JR IT Helpdesk Analyst

Role Overview

This position serves as the frontline technical resource for employees across multiple locations, handling everything from daily desktop issues to network connectivity problems that directly affect productivity. The role is essential in maintaining a stable, secure IT environment by resolving tickets, preparing hardware, and ensuring business-critical applications run smoothly. Day‑to‑day work blends hands‑on equipment setup with remote troubleshooting, requiring both technical depth and a service‑oriented mindset.

Key Responsibilities

• Provide first‑ and second‑level support for laptops, desktops, mobile devices, printers, and related peripherals – both on‑site and via remote tools.
• Build, configure, and deploy new workstations: install operating systems, enable BitLocker encryption, load device drivers, set up network profiles, and join devices to the domain.
• Troubleshoot software issues across the Microsoft 365 stack, VPN clients, VoIP handsets, endpoint management agents, and EDR tools.
• Diagnose complex network faults using monitoring platforms and a structured OSI‑model approach (cabling, switches, DNS, DHCP, firewalls).
• Maintain a detailed inventory of all IT assets – track assignments, manage refresh cycles, and coordinate returns or re‑deployments.
• Document every interaction in the ITSM tool, adhering to service‑level agreements and escalation paths.
• Act as the designated IT contact for smaller branch offices or remote accounts, handling their urgent requests and coordinating hardware shipments or on‑site visits.
• Support executive‑level users with high‑touch remote assistance via chat, phone, and screen‑sharing sessions.

Requirements & Qualifications

• Two or more years of experience in a help desk, service desk, or desktop support role.
• Hands‑on proficiency with Windows 10/11, Microsoft 365 administration, VPN configuration, and VoIP phone systems.
• Familiarity with IT service management platforms (e.g., ServiceNow, Jira Service Management, Freshservice) and the ticketing lifecycle.
• Working knowledge of endpoint management tools (Microsoft Intune, SCCM, or similar) and basic cybersecurity concepts such as EDR and BitLocker.
• Solid grasp of networking fundamentals: TCP/IP, routing, switching, and common troubleshooting utilities (ping, tracert, nslookup, Wireshark).
• Experience tracking IT hardware inventory and conducting quarterly audits.
• Strong verbal and written communication skills – able to explain technical issues to non‑technical users and remain calm under pressure.
• A self‑starter attitude with the ability to prioritise competing requests in a fast‑paced environment.

What We Offer / Why Join

You will have room to grow your technical skills through exposure to modern enterprise tools and a supportive team that values knowledge sharing. The role offers the satisfaction of directly improving the daily work experience of colleagues and clients, and you will be encouraged to take ownership of your projects. We believe in investing in people – if you show initiative, you will find opportunities to move into more senior infrastructure or security roles over time.