Why Phoenix?
There is no more “business as usual.”

We create a new paradigm of how our clients identify, reach and engage their marketplace using innovative techniques rooted in strategic awareness.

We are driven to lead our clients from historical methods of marketing and communication to innovative, segmented, analysis-led strategies that produce game-changing results. We expose them to customer-centric communication strategies that begin with effectively listening and responding to the people that matter most, their target audience.

We help organizations big and small solve marketing problems and achieve astonishingly good results.

What We Offer

• Our team is passionate about implementing cutting-edge marketing and communication strategies that redefine expectations in the marketplace.
• We're dedicated to understanding your career objectives and goals, then supporting, challenging and empowering you to achieve them.
• You'll learn how to deliver unprecedented value to the marketplace, enhancing both your personal and professional worth.
• Your individual talents, skills, perspectives and insights are highly valued contributions that enrich our team and drive our success.
• Join a team that serves a well-recognized client base comprising national and local institutions and organizations.
• Experience the cool and collaborative culture that earned Phoenix Innovate recognition as a Crain’s Detroit Cool Place to Work for three consecutive years.
• Enjoy annual safe harbor matching contributions for employees participating in our 401(k) program, as well as health insurance benefits including medical, dental and vision coverage.

Position Overview

The IT Systems Administrator serves as the first point of contact for technical support and assistance within the organization. This role involves diagnosing, troubleshooting, and resolving hardware, software, and network-related issues for end-users. The ideal candidate possesses strong communication and problem-solving skills, along with a customer-focused mindset to provide exceptional service and support.

Responsibilities

Technical Support and Troubleshooting

• Respond to IT support requests via email, chat, phone or in person, providing timely and accurate assistance.
• Diagnose and troubleshoot hardware issues (e.g., computers, printers, peripherals) and software issues (e.g., OS errors, application bugs).
• Resolve technical issues independently and escalate more complex problems to senior team members.

User Assistance and Customer Service

• Serve as the main point of contact for users experiencing technical issues, ensuring clear communication and positive customer service.
• Provide guidance and step-by-step instructions to users for basic troubleshooting and best practices.
• Maintain regular follow-up on outstanding issues, ensuring timely resolution and user satisfaction.

Incident and Request Management

• Record, prioritize and manage service desk tickets in the ticketing system, ensuring accurate documentation and tracking of each request.
• Categorize and escalate incidents or service requests to the appropriate support teams when necessary.
• Track the status of tickets and provide regular updates to end-users on progress.

Software and Hardware Setup

• Lead the Technology onboarding and offboarding of team members.
• Assist with the setup, configuration,and deployment of workstations, laptops, mobile devices and other peripherals for new employees.
• Install, configure and support common applications (e.g., MS Office, collaboration tools) and system updates.
• Manage user accounts, passwords, and permissions for common applications and systems (e.g., Active Directory & M365 Azure AD).

Documentation and Knowledge Base Maintenance

• Create, update, and maintain knowledge base articles, technical guides and troubleshooting documentation.
• Contribute to the development of IT support documentation, ensuring it is user-friendly and accessible.
• Document all troubleshooting and resolution steps in the ticketing system for future reference.

Monitoring and Reporting

• Monitor system alerts, ticket queues and potential issues, proactively addressing or escalating as needed.
• Generate reports on support metrics, including ticket resolution times, common issues and customer feedback.
• Identify recurring technical issues and work with other IT team members to develop and implement long-term solutions.

Schedule

• Full-time. 
• Five days a week – 8-hour shift.
• May require shift work, including nights or weekends, depending on the organization’s needs.
• May be part of an on-call rotation for after-hours support.
• Ability to lift or move equipment up to 25 pounds occasionally. 

Education

• Associate’s degree in information technology, Computer Science or a related field (or equivalent experience).

Background and Qualifications

• CompTIA A+, ITIL Foundation or similar certifications preferred.
• Proficiency with Windows and macOS operating systems, Microsoft Office Suite and troubleshooting common hardware and software issues.
• Experience with service desk software (e.g., Fresh Service) for logging and tracking tickets.
• Strong analytical skills with the ability to troubleshoot and resolve technical issues.
• Excellent verbal and written communication skills, with a focus on clear and positive customer interactions.
• Ability to prioritize tasks, manage multiple requests and maintain a high level of productivity in a fast-paced environment.
• Familiarity with remote support tools and remote troubleshooting.
• Basic understanding of network configurations, VPNs and IP troubleshooting.
• Experience with mobile device management (MDM) and basic scripting knowledge (e.g., PowerShell, Batch).
• Knowledge of Active Directory, user permissions and file-sharing systems.

Work Location

• In-person at our Troy, Michigan location.

Salary

• Based on experience.

Benefits

• Immediate enrollment in health, vision, dental and life insurance upon hire.
• Paid holidays and vacation days.
• 401(k) with matching.
• Flexible spending account.
• Health savings account.

To apply, please submit your resume to HR-admin@phoenixinnovate.com and include IT Systems Administrator - Troy in the subject line.