Responsibilities

• Acting as the go-to person for IT queries logged via phone, email, or in-person, triaging and resolving issues at first contact wherever possible
• Keeping the ticketing system up to date — logging, tracking, and documenting incidents from report through to resolution
• Escalating more complex problems to senior engineers with clear, accurate notes to speed up resolution
• Managing user accounts and access across Active Directory, Exchange, and related platforms
• Setting up, imaging, and maintaining laptops, desktops, mobile devices (including Surface and similar hardware), monitors, and peripherals
• Supporting onboarding/offboarding processes, device loans, and mobile device distribution
• Troubleshooting the Microsoft 365 suite (Word, Excel, PowerPoint, Outlook) including permissions, calendar sharing, and delegation issues
• Supporting mobile device management tools and remote/Citrix-bas...