Information Technology Support Analyst

About the job

Position Title: IT Support Analyst

Department: Technology

Reports To: Technology Operations & Applications Manager

Position Overview:

We are seeking a proactive and service-oriented Technology Operations Support Engineer

to join our Technology team. This junior-level role will be based in our office and play a key

part in providing day-to-day IT support to internal users, with a particular focus on

Microsoft 365 applications and services. You’ll be responsible for helping staff resolve

technical issues, supporting user onboarding, and assisting with basic administration of

Microsoft tools such as Outlook, Teams, and SharePoint Online.

This is a hands-on role suited to someone with foundational experience in IT support and a

strong interest in growing their skills in Microsoft 365 and modern workplace technologies.

Key Responsibilities:

End-User Support (Level 1 / Level 2)

• Provide first- and second-line technical support to staff for hardware, software,

and connectivity issues.

• Troubleshoot common problems with Microsoft 365 applications (Outlook,

Teams, SharePoint, OneDrive).

• Support device setup, user onboarding/offboarding, and account provisioning.

• Escalate complex issues to senior members of the technology team as needed.

Microsoft 365 Support

• Assist with basic user and license management in Microsoft 365 and Azure AD.

• Support end-users with common Microsoft 365 tasks, such as mailbox access,

Teams permissions, or SharePoint navigation.

• Help maintain documentation and FAQs to guide users through common issues

and improve self-service.

Device and Endpoint Support

• Provide hands-on support for Windows laptops, mobile devices, and peripherals.

• Assist with updates, security patching, and device compliance checks.

• Help implement and maintain endpoint policies through Microsoft Intune under

guidance from senior staff.

Office Technology Support

• Ensure meeting room technology and office hardware (printers, monitors,

conferencing equipment) are operational.

• Respond to local user issues quickly to minimize disruption and maintain

productivity.

Technology Housekeeping

• Perform regular checks and basic administrative tasks to maintain system

performance and security.

• Maintain up-to-date asset and user records as part of IT operations best

practices.

Qualifications:

• 1–3 years of experience in a helpdesk or IT support role.

• Familiarity with Microsoft 365, including Outlook, Teams, OneDrive, and

SharePoint.

• Understanding of basic device management, preferably using Microsoft

Intune.

• Experience with Windows OS and troubleshooting hardware/software issues.

• Comfortable supporting users both in person and remotely.

Competencies:

• Good problem-solving skills and attention to detail.

• Friendly, patient, and professional in supporting non-technical users.

• Eagerness to learn and develop technical skills further.

• Strong communication skills and a team-oriented approach.

• Interest in growing a career in Microsoft 365 and cloud technolog