IT Technician job description

Responsible for providing first line support to end users in all aspects of IT and telecommunications delivery.

  • Recording and responding to technical queries and issues from end users through the helpdesk system.
• Providing 1st line support to end users in all aspects of IT and telecommunications delivery.
• Communicating and ensuring the safe use of IT equipment and systems
• Configuration of hardware and software in accordance with detailed instructions.
• Escalating 1st line issues to 2nd line support where appropriate.
• Recording comprehensive details of all Trust IT desktop assets.
• Auditing of IT desktop assets including the metering of software use.
• Basic IT hardware and software 1st line trouble shooting.
• Carrying out planned maintenance and upgrades to Trust IT desktop systems and software in accordance with detailed instructions.
• Compliance with all Policies and Procedures.

Key Deliverables
1. As a junior member of the IT team, contributing to the smooth operation of all aspects of IT systems.
2. Providing 1st line support to all IT systems including the diagnosis of 1st line hardware and software issues.
3. Performing routine backup and restoration procedures under the instruction of IT Officers.
4. Offering appropriate IT advice to end users in the use of IT systems and software.
5. Strong communications with IT Analysts to ensure timely resolution to 2nd line support issues.
6. Identify and report key areas of end user training requirements for IT systems.
7. Understanding of the key principles around the Data Protection Act, Computer Misuse Act and relevant Health & Safety regulations in respect of IT Systems and the recommendations regarding the holding of Patient Identifiable Information.
8. Highlighting frequent or recurring end user helpdesk issues to the appropriate IT Officers.
9. Ensuring all IT Desktop equipment asset details are recorded in line with current departmental and procedures.
10. Ensuring helpdesk resolution information and times are accurately recorded on the helpdesk system.

Experience and work achievements

Desirable
• Experience in supporting end user and desktop IT Systems to enhance service provision.
• Experience in delivery of technical support against organisational needs.
• Experience of the safe and appropriate use of desktop IT Systems and equipment.
Skills and abilities
Essential
• Must be able to demonstrate strong keyboard and data entry / manipulation skills.
• Must hold a full Driving License.

Personal attributes
Essential
• Must be flexible with the ability to prioritise and manage own workload from a given set of tasks.
• Must be able to communicate with end users on IT related topics.
• Must have the ability to build effective working relationships at all levels.
• Must have the ability to work both individually and as part of a team.
• Must be able to demonstrate commitment to continuous self development
Desirable
• Demonstrable examples of identifying opportunities to deliver service improvements.

Knowledge and educational achievements
Essential
• Must have a basic understanding and knowledge in PC hardware configuration
• Must be competent in the basic use and installation of standard Microsoft desktop applications and operating systems.
• Minimum of GCSE level education in relevant area or demonstrable equivalent experience.
Desirable
• Experience in a similar helpdesk environment

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