- Provide first-level technical support to employees by phone, email, Teams, and in person.
- Respond to, prioritize, and resolve help desk tickets within established service levels.
- Troubleshoot hardware, software, connectivity, printing, Microsoft 365, and other common IT issues.
- Set up, configure, and maintain computers, laptops, monitors, mobile devices, printers, and other IT equipment.
- Create, modify, and disable user accounts and access permissions in accordance with company procedures.
- Assist employees with password resets, account access, MFA, and other user-access issues.
- Install, configure, and update software and applications.
- Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
- Assist with onboarding and offboarding employees, including equipment setup, account provisioning, and collection of IT assets.
- Maintain accurate records of IT equipment, software, licenses, and user assignments.
- Escalate complex or unresolved technical issues to appropriate internal or external IT resources.
- Monitor recurring issues and identify opportunities to improve systems, processes, and user experience.
- Maintain and update technical documentation, knowledge-base articles, and troubleshooting procedures.
- Assist with cybersecurity initiatives, including security awareness, endpoint protection, phishing prevention, and access controls.
- Support IT projects, system upgrades, deployments, and other technology initiatives as required.
- Ensure IT practices comply with company policies, security requirements, and applicable standards.
- Provide a high level of customer service and communicate technical information clearly to employees with varying levels of technical knowledge.
- Perform other IT-related duties as assigned.

Requirements

- Post-secondary education in Information Technology, Computer Science,



or a related field is preferred.
- 1-3 years of experience in a help desk, service desk, desktop support, or similar IT support role.
- Robust troubleshooting and problem-solving skills.
- Experience supporting Windows-based computers and Microsoft 365 environments.
- Familiarity with Active Directory, Entra ID/Azure AD, Microsoft Teams, and common IT support tools.
- Knowledge of basic networking concepts, including TCP/IP, Wi-Fi, VPNs, printers, and connectivity troubleshooting.
- Strong customer service and communication skills.
- Ability to prioritize multiple requests and work effectively in a fast-paced environment.
- Strong attention to detail and documentation skills.
- Ability to maintain confidentiality and handle sensitive information appropriately.

Core Competencies

Demonstrates expertise in providing first-level technical support, troubleshooting hardware and software issues, and managing user accounts within Microsoft 365 environments. Strong focus on customer service, effective communication, and maintaining IT compliance and documentation.

Highest-signal resume keywords

- Technical Support
- Troubleshooting Skills
- Microsoft 365 Support
- Active Directory Management
- Customer Service

ATS Optimization Keywords

Hard Skills

- Troubleshooting
- User Account Management
- Software Installation
- Networking Concepts
- Microsoft 365
- Windows Support
- Technical Documentation
- Cybersecurity Awareness
- Help Desk Support
- IT Equipment Maintenance

Soft Skills

- Problem-Solving
- Communication Skills
- Attention to Detail
- Confidentiality
- Time Management

Industry Keywords

- IT Support
- Service Desk
- Desktop Support
- Technical Documentation
- User Access Management

Tools & Technologies

- Microsoft Teams
- Outlook
- SharePoint
- OneDrive
- Entra ID/Azure AD
- Help Desk Tools
- VPNs
- TCP/IP
- Wi-Fi
- Printers

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📌 Help Desk Analyst (Aylmer)
🏢 Jobtailor
📍 Aylmer