IT Support Specialist

Hyra; United States; Remote; USD 31,000 - 43,000; Full time

Job summary

Project People is sourcing an Interim IT 1st Line Support for a leading organisation, based in Carlisle with occasional travel to sites. You will be the frontline for IT issues, delivering high quality support across hardware, software and services while learning a broad range of technologies.

You'll handle inboxes, calls and face-to-face requests, log incidents, provide first‑line resolution for Microsoft 365, AD, SharePoint and Exchange, and assist with user lifecycle tasks.

Qualifications

• At least 1 year of experience in corporate 1st line IT support.

Responsibilities

• Act as the first point of contact for IT support requests via phone, email and in person.
• Log, manage and resolve incidents and service requests via the ticketing system.
• Provide first-line support across Microsoft 365, email, business applications, hardware, networks and peripherals.
• Support the full user lifecycle including onboarding, access changes and account administration.
• Configure and support laptops, mobile devices, tablets, printers and other IT equipment.
• Provide remote desktop support and basic remediation.
• Perform routine system and network checks to identify issues.
• Diagnose and resolve hardware, software and network faults.
• Collaborate with third-party vendors and internal IT teams for complex issues.
• Assist VIP users when required.
• Support equipment moves or changes and network maintenance/upgrades.
• Create knowledge base articles and SOPs.
• Work to service levels and ITIL practices.
• Occasionally travel to other company sites to provide hands-on support.

Skills

1st Line IT Support

Microsoft 365

Active Directory

Customer service

IT troubleshooting

Tools

Ticketing system

Job description

We're working with a leading organisation that is looking to appoint an Interim IT 1st Line Support to join its IT function for a period of 3 months

This is a fantastic opportunity for an IT professional looking to develop their technical skills within a supportive and collaborative environment. You'll act as the first point of contact for IT support across the business, providing a high-quality service to users while gaining exposure to a broad range of technologies, systems and infrastructure.

The role is based in Carlisle with occasional travel to supported sites if required.

The Role

As an IT 1st Line Support, you'll provide day-to-day technical support across hardware, software, applications, networks and user access.

Your responsibilities will include:

• Acting as the first point of contact for IT support requests via telephone, email and face-to-face.
• Logging, managing and resolving incidents and service requests through their ticketing system.
• Providing first-line support across Microsoft 365, email, business applications, hardware, networks and peripherals.
• Supporting the full user lifecycle, including new starters, leavers, access changes and account administration.
• Configuring and supporting laptops, mobile devices, tablets, printers and other office IT equipment.
• Providing remote desktop support, including troubleshooting, software installation and basic remediation.
• Carrying out routine system and network checks to identify potential issues.
• Diagnosing and resolving hardware, software and network faults.
• Working with third-party suppliers and internal IT teams to escalate and resolve more complex issues.
• Supporting VIP users where required.
• Assisting with IT equipment, software and user moves or changes.
• Supporting colleagues with network maintenance and upgrades, including switches, routers, servers and cabling.
• Creating and maintaining knowledge base articles and standard operating procedures.
• Working to agreed service levels and recognised IT service management practices.
• Travelling periodically to other company sites to provide hands‑on IT support.

About You

We're looking for someone with at least one year's experience in a corporate 1st Line IT Support environment who is keen to develop their technical career.

You’ll ideally have:

• Experience providing 1st Line IT support within a corporate environment.
• Strong communication, organisation and customer service skills.
• A proactive approach, with the confidence to take ownership and work independently.
• Experience installing, configuring, deploying and troubleshooting IT hardware, software and networks.
• Experience supporting Microsoft 365, Active Directory, SharePoint and Exchange.
• Experience supporting Android and iOS devices.
• Experience using a service desk/ticketing system
• A working knowledge of Active Directory, DNS, DHCP, virtualisation and business networking.
• An understanding of IT security principles, including firewalls, antivirus, web filtering and data protection.
• Knowledge of networking technologies including switches, routers, wireless access points, LAN/WAN, TCP/IP, VLANs, VPNs, SSL and IPSec.

Project People is acting as an Employment Business in relation to this vacancy.