Associate, IT Support Analyst

OVERVIEW

PURPOSE OF ROLE (WHAT IS REQUIRED OF THE JOBHOLDER TO ACCOMPLISH):

Ensure IT operational support for staff based in the US, providing consistent and reliable technical assistance.

RESPONSIBLE FOR:

• Provide first and second-line support for internal CreditHub systems.

• Support employees with Microsoft 365 tools including Copilot, Outlook, Teams, SharePoint, and OneDrive.

• Ensure all office technology (e.g., meeting room AV systems) is fully operational.

• Procure, configure, deploy, and repair computer hardware.

• Support the onboarding process by preparing accounts, devices, and access for new employees.

CORE RESPONSIBILITIES (FUNCTIONAL RESPONSIBILITIES):

• Provide first- and second-line IT support, including user setup, troubleshooting, and issue resolution across CreditHub systems.

• Set up workstations and equipment for both office-based and remote staff, including desk moves and reconfigurations.

• Ensure meeting rooms and collaboration spaces remain fully functional, including AV systems and conferencing tools.

• Manage employee lifecycle processes (joiners, movers, leavers), ensuring systems and hardware are aligned with policy.

• Maintain accurate hardware inventories and ensure device availability for new and existing staff.

• Install, update, and maintain hardware and software across the business.

• Collaborate with Mount Street’s IT managed service provider (Lanware) to ensure timely and effective support.

• Identify, propose, and implement automation or process improvements using Mount Street’s technology toolkit.

SKILLS AND COMPETENCIES

• A strong interest in IT with a desire to develop technical expertise.

• Working knowledge of computer hardware, software installation, and PC configuration.

• Ability to diagnose and resolve common technical issues.

• Strong problem‑solving skills and ability to collaborate effectively with colleagues.

• Customer‑focused mindset with clear communication skills when supporting users.