{"id":1618084,"url":"https://alion.io/job/acadia-it-support-analyst","title":"IT Support Analyst","company":{"id":1870682,"name":"Acadia","domain":"acadia.io","url":"https://alion.io/company/acadia-io","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-04T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hertford, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":97000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":377},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"ITSM","optional":true},{"name":"Okta","optional":true},{"name":"PowerShell","optional":true}],"status":"live","first_seen_at":"2026-09-30T23:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-04T22:45:54Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"We are a global video and lighting service provider with multiple locations across the UK and the US. We bring an unrivalled service and technical know-how to every project we deliver, supporting exhibitions, concerts, touring, conferences, theatre, TV, film and retail.\n\nWe are seeking an experienced IT Support Analyst to join our team and take ownership of day-to-day IT support across our UK business. Working closely with our IT Support Manager (UK based) and the wider IT team in the US, you will be the primary technical point of contact for our UK employees. \nThis hands-on role needs strong desktop, mobile and network support experience. You’ll resolve issues, escalate when needed and improve daily IT support, including early-day support for our US East Coast users.\nThis role is currently based at our Head Office in Harlow, Essex; however, it will relocate to our new Hertford facility towards the end of this year.\n\nKey Responsibilities\nBe the first point of contact for UK IT support, in person, by phone and via Microsoft Teams; prioritise and resolve helpdesk tickets, keeping users updated and records accurate.\nTroubleshoot and repair Windows and macOS laptops, desktops and peripherals, printers, scanners, barcode scanners and other operational IT equipment. \nSupport iOS and Android devices, including enrolment, configuration and mobile device management.\nAdminister Microsoft 365, including Exchange Online, SharePoint, OneDrive, Teams, licences, mailboxes, shared resources, user accounts, access and MFA. \nManage new starter setups and leaver processes, including account set up, access changes and equipment preparation. \nInstall, configure and troubleshoot business applications, maintaining accurate software and licence records. \nDiagnose network and Wi-Fi issues, including switching, TCP/IP. DNS, DHCP, escalating complex issues where required. \nSupport meeting-room and video conferencing equipment, including Yealink systems.\nCarry out routine IT checks and maintenance, manage equipment stock and prepare, move, ship and receive hardware for office and site requirements. \nLiaise with suppliers to confirm delivery timescales and ensure new equipment is ready when required.\nIdentify recurring issues and repetitive tasks to help and recommend hardware and software using existing tools.\nDocument resolutions and contribute to internal IT guidance and knowledge base articles, escalating complex issues with clear troubleshooting notes. \nWork closely with the US IT team and participate in an occasional weekend on-call rota.\nAbout you\nThree to five years’ experience supporting PC and laptop hardware and software in a business environment with relevant degree or certification, or equivalent practical experience.\nStrong working knowledge of Windows, macOS, Microsoft 365 and Outlook.\nHands-on Microsoft 365 administration, including Exchange Online, SharePoint, OneDrive, Teams and licence management.\nSolid troubleshooting skills across PCs, printers, scanners, networks and mobile devices.\nPractical networking knowledge, including Active Directory, TCP/IP, DNS and DHCP.\nConfident supporting desktops and servers, with the ability to work independently.\nCustomer-focused, with the confidence to support technical and non-technical users.\nProactive in spotting and preventing issues, not just resolving them.\nClear, concise verbal and written communication.\nStrong organisation, time management and attention to detail.\nTakes ownership of issues through to resolution and escalates where needed.\nWorks well in a team, under pressure and on own initiative.\nFlexible when needed to support a busy events business.\nDesirable\nExperience with Okta, Freshservice, NinjaRMM or similar identity, ITSM and RMM platforms.\nPowerShell or Microsoft Graph API scripting to automate admin tasks.\nInterest in using AI tools for ticket triage, documentation or knowledge search.\nExperience supporting meeting-room AV or video-conferencing systems.\nCompTIA, Microsoft or equivalent IT certifications.\nExperience in warehouse, production or events environments.\nAbility to travel reliably to the current UK office in Harlow, Essex and the planned Hertford location. \nComfortable with physical IT work, including moving and setting up monitors, docking stations, laptops, printers and other equipment. \nWillingness to travel occasionally to other company sites. \nMust have the right to work in the UK.\n\nThis is an excellent opportunity for a technically minded professional to develop and broaden their IT skills within a busy live events environment. The role offers working with a wide range of IT systems, support colleagues across the business and get involved in day-to-day technical challenges. \n\nIf you’re looking for your next challenge and bring the skills and experience required, we’d love to hear from you.","description_format":"text","description_chars":4839,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Sales & Marketing","Creative Agencies","Digital Marketing"],"lifecycle":[{"event":"open","at":"2026-10-01T20:38:39Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":30,"reasons":["conf:0","win:early"],"computed_at":"2026-10-04T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/acadia-it-support-analyst","json_url":"https://alion.io/job/acadia-it-support-analyst.json","meta":{"generated_at":"2026-10-05T01:16:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1649,"day_limit":5000,"remaining_today":3351,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}