Overview

Responsibilities

Helpdesk & End-User Support

• Serve as the first point of contact for all helpdesk tickets, calls, and email requests — triaging, tracking, and resolving incidents in a timely and professional manner.
• Diagnose and resolve hardware, software, and connectivity issues for on-site and remote employees.
• Support end users across the Microsoft 365 suite: Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint.
• Provide clear, jargon-free guidance to non-technical stakeholders and escalate issues appropriately.
• Document resolutions thoroughly; contribute to and maintain the IT knowledge base and self-serve resources.

Microsoft Ecosystem Administration

• Administer Microsoft 365 user accounts, licenses, permissions, distribution groups, and shared mailboxes via the Microsoft Admin Centre and Entra ID (Azure AD).
• Support configuration and ongoing management of Microsoft Intune for endpoint policy, device compliance, and mobile device management (MDM/MAM).
• Assist with SharePoint site administration, Teams governance, and OneDrive configuration.
• Participate in rollouts of Microsoft platform updates, new features, and security policy changes.
• Maintain working knowledge of Microsoft licensing to support cost-effective optimization.

MFA & Identity / Access Management

• Administer and support Multi-Factor Authentication (MFA) enrollment, reset, and troubleshooting for all staff — using Microsoft Authenticator and Conditional Access policies.
• Manage user onboarding and offboarding workflows: provisioning and deprovisioning accounts, access rights, and devices.
• Support identity and access governance aligned with IT security standards and best practices.
• Monitor basic security alerts and flag anomalies to senior IT staff; assist with audit and compliance activities.

Equipment & Hardware Management

• Manage the full hardware lifecycle: procurement, imaging, configuration, deployment, maintenance, and decommissioning.
• Perform PC builds, OS imaging, application installations, and hardware upgrades (RAM, storage, etc.).
• Ensure physical desktop connections, peripherals, and network endpoints are maintained in proper working order.
• Coordinate vendor relationships for warranty repairs, hardware procurement, and equipment returns.
• Support the setup and operation of AV and video conferencing technology for meetings and company events.

IT Asset & Inventory Management

• Own and maintain B&R's IT asset register — tracking computers, monitors, mobile devices, peripherals, and accessories with accuracy.
• Monitor software licensing and subscription renewals to ensure compliance and avoid gaps or overages.
• Develop and maintain documentation for standard hardware and software configurations and IT procedures.
• Contribute data to capacity planning and hardware refresh cycle discussions.

Learning, Documentation & Continuous Improvement

• Actively pursue professional development — B&R's IT team highly values self-directed learning and certifications.
• Maintain and continuously improve IT runbooks, how-to guides, and internal process documentation.
• Participate in team conversations on tooling, process optimization, and emerging technologies.
• Collaborate with the Desktop Support & Network Administrator, SQL & Integration Specialist, and Director, IT on cross-functional projects and initiatives.