IT Support Analyst

The Phoenix Group provided pay range

This range is provided by The Phoenix Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$70,000.00/yr - $80,000.00/yr

Position Overview

As an IT Support Analyst, you will be part of a global team responsible for delivering technical support to approximately 1,500 users across 20+ international offices. This role requires a strong customer service mindset, technical troubleshooting expertise, and the ability to work efficiently both independently and as part of a global support network.

Key Responsibilities

• Act as the first and second line of IT support for users across office locations and remote setups.
• Provide timely resolution of incoming support requests via phone, email, or in person.
• Support and maintain end-user hardware such as laptops, desktops, printers, and mobile devices.
• Assist with meeting room technologies and video conferencing tools like Microsoft Teams and Zoom.
• Ensure accurate tracking and closure of support tickets through ITSM platforms.
• Oversee inventory of IT assets, including device provisioning and lifecycle management.
• Monitor system alerts, enforce IT policies, and report any security concerns.
• Collaborate with internal IT and business teams to understand support needs and offer solutions.
• Expected to be in the local office at least 3 days a week.
• Occasional short-term travel may be required (less than 10%).

Required Skills & Experience:

• Minimum 5 years in an IT support or desktop support role.
• Proficient in managing hardware including Windows laptops, MacBooks, iOS, and Android devices.
• Hands-on experience with cloud-based productivity tools such as Microsoft 365, Azure AD, SharePoint, Box, Teams, and Slack.
• Solid knowledge of Windows OS (10/11), macOS, Active Directory, and Adobe Creative Suite.
• Familiarity with IT service management systems like ServiceNow, FreshService, or BMC Helix.
• Understanding of basic networking concepts and troubleshooting.
• Excellent verbal and written communication skills.
• Comfortable handling sensitive information with discretion.
• Strong organizational skills and ability to follow standard procedures.
• Experience with endpoint management platforms (Jamf, Intune) is a plus.
• Bachelor’s degree in a related field (IT, Computer Science, etc.) preferred.
• Relevant technical certifications are advantageous.

Salary Range - $70,000-$80,000 base (Bonus eligible up to 10%)

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology

Industries

• Professional Services