IT Administrator – First‑line Support

About the role

The Information Technology Administrator will serve as the first point of contact for all IT incidents reported by end users. You will provide prompt Level 1 troubleshooting, ensure tickets are managed end‑to‑end, and support secure access to corporate resources.

Key responsibilities

• Receive and respond to IT incidents via email, phone, and online channels.
• Perform Level 1 troubleshooting with first‑call resolution using remote assistance tools such as Bomgar.
• Log, track, and close tickets in accordance with ITIL best practices and Service Level Agreements.
• Administer password resets, account unlocks, and BitLocker recovery PIN support.
• Onboard users to Cisco Duo two‑factor authentication and manage access to network shared drives.
• Maintain and update Level 1 troubleshooting questionnaires.

Required profile

• Experience acting as the first responder for IT incidents.
• Familiarity with ticket lifecycle management and SLA monitoring.
• Ability to follow ITIL processes for incident handling.

Required skills

• Remote assistance tools (e.g., Bomgar).
• ITIL incident management methodology.
• BitLocker recovery PIN administration.
• Cisco Duo two‑factor authentication setup.
• Password reset and account unlock procedures.
• Network shared drive access management.