IT Support Technician - FTC

Post: IT Support Technician Accountable to:
Head of IT

Job Purpose:

To provide responsive, professional first and second-line IT support across Phyllis Tuckwell, providing additional Helpdesk capacity during weekday afternoons. The postholder will be an experienced IT Support Technician who is able to quickly become familiar with Phyllis Tuckwell's IT environment and begin managing and resolving Helpdesk tickets from the outset. The role will provide hands-on support to users across the organisation, including troubleshooting Windows 11 devices, Microsoft 365 applications and services, Active Directory and Microsoft Entra , access and authentication issues, printers, peripherals and general connectivity.

The emphasis of the role is on providing reliable day-to-day operational support and resolving incidents and service requests efficiently, escalating more complex issues where appropriate.

• 1.1 Provide first and second-line support for IT hardware, software and core services, including Windows 11, Microsoft 365, Active Directory, Microsoft Entra , printers, peripherals and network connectivity.
• 1.2 Take ownership of Helpdesk tickets, including logging, investigating, updating and resolving incidents and service requests within agreed timescales.
• 1.3 Troubleshoot user account, authentication and access issues across Active Directory, Microsoft Entra  Microsoft 365.
• 1.4 Undertake routine user administration including account creation and amendment, password resets, group membership and permissions changes, following established procedures.
• 1.5 Support the setup, configuration and troubleshooting of Windows 11 laptops devices.
• 1.6 Assist with new starter, leaver and role-change processes, ensuring users are provided with the appropriate accounts, equipment and access.
• 1.7 Troubleshoot Microsoft 365 applications and common end-user issues, including Outlook, Teams, One Drive and Office applications.
• 1.8 Provide support for printers, docking stations, monitors, mobile devices and other user peripherals.
• 1.9 Diagnose basic network and connectivity issues and elevate infrastructure-related problems where appropriate.
• 1.10 Maintain accurate and meaningful ticket notes, ensuring actions taken and resolutions are clearly recorded.
• 1.11 Maintain IT asset records and equipment inventories where required.
• 1.12 Escalate complex, security-related or infrastructure issues to the appropriate member of the IT team or third-party supplier.
• 1.13 Follow established IT procedures, security controls and processes for access management, software installation, patching and safe use of systems.
• 1.14 Support routine IT housekeeping and operational tasks as required.

a) Team 2.1 Work collaboratively with colleagues within the IT team, contributing to the effective management of the Helpdesk workload. 2.2 Share relevant technical knowledge and contribute to the maintenance of support documentation and knowledge-base information.

b) Personal 2.3 Maintain current knowledge of the Microsoft technologies and end-user systems relevant to the role. 2.4 Participate in relevant training where required to maintain competence in support tasks.

• 3.1 Remain informed about common technology issues, known problems and available solutions to support effective troubleshooting and incident resolution.

4.0 Safeguarding, Equality, Diversity and Inclusion Role holders are required to understand their responsibilities in the safeguarding context, ensuring that Phyllis Tuckwell reduces the risk of harm or abuse of adults and children  are required to adhere to Phyllis Tuckwells Safeguarding Policy (held on the NEST), which supports the local authoritys multi agency safeguarding policy, the law (Care Act 2014) and Mental Capacity Act 2005 (including Deprivation of Liberty Safeguards).

inform the appropriate PT professional where there is concern that an adult or child may be at risk of harm, abuse, or neglect. Phyllis Tuckwell is committed to an Equal Opportunities approach, valuing, and respecting everyone as individuals, with diverse opinions, cultures, lifestyles, and circumstances. This job description is underpinned by Phyllis Tuckwells philosophy, culture, and core values, which actively embrace diversity and inclusion and promotes total team spirit.

This job description is current and subject to yearly review in consultation with the jobholder. It is…