IT Support Specialist: Live Events Tech & 365

Detroit Institute of Arts; Hertford; On-site; GBP 30,000 - 55,000; Full time

Job summary

The Detroit Institute of Arts seeks an experienced IT Support Analyst to own day-to-day IT support for its UK operations. The role is based at the UK head office with relocation to a Hertford facility planned later this year, and involves close collaboration with the US IT team.

Responsibilities include troubleshooting Windows/macOS, managing Microsoft 365, mobile devices, networking, AV systems, and supporting new starters, while ensuring accurate records and on-going service improvements in a

Qualifications

• 3–5 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, scanners, networks and mobile devices.
• Practical networking knowledge, including Active Directory, TCP/IP, DNS and DHCP.

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.

Skills

Windows

macOS

Microsoft 365

Outlook

Active Directory

Networking

Mobile device management

Education

Bachelor's degree or equivalent in IT/Computing

Tools

Okta

Freshservice

NinjaRMM

PowerShell

Microsoft Graph API

Job description

The Detroit Institute of Arts seeks an experienced IT Support Analyst to own day-to-day IT support for its UK operations. The role is based at the UK head office with relocation to a Hertford facility planned later this year, and involves close collaboration with the US IT team.

Responsibilities include troubleshooting Windows/macOS, managing Microsoft 365, mobile devices, networking, AV systems, and supporting new starters, while ensuring accurate records and on-going service improvements in a