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Information Technology Support Specialist

The Phoenix Group
Florida, NY Full Time
POSTED ON 1/22/2025 CLOSED ON 2/20/2025

What are the responsibilities and job description for the Information Technology Support Specialist position at The Phoenix Group?

IT Support Analyst - Job Responsibilities

As an IT Support Analyst, you will be responsible for providing technical support for both software and hardware needs. Your key duties will include:


  • Software & Hardware Support: Resolve software-related issues for all firm-deployed applications, both remotely and in person. Troubleshoot and resolve problems with client workstations, laptops, and related hardware.
  • Document & Multimedia Conversion: Convert a range of documents and multimedia files (including zip files, unknown extensions, unsupported applications, etc.).
  • Virus & Malware Removal: Identify and remove harmful software such as viruses, spyware, and adware from desktop systems.
  • Printer Management: Oversee printer management, including resetting and clearing print jobs, installation, and back-end server support.
  • Vendor Coordination: Liaise with third-party vendors as needed to resolve technical issues.
  • Technology Testing: Test new and updated technology for stability before firm-wide deployment.
  • Self-Development: Continuously learn and adapt to new technologies as required by the organization.
  • Mobile Device Support: Provide technical support for firm-issued mobile devices (iPhones and iPads), including installation, configuration, and troubleshooting of the Mobile Device Management (MDM) platform.
  • Desk Phone & Voicemail Support: Support the firm's desk phone and voicemail systems, troubleshooting and resolving technical issues as needed.
  • End User Instruction: Provide clear guidance and support to end users across software, hardware, and systems.
  • Customer Service Excellence: Deliver exceptional service by adhering to department standards, ensuring timely responses to tickets, and following up on issues to ensure complete resolution.
  • Documentation: Assist in creating and updating technical documentation and internal resources, including the Footprints Knowledge Base.
  • Communication: Maintain effective communication with users regarding system outages, resolutions, and ongoing updates.


Qualifications:

  • Experience: 3-5 years of experience in an IT support role.
  • Communication Skills: Excellent verbal and written communication skills, including professional telephone etiquette.
  • Organizational Skills: Strong ability to prioritize tasks and manage time effectively.
  • Problem-Solving: Exceptional troubleshooting and analytical skills.
  • Customer Service: Demonstrated dedication to delivering outstanding customer service.
  • Technical Proficiency: Proficiency with Microsoft Office and the ability to quickly learn new technologies as required.
  • Adaptability: Ability to remain calm and focused in a fast-paced environment and adapt to changing priorities.
  • Team Collaboration: Ability to work both independently and within a team, effectively communicating with all organizational levels.
  • Leadership: Ability to take the lead on projects, anticipate user needs, and make informed decisions when necessary.
  • Flexibility: Willingness to work remotely, travel between offices, and work on-call during off-hours, weekends, or holidays.
  • Law Firm Experience: Prior experience working in a law firm environment is a plus.

Salary : $70,000 - $80,000

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