IT Support Analyst

Salary:£40,000 - £50,000

Our client is an exciting, innovative organisation that sits in the medical technology field whose amazing technology is helping patients and their doctors have a shorter path to receiving diagnoses.


The Helpdesk IT Support Analyst is a critical member of the IT team, responsible for supporting local and remote users in a fast growing company with 24/7 operations. This position will provide initial contact for internal company employees seeking assistance and support of computer hardware, software applications, and other various desktop devices. Other duties include light network and server administration. This hands-on position will support all employees and offices globally, but focused on and based in the UK office.

Other support includes users working out of their homes and in the field throughout the United States. This person will have the opportunity to make a positive impact on the department and organization since this role is very visible within the company.

Responsibilities and duties:

  • On/Off-Boarding, process new hire requests, image and deploy laptops to new hires and perform IT onboarding
  • Perform New Hire Orientations
  • Process off-boarding requests, asset recovery, and machine reimaging
  • Helpdesk
  • Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
  • Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issue
  • Research technical solutions in department specific applications
  • Troubleshoot, diagnose, and repair desktop, laptop, and mobile issues
  • Follow up with end users, provide feedback, and see problems through to resolution
  • Support multiple company locations and must be versed in providing remote support
  • Participate in a rotation to provide after-hours/weekend on-call coverage
  • Adhere to service level agreements
  • Document procedures and develop end user instructions
  • Hardware Support
  • Install, configure, repair and maintain computers, desktop operating systems, software, and peripherals
  • Troubleshoot network and remote access connectivity issues
  • Knowledge of iPads, iPhones, Android a plus
  • Software and Application Support
  • Microsoft Office Suite (Word, Excel, Power Point, Outlook)
  • Adobe
  • AV
  • Remote control
  • Other workstation applications
  • Zoom & Collaboration Tools (Teams & Zoom)
  • Asset Management
  • Keep up-to-date records on all IT related hardware and maintain the inventory database and related records
  • Ensure license compliance
  • Light Server Administration
  • Light Network Administration
  • Smart Hands
  • Provide eyes/hands/feet support for remote Engineering teams
  • Comfortable with MDF/IDF rooms and equipment
  • Support 3rd party site techs as needed (telcos, workstation techs, other technical dispatches, etc.)
  • Vendor management and interaction for hardware, software, and service troubleshooting and resolution
  • Project & New Technology Support

Experience & Attributes Required

  • Hands on IT Helpdesk & Desktop experience required
  • Network and server administration experience
  • High energy and ability to work independently in a very fast growth environment
  • Extensive knowledge and hands-on experience with Microsoft operating systems, desktop/laptop deployment and imaging solutions, Microsoft Office Suite, Microsoft Office 365
  • Ability to effectively and efficiently troubleshoot hardware and software issues
  • Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
  • Lightweight routing and switching experience. Cisco Meraki a plus
  • Lightweight knowledge and hands-on experience with Microsoft Server operating Systems & Active Directory
  • Excellent customer service skills
  • Ability to communicate effectively, verbally and in writing
  • Self-sufficient, self-managed, self-motivated, must be effective working independently
  • Ability to work within a team of technicians
  • Must have good people skills, working directly with end users both in person and on the phone

Education and Certifications

  • Minimum AA degree in Information Systems, related field, or equivalent experience
  • Microsoft MCP, MCDST, MCSE or MCITP, HDI Support Center Analyst or HDI Desktop Support Technician are a plus
  • Microsoft certifications a plus


If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been selected for this role.

Apply now


    Would you like to discuss this role further?
    Speak to the 2i Team: 01483 414719
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