Information Technology Support Specialist

A leading technology services provider is seeking a Helpdesk Support Consultant to deliver exceptional Level I technical support within a dynamic corporate environment. This long-term contract position offers an opportunity to transition to full-time employment and support a busy internal user base in a fast-paced setting.

The Helpdesk Support Consultant is responsible for providing front-line technical assistance to internal employees, diagnosing hardware and software issues, and ensuring timely resolution through phone and remote support. The role is crucial in maintaining operational efficiency, safeguarding sensitive data, and enhancing user satisfaction across the organization.

• Provide clear and accurate documentation of technical issues and resolutions in the ticketing system (e.g., Service Now)
• Troubleshoot and resolve hardware, software, and workstation configuration problems at the Level I support tier
• Support end-users via phone, remote access, and on-site visits, utilizing established procedures and tools
• Prioritize and elevate complex issues to Tier II support or specialized teams as needed
• Exercise confidentiality when handling sensitive employee security information and internal documentation
• Maintain continuous communication with users regarding issue status and resolution steps
• Assist in developing, documenting, and improving IT support processes and procedures
• Manage work queues effectively, ensuring timely follow-up and escalation for unresolved issues

• Proven experience supporting Windows operating systems in a corporate environment
• Proficiency with Service Now ticketing system and Active Directory
• Strong troubleshooting skills and ability to diagnose basic hardware and software issues
• Excellent verbal and written communication skills for user interaction and documentation
• Ability to support both remote and in-person technical assistance
• College degree in a relevant technical field with the capability to operate in highly technical settings
• Good time management, organizational skills, and team collaboration experience
• Knowledge of financial or business environments is a plus

• Experience supporting enterprise applications and client-server architectures
• Familiarity with Microsoft Office Suite and common productivity tools
• Knowledge of security protocols and data privacy requirements
• Experience with remote support tools and remote desktop applications
• Prior support role involving troubleshooting WIP, billing, or accounts receivable systems

• Service Now Ticketing & ITSM Tools
• Active Directory & User Account Management
• Remote Support Technologies (Team Viewer, Remote Desktop, VPN)
• Hardware Troubleshooting (PCs, printers, peripherals)

This role offers a valuable opportunity to develop advanced IT support skills, gain exposure to enterprise systems, and contribute to a high-functioning corporate support team.

If you are passionate about delivering excellent technical support and meet the outlined qualifications, we encourage you to apply now.

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.