting. Advanced proficiency with Microsoft Outlook, O365/M365 suite (including Teams, OneNote), Windows 11, and collaboration tools like Zoom and Diligent. Strong diagnostic and incident management skills with the ability to resolve issues swiftly and effectively. Excellent communication, professionalism, and ability to manage confidential information with discretion. Flexibility to support after-hours and travel support, with onsite presence required during core hours. Experience supporting hybrid work environments, securing enterprise devices, and implementing MDM policies (preferably Microsoft Intune). #J-18808-Ljbffr The Phoenix Group