Help Desk Technician (Tier I/II Support)

SUMMARY:

PHALANX Solutions is seeking a polished, proactive Help Desk Technician to deliver Tier I/II technical support with precision and discretion. This role blends hands-on troubleshooting with white-glove service for high-profile clients, ensuring seamless operation across hardware, software, and network environments. The ideal candidate combines technical rigor with calm communication, initiative, and a commitment to excellence.

PRIMARY DUTIES:

• Serve as the first point of contact for technical support, triaging and resolving help desk tickets with speed, empathy, and precision
• Provide on-site support at client locations as needed (mileage reimbursed)
• Manage user account provisioning and access controls, including Microsoft Exchange setup, distribution list maintenance, and network permissions
• Maintain and deploy standardized desktop/laptop configurations to ensure consistency and security
• Install, configure, and support hardware and peripherals, including executive workstations, mobile devices, and AV setups
• Troubleshoot and escalate printer/copier issues to vendors when appropriate
• Resolve application-level issues with clear recommendations and documentation
• Perform virus mitigation and endpoint cleansing to ensure system integrity
• Maintain and update IT asset inventory with accurate lifecycle tracking
• Create and distribute user guides and quick-reference documentation tailored to executive workflows
• Research and resolve non-standard issues with initiative and resourcefulness
• Support LAN and phone cabling maintenance as needed
• Configure and support Apple iPhones, Office 365 Admin Center, and Azure Entra environments.

DESIRED EXPERIENCE, KNOWLEDGE AND SKILLS:

• Proven ability to deliver executive-caliber support with professionalism, discretion, and urgency
• Strong problem-solving and communication skills, with minimal need for oversight
• Demonstrated ownership of issues from intake to resolution, both independently and collaboratively
• Familiarity with Office 365 administration, Azure Entra, and Apple mobile device configuration
• Experience with network and phone cabling, LAN maintenance, and endpoint configuration
• Ability to create clear, user-friendly documentation tailored to varying technical fluency levels

Job Type: Full-time

Pay: $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person