Job Description

Role summary
Provide day-to-day IT support and systems maintenance for a small/medium office.
Maintain user productivity (MS Office proficiency required), manage desktop/laptop
environments, and support basic automation and scripting tasks by applying practical
coding knowledge. Act as first line of technical troubleshooting and escalate complex
issues.
Key responsibilities

• Provide on-site and remote support for end-users: Windows/Mac desktops,

Office 365/MS Office issues, printers, network connectivity, VPN.

• Install, configure and maintain workstations, peripherals and basic network

hardware.

• Manage user accounts, permissions and basic Active Directory/Office 365

administration.

• Create and maintain documentation: SOPs, knowledge base articles, asset

inventory.

• Use scripting or simple coding (PowerShell, Python, Bash, or similar) to

automate repetitive tasks, create reports, and support small integration tasks.

• Support software rollouts and updates; test basic application compatibility.
• Monitor system health and escalate incidents to senior IT or vendors when

required.

• Participate in IT projects: setup of new hires, hardware refreshes, backup

testing.

• Maintain security hygiene: patching, user training on phishing, device

encryption basics.
Required technical skills

• Fluent user of MS Office suite (Word, Excel -- including intermediate Excel:

formulas, pivot tables; Outlook, PowerPoint).

• Practical understanding of coding concepts: variables, control flow, functions,

basic debugging. Able to read and modify simple scripts.

• Experience writing/maintaining simple scripts or macros (PowerShell, Python,

or similar).

• Basic Windows troubleshooting and configuration. Familiarity with macOS is

advantageous.

• Basic networking knowledge (TCP/IP, DHCP, DNS, LAN/Wi-Fi

troubleshooting).

• Familiarity with Office 365 administration and cloud-based apps.
• Comfortable with documentation and using ticketing systems (e.g., Jira,

Zendesk, ServiceNow).
Desired traits and soft skills

• Fast learner, pragmatic problem solver, methodical.
• Clear communicator; able to explain technical issues to non-technical staff.
• Responsible with confidentiality and data security.
• Comfortable working under direction and escalating when needed.

Performance targets (first 90 days)

• Resolve ?80% of first-line tickets without escalation.
• Document onboarding checklist and update existing SOPs for top 10 recurring

issues.

• Automate at least one repetitive admin task with a script that reduces manual

time by measurable amount.

• Complete assigned security training and verify device encryption for company

fleet.

Skills Required