IT Analyst

wExpress Network is looking for a reliable and hands-on IT Analys
t to join our IT team. This role will be responsible for providing Level 1 and Level 2 technical support across the organization, supporting end users, systems, applications, hardware, network equipment, and day-to-day IT operations

.
The ideal candidate is customer-focused, organized, technically curious, and comfortable troubleshooting a wide range of IT issues. This position will work closely with senior systems administrators and IT leadership on support tickets, infrastructure tasks, user onboarding/offboarding, and ongoing IT project

s.
On-Site Presence: expected to be on-site in the office, 5 days a week

• tiesProv
  ide Level 1 and Level 2 sup
  port for end users across the organisat
• tion.
  
  Troubleshoot and resolve helpdesk tickets related to hardware, software, network, network, network, network, access, printers, phones, and business applicati
• ons.
  
  Prov
  ide desktop sup
  port for laptops, desktops, monitors, docking stations, peripherals, and mobile devi
• ces.
  
  Prov
  ide remote sup
  port for users working outside the off
• ice.
  
  Manage and update tickets in the company helpdesk system, ensuring accurate documentation and timely follow
• -up.
  
  Supp
  ort Microsoft 365, including Outlook, Teams, One Drive, SharePoint, Exchange, and user account iss
• ues.
  
  Assist w
  ith Azure / cloud sup
  port, including user access, basic identity management, and cloud-based servi
• ces.
  
  Support SaaS business applications, including user access, troubleshooting, and vendor coordination when nee
• ded.
  
  Provide support for VoIP phone sys
  tems, including phone setup, troubleshooting, user changes, and basic call flow supp
• ort.
  
  Assist w
  ith network sup
  port, including Level 1 and Level 2 troubleshooting for connectivity, Wi-Fi, switches, access points, and related syst
• ems.
  
  Support and troubleshoot the company’s Ubiquiti / Uni Fi network st
• ack.
  
  Assist w
  ith NAS server sup
  port, file access, permissions, and basic storage troubleshoot
• ing.
  
  Support physical and cloud-based servers under the guidance of senior IT st
• aff.
  
  Provide printer and copier support, including troubleshooting print issues, driver installation, and vendor coordinat
• ion.
  
  Image, configure, and deploy laptops and desktops for new and existing employ
• ees.
  
  Assist with employ
  ees onboarding and offboar
  ding, including account creation, equipment setup, access changes, and equipment collect
• ion.
  
  Maintain IT asset inventory and help track hardware assignme
• nts.
  
  Assist senior systems administrators with IT infrastructure projects, upgrades, migrations, and maintenance ta
• sks.
  
  Provide after-hours and weekend support as needed for urgent issues, maintenance windows, or business-critical outa
• ges.
  
  Create and maintain IT documentation, knowledge base articles, and standard operating procedu
• res.
  
  Follow security best practices when handling accounts, passwords, devices, and company d
• ata.
  
  Escalate complex issues to senior IT staff while continuing to assist with troubleshooting and document at

• tions2+ years of experience in helpdesk, desktop support, IT support, or a similar technical
• role.
  
  Experience supporting Windows laptops and desk
• tops.
  
  Working knowledge of Microsoft 365, including Outlook, Teams, One Drive, SharePoint, and Exch
• ange.
  
  Experience troubleshooting common hardware, software, printer, network, and user access is
• sues.
  
  Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, VPN, Wi-Fi, switches, and firew
• alls.
  
  Experience using a ticketing/helpdesk sy
• stem.
  
  Ability to provide both in-person and remote sup
• port.
  
  Strong customer service and communication sk
• ills.
  
  Ability to prioritize tickets, manage multiple requests, and follow through to resolu
• tion.
  
  Comfortable working independently while also collaborating with other IT team mem
• bers.
  
  Willingness to provide after-hours or weekend support when ne
• eded.
  
  Strong troubleshooting and problem-solving sk
• ills.
  
  Professional, patient, and service-oriented atti
• tude.
  
  Good documentation ha
• bits.
  
  Strong attention to de
• tail.
  
  Ability to explain technical issues clearly to non-technical u
• sers.
  
  Dependable and able to work in a fast-paced environ
• ment.
  
  Willing to learn and grow into more advanced systems,…