1. User Support & Help Desk Management

• Serve as the first point of contact for all internal staff experiencing technical issues.

• Manage the entire IT support queue: All requests and tasks (including from the IT Manager) must be logged, prioritized, and tracked as a ticket from submission to resolution.

• Provide timely and professional support via approved channels: Chat, email, phone, and remote assistance tools.

• Troubleshoot and resolve issues related to:

o Software: Operating systems (Windows/macOS), Microsoft 365/Google Workspace, browsers, VPN, and core business applications.

o Connectivity: Remotely diagnosing Wi-Fi, VPN, and network access issues.

o Account & Access: Password resets, multi-factor authentication (MFA) issues, and permission adjustments.

• Coordinate Hardware Support:

o Remotely diagnose hardware failures (laptops, monitors, peripherals).

o Guide users through basic hardware troubleshooting (e.g., re-seating cables, reboots).

o Log and coordinate all physical hardware issues: Liaise with the IT Manager and/or third-party vendors for repair, replacement, or shipping of new/replacement devices.

• Escalate complex issues to the IT Manager or third-party vendors, while retaining ownership of the ticket until resolved.

2. User Lifecycle Management (Onboarding & Offboarding)

• Onboarding:

o Create and configure new user accounts (Active Directory, email, internal systems).

o Grant appropriate access to files, folders, and applications based on role-based permissions.

o Coordinate hardware deployment: Work with the IT Manager to ensure new hardware is provisioned (e.g., via Autopilot/Intune) and shipped to the new starter on time.

o Conduct remote IT induction sessions for new hires, walking them through security policies and system access.

• Offboarding:

o Execute the leaver process in a timely and secure manner.

o Immediately disable all user accounts and revoke access rights upon notification.

o Coordinate asset retrieval: Log and track the return of company hardware, coordinating with the IT Manager and the departing employee.

o Perform data backups of user accounts as per company policy.

3. Security Operations & Analysis

• Log Analysis: Perform regular (daily/weekly) reviews of security logs (e.g., firewall, antivirus, endpoint detection, O365) to identify suspicious activity or policy violations.

• Alert Management: Monitor and respond to security alerts from endpoint protection, email filtering, and other security tools.

• Incident Response: Act as a first responder for minor security incidents, such as phishing email reports or malware detection, and escalate to the IT Manager.

• Security Training:

o Manage the ongoing rollout of the security awareness training platform.

o Track and report on user completion rates.

o Assist in coordinating simulated phishing campaigns and analyzing the results.

• Vulnerability Management: Assist in identifying non-compliant devices and applying security patches to workstations and applications.

4. IT Systems Maintenance & Auditing

• Monthly IT Audits: Conduct regular scheduled audits, including:

o Backup Checks: Verify that all critical system backups (e.g., servers, cloud data) are completing successfully and log results.

o Access Reviews: Audit user permissions for key systems (e.g., shared drives, financial apps) to ensure compliance with the principle of least privilege.

o Patch Status: Report on the patch compliance of all workstations.

• Asset Management: Maintain an accurate digital inventory of all IT hardware and software assets, including license tracking.

• System Health: Assist in monitoring the health and performance of key IT infrastructure (e.g., network, cloud services).

5. Documentation & Project Support

• Documentation:

o Create and maintain clear, user-friendly documentation (Knowledge Base articles, "how-to" guides) for common IT issues.

o Assist in documenting internal IT processes, system configurations, and network diagrams (e.g., for E8 or other key systems).

• Project Assistance:

o Support the IT Manager with key IT projects as required.

o This includes tasks related to migrations (e.g., data migration, moving to a new software platform) or new system rollouts.

• Vendor Liaison: Assist in managing relationships with third-party IT vendors, logging support calls for external systems (e.g., ISP, software providers) when needed.