IT Support Specialist

Phoenix Investors is a national commercial real estate firm headquartered in Milwaukee, WI, focused on revitalizing industrial and manufacturing properties across the United States and positively impacting the communities we serve.

We are seeking an IT Support Specialist (Level 1/2) to join our growing team. Unlike a traditional help desk role, this position emphasizes collaboration, ownership from start to finish, and clear communication and documentation. The ideal candidate brings strong end-user support experience, a customer-focused mindset, structured troubleshooting skills, and a curiosity for continuous improvement. This is an on-site role based in our Milwaukee office; remote work is not available.

Summary

This role serves as the frontline of IT service delivery, responsible for delivering a high-quality end-user experience across devices, applications, and access services. The IT Support Specialist owns initial troubleshooting and resolution while ensuring accurate documentation and appropriate escalation.

Key Responsibilities

• Provide technical support for end users across devices, applications, and access.
• Troubleshoot and resolve Tier 1 and Tier 2 issues in Microsoft 365 and Windows environments.
• Manage support requests and documentation in the ITSM platform.
• Configure, deploy, and maintain laptops, desktops, and peripheral devices.
• Support onboarding and offboarding processes, including accounts, access, and devices.
• Escalate issues with complete diagnostic information and context.
• Contribute to the knowledge base and documentation to reduce repeat issues.
• Collaborate with the IT team and support operational and project-based work.
• Other duties may be assigned as necessary to support IT operations and business needs.

Expectations

• Delivers consistent, professional support to end users.
• Resolves issues or escalates cleanly with full documentation.
• Maintains clear, repeatable documentation for support processes.
• Contributes to reducing repeat issues through standardization.
• Works collaboratively across the IT team.

AI and Automation Expectations

• Demonstrates an interest in improving efficiency through tools and automation.
• Utilizes technology to reduce repetitive work where appropriate.
• Approaches problems with a mindset focused on standardization and scalability.

Required Qualifications

• 1 – 3 years of IT support or help desk experience.
• Experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Strong troubleshooting capability in Windows environments.
• Experience working within a ticketing or ITSM system.
• Strong written and verbal communication skills.

Preferred Qualifications

• Experience with Intune or modern endpoint management.
• Exposure to identity and access management (MFA, permissions, provisioning).
• Basic networking knowledge (Wi-Fi, VPN, connectivity).
• Experience working within SLA-driven support environments.
• Experience documenting processes or contributing to knowledge bases.

Compensation & Benefits

Phoenix offers comprehensive benefits, company-paid parking, and daily breakfast and lunch prepared by our on-site chefs, all designed to make your workday easier and more enjoyable.

• 401(k) with employer match
• Medical, dental, and vision insurance
• Paid time off (PTO) and holidays
• Company-paid parking
• Company-paid breakfast and lunch

All salary estimates are provided by ZipRecruiter, not Phoenix. Phoenix is committed to offering a competitive salary based on experience.