You will be responsible for delivering first-level IT support services, assisting in the operation and maintenance of the department’s infrastructure, and providing responsive and professional service to internal and external stakeholders.

Key Responsibilities:

• Deliver IT support via phone, email, and in person
• Monitor and respond to service desk tickets, incidents, and service requests in a timely and accurate manner
• Troubleshoot issues involving hardware, software, networking, and peripherals
• Provide support across Windows 10/11, Microsoft 365, Exchange Online, Active Directory, and Azure AD
• Maintain asset records and support mobile device management (iOS and Android)
• Use ITSM tools (e.g., ServiceNow) to record, manage, and escalate issues
• Assist with systems administration tasks including SCCM imaging, software deployment, user account management, backups, and endpoint protection
• Support the execution of ICT projects and participate in testing activities
• Contribute to operational documentation and process improvement

Required Qualifications and Experience

• Bachelors Degree or equivalent in Information Technology, Computer Science, or related field, or equivalent relevant work experience
• Minimum of 2 years’ experience in a service desk or technical support role
• Experience with:
  
  • Microsoft Windows operating systems (10/11)
  • Microsoft Office 365 suite and Teams
  • Active Directory, Exchange Online, and Azure AD
  • Endpoint management tools such as SCCM
  • Remote access tools (e.g., Citrix, VPN)
• Familiarity with ITIL-based service management frameworks
• Demonstrated ability to analyse, troubleshoot, and resolve technical issues independently
• Excellent communication, interpersonal, and customer service skills

Desirable Qualifications and Experience

• ITIL Foundation certification
• Experience in government or regulated environments
• Exposure to scripting or automation tools
• Knowledge of Citrix environments
• Familiarity with mobile device management tools and iOS/Android platforms

Salary region US$80-100k plus excellent benefits.

If this sounds like a good match for you and you would like to learn more, we would welcome your application. Go ahead and apply. 
  
We believe in inclusive workplaces, and we are happy to consider any reasonable adjustments that candidates may require during the recruitment process; you will be asked if you require any during the application process. If you’d like to request additional options, please email Colin@theagency.ky