IT Support Officer

Grade 6

The role provides technical second level support to users of the IT services provided by the Desktop Services team. As part of a team this involves the key responsibilities of responding to IT incidents and service requests within agreed service standards, contributing to the development of technical documentation, explaining services provided and troubleshooting problems as necessary. This support involves the post holder working closely with the Service Desk teams as well as users to ensure that support services are delivered effectively. The job holder needs to be flexible, motivated and skilled, with a professional approach to provision of IT support services. The post reports to one of Desktop Services team leaders, and is expected to interact with University staff at all levels.

Essential selection criteria

  • Detailed knowledge of Windows 7 with the ability to diagnose software problems such as network or operating system configuration problems
  • Thorough understanding of PC hardware (for example, ability to change hard disks or PC cards; ability to distinguish between hardware and software faults)
  • Basic understanding of networking concepts (for example, an understanding of the functionality provided by DHCP, DNS etc. to Windows desktops, and how to diagnose common configuration problems on desktops relating to these services)
  • Ability to diagnose and repair problems with common software packages such as Microsoft Office
  • Good problem-solving skills
  • Self-motivated, quick learner, able to work alone and also to contribute as a team player
  • Good record keeping abilities, with the ability to log details of problems and solutions in an automated help desk system
  • Good interpersonal skills, with the ability to work with people at all levels of seniority in the University
  • Good standard of education to include BTEC or equivalent professional qualification

Desirable selection criteria

  • Experience of any desktop imaging solutions and/or software deployment technologies
  • Experience or practical knowledge of configuring and resolving problems with the Mac OS X operating system and OS X applications
  • Experience of automated help or ticketing systems
  • The skills and experience to become an effective member of the team as quickly as possible
  • Experience of working in an academic support environment or similar
  • Education to degree level or equivalent

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