1st Line Technical Support

At Community Integrated Care, technology plays a vital role in enabling our colleagues to deliver life‑changing support to people across the UK. We’re now looking for a 1st Line Technical Support Officer to join our IT Helpdesk team and be the first point of contact for our users nationwide.

This is a full‑time permanent office‑based role so the ideal candidate will be based within an hour’s commute of Widnes; upon completion of the probation period a hybrid working model is available.

What is “The Deal” for you?

• Flexibility: You can work your 37.5 hours over 4 days and enjoy a long weekend, or split the hours over 5 days to accommodate your other commitments (offered upon completion of the probation period).
• Pension: contributory pension scheme
• Benefits: retail discounts, holiday discounts, cycle‑to‑work scheme and travel discounts through our benefits app
• Best Lives Possible: You’ll be working for an award‑winning charity passionate about ensuring colleagues and the people we support lead the best lives bolder.
• Development: We’ll work with you to develop your career or to learn and experience new things. We’re passionate about developing our people!
• Support: From our Employee Assistance Programme (available 24/7), financial support options and wellbeing fund you’ll have the support available to lead an easier (financial) life.

In This Varied Role, You Will

• Act as the first point of contact for all IT queries via phone, email and the IT Helpdesk.
• Troubleshoot and resolve hardware, software, networking and user access issues.
• Log, update and fully document all tickets on the IT Helpdesk system.
• Set up and configure new equipment, user accounts and profiles.
• Support users with Office 365, Windows, Outlook, Teams and telephony systems.
• Maintain accurate asset records to support IT compliance and governance.
• Provide excellent customer service and clear technical guidance to colleagues.
• Escalate complex issues to 2nd Line Support or the IT Helpdesk Manager when required.
• Liaise with external support providers where issues cannot be resolved in‑house.
• Support IT data reporting, highlighting trends, risks and potential issues.

Our Ideal Candidate

We’re looking for a proactive, customer‑focused IT professional who enjoys working as part of a collaborative team.

You’ll Ideally Have

• Relevant 1st Line IT support experience, ideally in a multi‑site environment.
• A technical certification or IT‑related qualification.
• Strong working knowledge of Windows, Office 365 and basic networking.
• Experience using an IT Helpdesk system.
• Confidence supporting and troubleshooting PCs, printers and peripherals.

It would be great if you also have experience with

• RDS or thin client environments.
• User management using Entra or Active Directory.
• Remote support tools and networked printing.

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