IT Support Technician

Provide high-quality, customer-focused first and second-line technical support to university staff, students, and visitors. The role involves installing, maintaining, and troubleshooting IT hardware, software, and audio-visual (AV) equipment, ensuring minimal disruption to teaching, learning, and research activities.

Main Duties and Responsibilities

• Respond to IT helpdesk tickets (in-person, phone, email) to resolve incidents related to desktop PCs, laptops, AV, mobile devices, and software, ensuring adherence to Service Level Agreements (SLAs).
• Install, configure, and upgrade computer hardware, operating systems (Windows), and software applications across various university departments.
• Set up, maintain, and troubleshoot AV equipment in classrooms, lecture theatres, and meeting rooms, including projectors, screens, microphones, and video conferencing systems.
• Perform basic system administration tasks, including Active Directory account management (user creation, password resets).
• Assist with network troubleshooting (patching, Wi‑Fi connectivity) and maintain accurate records of IT assets, including inventory logging, software licensing, and equipment loans.
• Coordinate and undertake IT project work, such as office moves, classroom upgrades, and deployment of new technologies.
• Produce user guides and provide training to staff and students on new technologies and standard operating procedures.
• Adhere to health and safety regulations, including manual handling of equipment and safe installation practices.
• Provide support for out-of-hours events, such as registration days and evening classes, as required.
• Proven experience providing 1st and 2nd-line support in a technical, customer-facing environment.
• Strong knowledge of AD & Windows operating systems, MS Office/Office 365, and troubleshooting PC hardware and AV equipment.
• Excellent communication skills, with the ability to explain technical issues to non-technical users.
• Ability to work independently and as part of a team, managing own workload in a fast-paced environment.
• Analytical, problem-solving mindset with attention to detail.
• A flexible approach to work.
• Excellent organisational skills.
• Strong interpersonal skills.
• Accuracy and attention to detail.
• Previous experience working in a Higher Education or further education environment.
• Familiarity with IT helpdesk and follow-me printing systems.
• Knowledge of Active Directory, Office 365, Classroom AV and network protocols (TCP/IP, DHCP, DNS).
• Ability to travel between university sites as needed.
• Manual handling of equipment, such as lifting desktop computers and printers.

Qualifications

• Minimum of a bachelor’s degree or equivalent qualification.

#J-18808-Ljbffr…