Job Title: IT Support Analyst Location: Office-based Employment Type: Full-time, Permanent Role Overview 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. Key Responsibilities 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. Required Skills & Experience 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. Key Systems & Technologies 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 Personal Attributes 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.