The Phoenix Group
This is a fully onsite position in the Dallas-Fort Worth area. Candidates unable to be onsite in this area will not be considered.
Responsibilities
Provide courteous and professional support to end users by handling incoming requests via phone and email
Log all user requests accurately and follow established escalation procedures
Track, update, and maintain issue status and resolutions within the ticketing system
Monitor the Help Desk inbox and tickets to ensure service levels (SLAs) are consistently met
Escalate complex issues and collaborate with IT teams to drive timely resolutions
Contribute to the Help Desk knowledge base by creating and updating accurate documentation
Diagnose and resolve issues related to Windows-based workstations, custom applications, email, networks, and peripheral equipment
Support mobile devices by troubleshooting iOS and Android software issues
Maintain strong technical expertise in operating systems, core applications, and hardware solutions
Work overtime as needed to support business demands
Perform additional duties as assigned
Qualifications
Bachelor’s degree in a technology-related field required
Minimum of 2 years’ experience supporting end-user equipment in a fast-paced corporate or law firm environment
Strong customer service and communication skills with the ability to work as a lead point of contact
Solid understanding of PC hardware, peripherals, Active Directory, Windows operating systems (Windows 7/10), and Microsoft Office applications
Hands-on experience supporting iOS and Android mobile technologies
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
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Responsibilities
Provide courteous and professional support to end users by handling incoming requests via phone and email
Log all user requests accurately and follow established escalation procedures
Track, update, and maintain issue status and resolutions within the ticketing system
Monitor the Help Desk inbox and tickets to ensure service levels (SLAs) are consistently met
Escalate complex issues and collaborate with IT teams to drive timely resolutions
Contribute to the Help Desk knowledge base by creating and updating accurate documentation
Diagnose and resolve issues related to Windows-based workstations, custom applications, email, networks, and peripheral equipment
Support mobile devices by troubleshooting iOS and Android software issues
Maintain strong technical expertise in operating systems, core applications, and hardware solutions
Work overtime as needed to support business demands
Perform additional duties as assigned
Qualifications
Bachelor’s degree in a technology-related field required
Minimum of 2 years’ experience supporting end-user equipment in a fast-paced corporate or law firm environment
Strong customer service and communication skills with the ability to work as a lead point of contact
Solid understanding of PC hardware, peripherals, Active Directory, Windows operating systems (Windows 7/10), and Microsoft Office applications
Hands-on experience supporting iOS and Android mobile technologies
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
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