IT Helpdesk Support Administrator

About the role

William Fry LLP is seeking an IT Helpdesk Support Administrator to provide first‑ and second‑level technical assistance across the firm. You will work closely with the Senior IT team, handling user queries, supporting office moves and ensuring smooth operation of the firm’s IT environment.

Key responsibilities

• Log and resolve support tickets while monitoring SLA performance.
• Set up PCs, laptops and audio‑visual equipment for new and existing users.
• Provide audio‑video conferencing and meeting‑room support.
• Maintain business applications such as document management, Citrix and email.
• Troubleshoot hardware issues on PCs, laptops and printers.
• Monitor the IT environment using real‑time reporting tools.
• Assist with information‑security queries.
• Participate in IT projects alongside senior team members.

Required profile

• Minimum six months of hands‑on helpdesk experience dealing directly with end‑users.
• Strong troubleshooting ability and comfort working under pressure.
• Excellent communication in clear spoken English.
• Good time‑management, teamwork and a willingness to learn new technologies.
• Flexibility for ad‑hoc duties and varied working hours.

Required skills

• Laptop imaging, setup and troubleshooting.
• Microsoft Windows 11 and Microsoft Office.
• Microsoft Active Directory, Exchange and Azure.
• iManage document management system and BigHand.
• Citrix.
• Fundamentals of networking.
• Virtualisation technologies.
• Windows Server (2016, 2019, 2025).