Junior IT Support Technician

SUMMARY:
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POSITION INFO:

Position: Junior IT Support Technician

Role Overview
The Junior IT Support Technician will provide first-line IT support, assist with Microsoft 365

administration, support infrastructure tasks, and contribute to ongoing IT projects.

Key Responsibilities

End-User Support

Provide first-line support (hardware, software, network issues)

• Log and manage helpdesk tickets

• Troubleshoot common issues and provide timely user feedback

Microsoft 365 Support

• Assist with user setup (accounts, licensing, email, Teams)

• Basic troubleshooting (Outlook, Teams, OneDrive)

• Support Copilot rollout and basic user guidance

Device & Asset Management

Prepare and configure devices for new staff

• Maintain asset register (e.g., Lansweeper)

• Assist with hardware upgrades and replacements

Basic Network Support

• Assist with Wi-Fi and connectivity troubleshooting

• Perform basic site checks

• Escalate complex issues when required

Project Support

Assist with IT projects (office setups, upgrades, migrations)

• Follow structured processes and documentation

Security & Compliance

• Adhere to IT security policies

• Assist with antivirus checks and updates

• Report suspicious activity

Minimum Requirements

Relevant certifications (A+, N+, etc.)

• 1+ year experience in IT support / helpdesk

• Basic knowledge of:

o Windows 10/11

o Microsoft 365 (Outlook, Teams, OneDrive)

o Networking fundamentals

• Good troubleshooting and communication skills

Advantageous

• Exposure to Active Directory / Azure AD

• Experience with asset management tools

Key Attributes

• Willingness to learn and take initiative

• Strong user communication skills

• Structured and process-driven

• Reliable and accountable

Reporting Line

• Reports to: IT Manager

• Works closely with: IT Support Team

Success Measures (KPIs)

• Tickets responded to and resolved within acceptable timeframes

• Positive user feedback

• Accurate device setup for new employees

Effective escalation of complex issues