End User Support Specialist Green Park

Job Description:

Deliver on‑site end‑user support across desktop/laptop devices, break/fix repairs, managed print (MPS), conference‑room AV and VIP support, Tech Bar services, hardware builds, and software support as part of the wider service delivery model.

• Primary work location: AWE Aldermaston, with rotational coverage at Reading Green Park
• Occasional travel to remote sites to install or replace equipment
• Standard working hours: 07:00–17:30 (9‑day fortnight, shift‑dependent)
• Occasional out‑of‑hours work to support VIP or high‑profile events
• Role is based on a nuclear‑licensed site in the Reading area
• Security clearance required: SC to start, with eligibility for DV (or DV as standard depending on assignment)

• Diagnose and resolve desktop/laptop incidents including rebuilds and break/fix repairs
• Troubleshoot Windows client OS
• Perform limited software troubleshooting
• Support endpoint encryption and WSUS updates
• Administer Active Directory and assist with SCCM deployments
• Staff the Tech Bar for walk‑in support

• Build standard and non‑standard desktops; refurbish devices for deployment
• Perform warranty and non‑warranty repairs
• Manage break/fix stock and asset records
• Maintain accurate device and print asset records; complete periodic audits
• Document and improve processes; maintain team Share Point

• Maintain networked HP multifunction printers and manage consumables
• Manage customer PUK code access
• Prepare, test, and install new print devices
• Support print fleet optimisation and audits

• Provide walk‑in support including loan devices, triage, software help, new starters, and orders
• Ensure excellent customer communication and effective back‑office completion

• Manage 250+ conference rooms and conduct assurance visits
• Liaise with AV suppliers for incident resolution and design requirements
• Respond to last‑minute VIP support requests

• Perform CAT5 and fibre network patching
• Provide hands‑and‑eyes support to suppliers

• Maintain clear ticket updates and resolution notes
• Resolve within SLA or elevate appropriately
• Keep users informed throughout the lifecycle

• Coordinate small refresh or deployment projects
• Act as point of contact for leadership and customer service managers

• Strong EUC hardware knowledge and hands‑on break/fix experience (HP/Lenovo/Dell)
• Experience supporting HP multifunction printers
• Proficiency with Windows OS and Microsoft applications
• Solid PC and peripheral hardware knowledge
• Experience with ITSM processes and SLA adherence
• Familiarity with CAT5/fibre patching
• Full UK driving licence and eligibility for nuclear‑licensed site clearance

• ITIL Foundation
• SCCM knowledge
• Microsoft and CompTIA certifications (A+, Network+, MCP)

• Service excellence mindset; structured and methodical approach
• Team‑oriented; promotes collaboration and knowledge sharing
• Professional, positive, proactive, calm under pressure
• Politically aware, reliable, and conscientious
• Continuous service improvement mindset