IT Support Specialist Windows Job Description

To provide a high quality and effective IT service.

Working closely with research project teams, providing IT facilities, infrastructure and advice. Where appropriate, to participate in and/or lead projects relating to research that would require the development of IT systems to achieve project goals.

The IT Support Specialist will play an essential role in the monitoring, management and advise on software licences and IT assets. Recording the movements, usage and purchasing of IT assets to ensure that compliance needs are met.

The role provides a first and second line support service and the point of contact with external suppliers for the provision of IT goods or services.

1. Working as part of a small team the IT Support Specialist will have primary responsibility for the diagnosis and resolution of problems, within a timely manner and to a professional standard.
2. To Install and commission equipment to meet the needs of the project teams.
3. To provide technical advice and guidance to ensure effective solutions are delivered and can be integrated into the existing research platform from which the projects work.
4. To pro-actively highlight and address potential problems and investigate solutions in conjunction with the Head of Research Platforms and the rest of the IT support team.
5. To work as part of a close-knit team, encouraging the team ethic and the resulting synergy.
6. To occasionally work evenings and weekends to facilitate solutions when necessary, eg where downtime or deadlines demand.
7. To identify areas for improvement with a view to maintaining and enhancing the reliability, stability, integrity and security of the computing systems.
8. To document solutions and to ensure others are informed of changes and developments.
9. To ‘own’ problems and see them through to completion and keeping parties involved informed at all stages.
10. To attend liaison meetings as required to share information regarding IT changes and developments and to gather information about future needs of the projects.

• Extensive knowledge and proven experience of supporting Microsoft Windows workstation and server and Office suite to the latest versions.
• Excellent customer service skills with the ability to deal with matters in a professional and friendly manner.
• Knowledge of disk encryption desirable.
• Experience of installing and supporting a wide variety of software.
• Excellent documentation abilities.
• Ability to apply analysis skills and problem-solving techniques to situations to provide fast and effective solutions.
• Good interpersonal, influencing and customer liaison skills together with a confident approach to difficult situations.
• Ability to prioritise workload effectively and work well under pressure.
• Ability to work on your own initiative.
• The ability to comprehend and communicate clearly and effectively on a wide range of technical issues with people at all levels.
• To be able to identify customers' requirements and recognise how best these may be met with available resources, timescales and skills.
• Experience of diagnosing and fixing technical problems across a variety of hardware platforms.
• An understanding of Physical Networking and Networking protocols.
• Microsoft accreditation to MCSE would be highly desirable.
• Knowledge/experience over a range of operating systems including Windows/Mac/Linux/UNIX and how they interoperate would be of great benefit.
• Knowledge/experience of network management/cisco routers is also an advantage.
• Understanding of the requirements of an active Research & Development department.

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IT Support Specialist (Windows) Job Description