(Temporary) IT Workplace Support Analyst

About the Role

This is a 3-month contract position. The Workplace Support Analyst provides deskside and remote IT support for PCs, end-user devices, and software within the region, reporting to the Workplace Support Lead or IT Manager.

Responsibilities

• Deskside & On-Site Support:
  • Maintain and support PC hardware/software, printers, scanners, photocopiers, conferencing equipment, and other endpoint devices.
  • Monitor and troubleshoot desktop issues (performance, connectivity, applications), manage virus outbreaks, and fulfill service requests (new PCs, moves, upgrades).
  • Provide support for non-desktop IT equipment (network devices, servers, telephony systems, server rooms).
  • Conduct routine and emergency site visits for IT incidents and infrastructure inspections.
• Incident & Request Management:
  • Meet service level and operational targets for incident resolution and request fulfillment.
  • Escalate potential service level breaches to the regional Head of IT.
  • Keep stakeholders informed about ongoing incidents.
• Collaboration & Coordination:
  • Work with local third-party service providers for troubleshooting and escalation.
  • Allocate tasks to IT contacts and super users in remote offices, providing remote guidance.
  • Document known errors and workarounds for Service Desk use.
• Infrastructure & Projects:
  • Assist with network, server, and storage tasks under guidance from regional/global teams.
  • Provide last-mile support for hardware installation/removal and problem diagnosis.
  • Support IT projects and office moves.
  • Report local infrastructure issues (e.g., server room safety) to relevant staff.
• Compliance & Improvement:
  • Follow Mott MacDonald standards, policies, and regulations, including change management.
  • Record all IT support work in the IT management system.
  • Maintain accurate IT asset records.
  • Identify service improvements and own actions within the Workplace Services Improvement Plan.

Qualifications

• IT-related qualifications desirable.
• Microsoft Desktop training (MCSA for Windows Desktop preferred).
• ITIL Foundation Certificate highly desirable.

Skills

• Minimum 1 year of Desktop Support experience, ideally on a Service Desk.
• Strong knowledge of desktop environments (hardware, software, corporate apps).
• Experience in global organizations beneficial.
• Familiarity with ticketing systems and service-level environments.
• Knowledge of cybersecurity principles, frameworks, and threat mitigation strategies.
• Excellent customer service and communication skills.
• Ability to interact clearly and concisely with senior staff under pressure.
• Strong English language proficiency.

Benefits

Our comprehensive benefits package is designed to support the health, wellbeing, financial security, and professional growth of our employees. Eligible employees have access to:

• Medical, dental, and vision coverage
• FSA and HSA accounts
• Company-paid life insurance
• Short-term and long-term disability coverage
• Competitive 401(k) plan with company matching
• Paid time off, paid holidays, and caregiver leave
• Employee referral bonuses
• Professional registration and membership reimbursements
• Tuition assistance for continued learning and career development

Location(s): Pensacola, FL, US

Contract Type: Contract

Work Pattern: Full Time

Recruiter Contact: Leigha Tipley