IT Support Analyst - Contract

About the Role We are seeking an experienced IT Support Specialist to join our client, providing Level 1-2 end-user support across our Microsoft 365 environment and IT infrastructure.

This role is central to ensuring smooth day-to-day IT operations, effective coordination across internal and external stakeholders, and a positive employee technology experience.

Key Responsibilities Microsoft 365 & End-User Support

Provide day-to-day support for Microsoft 365 applications, including Teams, Outlook, SharePoint, and OneDrive

Troubleshoot user issues related to email, collaboration tools, file sharing, and permissions

Technical Troubleshooting

Diagnose and resolve hardware/software issues on PCs and mobile devices

Support and maintain meeting room equipment (video conferencing systems, displays, audio equipment)

Troubleshoot basic network connectivity issues (Wi-Fi, LAN, VPN)

Onboarding / Offboarding

Set up IT accounts, hardware, and access for new hires

Manage timely and secure deactivation of accounts and retrieval of equipment for departing staff

IT Asset & Inventory Management

Maintain accurate records of IT assets (laptops, mobile devices, peripherals, licenses)

Track asset lifecycle, allocation, and disposal in accordance with company policy

Issue Management & Stakeholder Coordination

Serve as a liaison between internal teams (JGES, ICT, GM IT, ITSS) and external vendors to resolve escalated issues

Track and manage tickets through resolution, ensuring SLAs are met

Escalate complex issues to L3 support or relevant specialist teams as needed

IT Operations & Project Support

Identify opportunities for IT process improvement and contribute to implementation

Support various IT projects, including rollouts, migrations, and system upgrades

Document processes, known issues, and solutions for knowledge-sharing purposes

Requirements

3-5 years of experience in IT support, helpdesk, or related end-user support roles

Solid working knowledge of Microsoft 365 (Teams, Outlook, SharePoint, OneDrive) administration and troubleshooting

Hands-on experience troubleshooting PC hardware, mobile devices, and basic networking

Experience with meeting room / AV equipment support is a plus

Familiarity with IT asset management practices and tools

Experience coordinating with multiple internal teams and external vendors

Strong communication skills, with the ability to explain technical issues to non-technical users

Ability to prioritize and manage multiple tickets/issues simultaneously

Relevant certifications (e.g., Microsoft 365 Certified, CompTIA A+, ITIL Foundation) are a plus