IT Support Analyst

Detroit Institute of Arts; Hertford; On-site; GBP 32,000 - 46,000; Full time

Job summary

The Detroit Institute of Arts is seeking an experienced IT Support Analyst to own day‑to‑day IT support for our UK business. You will work with the US IT team and lead issue resolution for Windows, macOS, mobile devices and Office 365.

You’ll manage new starter setups, device configurations and maintain licences while supporting conferencing systems and on‑premises equipment. Occasional weekend on‑call is required.

Qualifications

• Three to five years' experience supporting PC and laptop hardware and software in a business environment.
• Strong working knowledge of Windows, macOS, Microsoft 365 and Outlook.
• Hands-on Microsoft 365 administration, including Exchange Online, SharePoint, OneDrive, Teams and licence management.
• Solid troubleshooting skills across PCs, printers, networks and mobile devices.
• Practical networking knowledge, including Active Directory, TCP/IP, DNS and DHCP.
• Confident supporting desktops and servers, with the ability to work independently.
• Customer-focused, with the confidence to support technical and non-technical users.
• Proactive in spotting and preventing issues, not just resolving them.
• Clear, concise verbal and written communication.
• Strong organisation, time management and attention to detail.
• Takes ownership of issues through to resolution and escalates where needed.
• Works well in a team, under pressure and on own initiative.
• Flexible when needed to support a busy events business.

Responsibilities

• Be the first point of contact for UK IT support, in person, by phone and via Microsoft Teams; prioritise and resolve helpdesk tickets.
• Troubleshoot and repair Windows and macOS laptops, desktops and peripherals, printers, scanners, barcode scanners and other IT equipment.
• Support iOS and Android devices, including enrolment, configuration and mobile device management.
• Administer Microsoft 365, including Exchange Online, SharePoint, OneDrive, Teams, licences, mailboxes, shared resources, user accounts, access and MFA.
• Manage new starter setups and leaver processes, including account set up, access changes and equipment preparation.
• Install, configure and troubleshoot business applications, maintaining accurate software and licence records.
• Diagnose network and Wi‑Fi issues, including switching, TCP/IP. DNS, DHCP, escalating complex issues where required.
• Support meeting-room and video conferencing equipment, including Yealink systems.
• Carry out routine IT checks and maintenance, manage equipment stock and prepare, move, ship and receive hardware for office and site requirements.
• Liaise with suppliers to confirm delivery timescales and ensure new equipment is ready when required.
• Identify recurring issues and repetitive tasks to help and recommend hardware and software using existing tools.
• Document resolutions and contribute to internal IT guidance and knowledge base articles, escalating complex issues with clear troubleshooting notes.
• Work closely with the US IT team and participate in an occasional weekend on-call rota.

Skills

Windows

macOS

Microsoft 365

Outlook

Active Directory

IT support

Communication

Education

Degree or certification (relevant)

Tools

Okta

Freshservice

NinjaRMM

PowerShell

Microsoft Graph API

Job description

We are a global video and lighting service provider with multiple locations across the UK and the US. We bring an unrivalled service and technical know-how to every project we deliver, supporting exhibitions, concerts, touring, conferences, theatre, TV, film and retail.

We are seeking an experienced IT Support Analyst to join our team and take ownership of day-to-day IT support across our UK business. Working closely with our IT Support Manager (UK based) and the wider IT team in the US, you will be the primary technical point of contact for our UK employees.

This hands-on role needs strong desktop, mobile and network support experience. You'll resolve issues, elevate when needed and improve daily IT support, including early-day support for our US East Coast users.

This role is currently based at our Head Office in Harlow, Essex; however, it will relocate to our new Hertford facility towards the end of this year.

Key Responsibilities

• Be the first point of contact for UK IT support, in person, by phone and via Microsoft Teams; prioritise and resolve helpdesk tickets, keeping users updated and records accurate.
• Troubleshoot and repair Windows and macOS laptops, desktops and peripherals, printers, scanners, barcode scanners and other operational IT equipment.
• Support iOS and Android devices, including enrolment, configuration and mobile device management.
• Administer Microsoft 365, including Exchange Online, SharePoint, OneDrive, Teams, licences, mailboxes, shared resources, user accounts, access and MFA.
• Manage new starter setups and leaver processes, including account set up, access changes and equipment preparation.
• Install, configure and troubleshoot business applications, maintaining accurate software and licence records.
• Diagnose network and Wi‑Fi issues, including switching, TCP/IP. DNS, DHCP, escalating complex issues where required.
• Support meeting-room and video conferencing equipment, including Yealink systems.
• Carry out routine IT checks and maintenance, manage equipment stock and prepare, move, ship and receive hardware for office and site requirements.
• Liaise with suppliers to confirm delivery timescales and ensure new equipment is ready when required.
• Identify recurring issues and repetitive tasks to help and recommend hardware and software using existing tools.
• Document resolutions and contribute to internal IT guidance and knowledge base articles, escalating complex issues with clear troubleshooting notes.
• Work closely with the US IT team and participate in an occasional weekend on-call rota.

About you

• Three to five years' experience supporting PC and laptop hardware and software in a business environment with relevant degree or certification, or equivalent practical experience.
• Strong working knowledge of Windows, macOS, Microsoft 365 and Outlook.
• Hands-on Microsoft 365 administration, including Exchange Online, SharePoint, OneDrive, Teams and licence management.
• Solid troubleshooting skills across PCs, printers, scanners, networks and mobile devices.
• Practical networking knowledge, including Active Directory, TCP/IP, DNS and DHCP.
• Confident supporting desktops and servers, with the ability to work independently.
• Customer-focused, with the confidence to support technical and non-technical users.
• Proactive in spotting and preventing issues, not just resolving them.
• Clear, concise verbal and written communication.
• Strong organisation, time management and attention to detail.
• Takes ownership of issues through to resolution and escalates where needed.
• Works well in a team, under pressure and on own initiative.
• Flexible when needed to support a busy events business.

Desirable

• Experience with Okta, Freshservice, NinjaRMM or similar identity, ITSM and RMM platforms.
• PowerShell or Microsoft Graph API scripting to automate admin tasks.
• Interest in using AI tools for ticket triage, documentation or knowledge search.
• Experience supporting meeting-room AV or video-conferencing systems.
• CompTIA, Microsoft or equivalent IT certifications.
• Experience in warehouse, production or events environments.
• Ability to travel reliably to the current UK office in Harlow, Essex and the planned Hertford location.
• Comfortable with physical IT work, including moving and setting up monitors, docking stations, laptops, printers and other equipment.
• Willingness to travel occasionally to other company sites.
• Must have the right to work in the UK.

This is an excellent opportunity for a technically minded professional to develop and broaden their IT skills within a busy live events environment. The role offers working with a wide range of IT systems, support colleagues across the business and get involved in day-to-day technical challenges.

If you're looking for your next challenge and bring the skills and experience required, we'd love to hear from you.