The University of Sheffield is a remarkable place to work. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world‑class university.
We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more. Find out more about our benefits and join us to become part of something special.
Overview
The IT Support Assistant plays a crucial role within both central IT Services and Faculty IT teams at the University of Sheffield. This position requires a good technical aptitude, problem‑solving skills, and competent communication abilities to deliver professional IT support to students and staff across the university.
You will provide comprehensive technical support for a range of IT systems and services, diagnosing and resolving moderate to complex technical issues with minimal supervision. Working across campus locations, you’ll apply your technical knowledge to address hardware, software and network problems while contributing to the continuous improvement of IT services.
This role offers excellent opportunities for career advancement in IT support. As a valued team member, you’ll develop specialised technical skills while supporting the university’s teaching, learning and research activities through reliable and efficient IT services.
Main Duties And Responsibilities
- Provide responsive IT support to students, staff and academics, resolving common technical issues and escalating more complex problems according to established procedures.
- Support the IT service desk and TechBar locations across central and faculty locations, delivering in‑person assistance with hardware, software and systems.
- Process and manage IT support tickets using the university’s service desk system (TOPdesk), ensuring accurate documentation and timely updates.
- Troubleshoot basic issues with Windows and macOS devices, peripherals, software applications and network connectivity.
- Assist users with university‑specific systems including email, VPN, Wi‑Fi, printing services and learning management platforms.
- Set up and configure equipment including computers, monitors, printers and other peripherals.
- Maintain and contribute to IT knowledge bases and self‑help resources for common issues.
- Participate in IT induction sessions for new staff and students, providing guidance on university systems.
- Support the preparation and deployment of IT equipment for university events and the start of academic terms.
- Develop understanding of faculty‑specific IT requirements to provide tailored support across different academic areas.
- Gather user feedback to help improve IT services and identify recurring issues.
- Carry out other duties, commensurate with the grade and remit of the post.
Person Specification – EEO Statement
We foster a culture where everyone feels they belong and is respected. Even if your past experience does not match perfectly with this role’s criteria, your contribution is valuable and we encourage you to apply. Please reference the application criteria in the application statement when you apply.
Essential and Desirable Criteria
- Essential (Application) – A-Level, BTEC, or equivalent qualification in an IT‑related field, or 1–2 years of practical experience in IT support.
- Essential (Application/Interview) – Demonstrated knowledge of computer hardware, operating systems (Windows and macOS) and standard software applications.
- Essential (Application/Interview) – Experience troubleshooting and resolving common technical issues with hardware, software and network connectivity.
- Essential (Application/Interview) – Working knowledge of IT security principles and data protection requirements.
- Essential (Application/Interview) – Experience using helpdesk or ticket management systems to track and resolve technical issues.
- Essential (Application/Interview) – Strong analytical and problem‑solving skills with the ability to diagnose issues methodically.
- Essential (Application/Interview) – Excellent communication skills with the ability to explain technical concepts clearly to users with varying levels of technical understanding.
- Essential (Application/Interview) – Ability to manage multiple priorities effectively and work independently with minimal supervision.
- Essential (Application/Interview) – Demonstrated ability to learn and adapt to new technologies and systems quickly.
- Essential (Application/Interview) – Technical certification such as CompTIA A+, Microsoft or Apple certification (assessed at: application/interview).
- Desirable (Application/Interview) – Knowledge of basic networking concepts and troubleshooting.
- Desirable (Application/Interview) – Experience in an educational or higher education IT environment.
Further Information
- Grade: 4
- Line Manager: IT Team Leader
- Direct Reports: None
- Our website: https://www.sheffield.ac.uk/it-services/about
Benefits
- A minimum of 38 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
- Flexible working opportunities, including hybrid working for some roles.
- Generous pension scheme.
- A wide range of discounts and rewards on shopping, eating out and travel.
- A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women’s and Parent’s networks).
- Recognition Awards to reward staff who go above and beyond in their role.
- A commitment to your development access to learning and mentoring schemes.
- A range of generous family‑friendly policies
- paid time off for parenting and caring emergencies
- support for those going through the menopause
- paid time off and support for fertility treatment
- and more
We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.
Possession of a criminal record is not an automatic bar to employment at the University of Sheffield. We recognise the value of steady employment in the rehabilitation process and examine each case in its own right. More information can be found on our Information for candidates page: https://www.sheffield.ac.uk/jobs/candidates.
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