IT Support Analyst

Job Title: IT Support Analyst Location: Office-basedEmployment Type: Full-time, Permanent

We are seeking a dedicated IT Support Specialist to join our small team and provide first and second-line desktop support for approximately 200 users. This is a full-time, office-based role within a Microsoft cloud-first environment, utilizing Windows 11 and the Microsoft 365 suite. The role operates on a shift basis to ensure Helpdesk coverage between 08:00 and 18:00.

• Provide hands-on technical support, troubleshooting hardware and software issues for end-users.

• Assist with Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, and OneDrive.

• Troubleshoot and resolve account access issues while ensuring best practice usage of Microsoft 365 tools.

• Support and maintain meeting room technology, including Microsoft Teams Rooms, audio, and video conferencing equipment.

• Procure, manage, and maintain IT equipment, including laptops, mobile phones, and other devices.

• Conduct internal IT checks, system monitoring, and security processes.

• Manage user accounts, shared resource access (files, folders, Teams, SharePoint), and security systems such as anti-virus solutions and email filters.

• Provide training and guidance to staff, enhancing their productivity through effective use of IT systems.

• Create and maintain documentation, including troubleshooting guides, system configurations, and user manuals.

• Assist in department-led IT projects under supervision.

• Strong proficiency in Microsoft Windows 10/11, Microsoft 365 administration, and Teams meeting room technologies.

• Experience managing Microsoft Defender Security and InTune for device management.

• Good knowledge of Azure AD (Entra ID) and user account administration.

• Prior experience in IT support, with hands-on troubleshooting of both hardware and software issues.

• Familiarity with helpdesk ticketing systems and managing support requests.

• Excellent communication skills, with the ability to explain technical concepts to non-technical users.

• Strong analytical and problem-solving abilities, with a proactive approach to resolving IT issues.

• Ability to work collaboratively within a team and coordinate with other departments and external providers.

Essential Knowledge:

• Windows 10 & 11 operating systems

• Microsoft 365 administration, including Azure AD (Entra ID), Defender, and InTune

• Microsoft Teams Room devices and AV conferencing solutions

• IT asset management and record-keeping

The ideal candidate will be highly organized, detail-oriented, and adaptable to a fast-paced environment. They should be proactive, self-motivated, and capable of working both independently and collaboratively within a team. Strong interpersonal and communication skills are essential.