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MAC Specialist

2 months ago

washington, United States The Phoenix Group Full time

The IT Support Analyst will deliver second/third-line technical assistance to approximately 1,300 staff across 30 global offices. This role demands top-notch customer service skills and the ability to swiftly and professionally diagnose and resolve support requests.


Key Responsibilities


  • Support and Resolution: Address and resolve IT support requests via calls and emails for all locations.
  • Technical Assistance: Provide IT support to employees in both office and remote settings.
  • Primary Contact: Act as the first point of contact for technical support at the local office and across global offices.
  • Hardware Management: Maintain, configure, deploy, and repair computer and printer hardware, including supported smart devices.
  • Meeting and Conferencing Support: Manage and support meeting room and video conferencing systems, including Teams and Zoom.
  • Tracking and Documentation: Monitor, document, and manage all support requests, ensuring timely resolution and ticket closure.
  • Asset Management: Oversee hardware asset inventory and equipment lifecycle.
  • Policy Enforcement: Enforce IT policies and guidelines, monitor enterprise management platforms and alerts, and report any security risks.
  • Collaboration: Work closely with other IT professionals and departments to address and meet IT needs.
  • Travel: Minor travel required, up to 10%.


Required Technical Knowledge & Experience


  • Experience: 5 + years of relevant IT support experience.
  • Experience with JAMF: Experience with JAMF is a must- Managing machines through JAMF, upgrades and applications.
  • Hardware Knowledge: Proficient with workstation hardware (Windows 11, Apple MacBooks) and mobile devices (iOS, Android, BYOD).
  • Software Proficiency: Experienced with SaaS platforms (Microsoft 365, Okta, AzureAD, SharePoint, Box, Teams, Slack) and other software (Windows 10/11, MacOS, Windows Server, Active Directory, Adobe Creative Cloud).
  • IT Service Management: Familiar with IT Service Management platforms (e.g., BMC Helix, ServiceNow, FreshService).
  • Networking: Strong understanding of networking concepts and technologies.
  • Education: BA/BS degree in Information Technology, Computer Science, or a related field is advantageous.
  • Skills: Excellent documentation and process skills, discretion with confidential information, and relevant technology certifications are desirable.
  • Communication: Exceptional communication and interpersonal skills with the ability to work independently and as part of a team.



This is a hybrid position and will be on site 3 days per week in Federal Triangle area in Washington DC


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.