What are the responsibilities and job description for the Information Technology Specialist position at The Phoenix Group?
Key Responsibilities
- Provide technical assistance to end users through phone, email, and in-person support channels, ensuring timely resolution of issues
- Diagnose and troubleshoot a range of technical problems, escalating when necessary based on internal processes
- Communicate clearly with users and cross-functional teams, including IT, training, and systems personnel
- Act as a liaison for users by ensuring issues are directed to the appropriate teams and followed through to completion
- Maintain up-to-date knowledge of supported applications, systems, and internal procedures
- Participate in internal training sessions and knowledge-sharing meetings to stay current on technology updates
- Monitor and track escalated requests to ensure timely closure and a positive user experience
- Assist with technology deployments, including system upgrades, hardware rollouts, and pilot testing initiatives
- Support scheduling and coordination of implementation activities as needed
- Provide coverage outside of standard business hours when required, including evenings, weekends, or holidays
Skills & Requirements
- Hands-on experience supporting enterprise tools such as productivity software, operating systems, remote access platforms, and mobile devices
- Familiarity with document management tools, endpoint hardware, and authentication/security applications is beneficial
- Experience supporting remote or distributed users is a plus
- Strong problem-solving and analytical thinking skills with attention to detail
- Customer-focused mindset with the ability to deliver high-quality support
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment
- Self-motivated, dependable, and able to work independently when needed
- Collaborative team player with a professional and positive approach
- Strong written and verbal communication skills
Education & Experience
- Bachelor’s degree is preferred
- Prior experience in a technical support role within a professional services or similar environment is preferred
- Typically requires a few years of hands-on support experience
Salary : $70,000 - $95,000