IT Support Technician Job Description

• To assist as part of the ICT Service Desk 2nd line Support Technicians team to ensure IT incidents are reported, logged and resolved
• Assist in the provision of IT support to users within the sites

1 To provide assistance, advice, and fault resolution to users of IT equipment, systems, and network.
2 To configure, audit, procure and install new PCs, printers and other equipment including security marking and completion of inventory forms.
3 To install operating systems and software applications
4 Assist in replacement and upgrading of existing IT equipment, including data transfer and replacement of hard disks, memory etc.
5 To assist in providing support for the LAN, email, and other networking services.
6 Ensure security and integrity of LAN by monitoring and updating virus protection and patch management software.
7 Help produce, maintain and update new and existing standard operational procedure documentation.
8 To dispose of redundant IT equipment in accordance with procedures.
9 To assist with general systems support and housekeeping tasks.

10 To assist with Help Desk calls, incident logging, and incident resolution and prioritise calls according to defined Service Level Agreements.

11 To liaise as necessary with external suppliers and contractors.

12 Employers may be required to work on any of the sites, as directed by the IT Service Desk Manager.

13 Any other duties, which may be required, that is of a similar nature and appropriate to the grade.

QUALIFICATIONS/

TRAINING
Educated to GCSE Level or above IT Degree or related Qualifications & experience

EXPERIENCE
Previous IT support experience
Supporting systems
Evidence of supporting large numbers of staff
Experience of an ITIL service environment

KNOWLEDGE
IT Hardware/Software knowledge
Microsoft Windows OS Knowledge
Microsoft Office knowledge
Knowledge of Internet and Email
Knowledge of Clinical systems - NHS
Knowledge of ITIL
Knowledge of Helpdesks
Knowledge of NPfIT / CfH

SKILLS/ABILITIES
IT trouble shooting & problem resolving skills
Customer service skills
Good standard of oral and written communication skills
Organisational skills
Able to prioritise workload
Ability to work in a busy environment
Able to advise clients over the telephone
Able to deal with clinical staff
Advanced IT keyboard skills
Able to provide support within a Windows Environment
Basic networking skills

PERSONAL QUALITIES
Flexible
Self-motivated
Team player
Reliable
Trustworthy

IT Support Technician Job Description

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IT Support Technician Job Description