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
- Essential: A‑Level, BTEC, or equivalent qualification in an IT‑related field, or 1‑2 years of practical experience in IT support.
- Essential: Demonstrated knowledge of computer hardware, operating systems (Windows and macOS), and standard software applications.
- Essential: Experience troubleshooting and resolving common technical issues with hardware, software, and network connectivity.
- Essential: Working knowledge of IT security principles and data protection requirements.
- Essential: Experience using helpdesk or ticket management systems to track and resolve technical issues.
- Essential: Strong analytical and problem‑solving skills with the ability to diagnose issues methodically.
- Essential: Excellent communication skills with the ability to explain technical concepts clearly to users with varying levels of technical understanding.
- Essential: Ability to manage multiple priorities effectively and work independently with minimal supervision.
- Essential: Demonstrated ability to learn and adapt to new technologies and systems quickly.
- Desirable: Technical certification such as CompTIA A+, Microsoft, or Apple certification.
- Desirable: Knowledge of basic networking concepts and troubleshooting.
- Desirable: Experience in an educational or higher education IT environment.
Job Information
Grade: 4Line Manager: IT Team Leader
What we offer
- 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.
- Recognition Awards to reward staff who go above and beyond in their role.
- A commitment to development with 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.
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