Role Purpose

First point of contact for end-user IT support. Handles day-to-day technical issues, hardware/software requests, and onboarding/offboarding tasks, escalating complex issues to the appropriate specialist.

Key Responsibilities

• Provide first-line support for hardware, software, and connectivity issues via ticketing system, phone, and in-person
• Manage user onboarding and offboarding: account creation/deactivation, device provisioning, access requests
• Perform basic troubleshooting for M365 apps (Outlook, Teams, SharePoint, OneDrive)
• Maintain IT asset inventory (laptops, mobile devices, peripherals)
• Escalate security-related issues (phishing reports, suspicious activity, potential incidents) to the Cybersecurity Lead promptly
• Support meeting room / AV equipment and basic network troubleshooting
• Maintain accurate ticket documentation and contribute to the internal knowledge base
• Assist with software deployment and patching as directed

Required Skills / Experience

• 1–3 years in a service desk or IT support role
• Familiarity with Windows/macOS environments and M365 applications
• Strong customer service and communication skills
• Basic understanding of security hygiene (phishing awareness, password practices) to support escalation responsibilities
• CompTIA A+, Security+ and Network+ are a plus, not required