IT Helpdesk Coordinator/Technician - £22,129 - Uppingham (Rutland) - closes 1.07

[MariiaDonets]

Job description

 

IT Helpdesk Coordinator/Technician

FULL TIME: 37 hours per week

All year round

Required: starting middle of July

Pay scale: £ 20,444 - 22,129 per annum

SCP 4 (depending on experience)

The Principal and Governors of this highly successful, oversubscribed 11-16 college in Uppingham (UK) are seeking to appoint an IT Helpdesk Coordinator/Technician. This individual will be responsible for supporting a wide range of hardware and software solutions within the teaching and learning environments. Duties include planning and assisting with projects and providing support to staff and students. Fault finding and resolution.

We are looking for an individual who:

Is able to work on his/her/their own initiative;

Demonstrate practical knowledge and problem solving strategies; Has high quality inter-personal skills;

Has sensitivity to the different levels of expertise of users;

Keeps abreast of new developments in software and hardware by means of training, conferences, seminars, courses, etc.

If you would like to be considered to join Team UCC we will need:

An application form (could be found on our website); https://www.uppinghamcollege.org.uk/page/?title=Support+Staff+Opportunities&pid=313

A letter of application, to the Principal Ben Solly, in which you should identify how your skills and experiences will enable you to succeed at UCC.

Completed applications should be sent to Mariia Donets (HR & Payroll Officer) via email [email protected]

Closing Date: 1.07, Friday, 12 p.m.

The College is committed to safeguarding and promoting the welfare of children and all posts are subject to DBS checks.

JOB DESCRIPTION

Job purpose

To be responsible for supporting a wide range of hardware and software solutions within the teaching and learning environments. Duties include planning and assisting with projects and providing support to staff and students. Fault finding and resolution.

The postholder is responsible to the:

Principal/Governing bodies in all matters; IT manager.

The postholder provide support as required to:

All staff and students.

Personal characteristics:

Any role involved in working with young people is important. The postholder must be a role model to students and colleagues, and consistently embody the College values of Kindness, Respect and Honesty, alongside the following key personal characteristics:

Integrity Positivity

Self-awareness Empathy Resilience

Our perfect IT Helpdesk coordinator/technician should also be:

Adaptable

Self-motivated Organised Reliable

Generic responsibilities for this post:

UCC staff expectations:

Consistently demonstrate the UCC core values Respect, Honesty and Kindness; Demonstrate a positive, ‘can-do’ attitude;

Through your work in the department and the wider school, contribute towards establishing the conditions in which everyone at UCC can thrive;

Take professional pride in performing all aspects of your role to a consistently high standard; Follow all UCC policies accurately;

Keep ICT skills updated to ensure effective use of technology; Demonstrate commitment to own professional development;

Undertake and participate in training, coaching and general guidance with/for other staff;

The post holder may be required to perform any other reasonable tasks commensurate with the grade of the post;

The Principal may allocate additional responsibilities to this job description, in consultation with the post holder and in line with the UCC Workload and Wellbeing Charter.

Safeguarding:

To uphold the College’s Staff Code of Conduct and policies in respect of child protection and safeguarding matters;

Collaborating with colleagues:

Promote a creative and collaborative working environment Create, maintain and enhance effective relationships

Ensure a working environment which pays due regard to health and safety requirements

Specific responsibilities for this post:

Act as the initial point of contact for staff at all levels and students for all queries relating to IT

Provide initial point of contact for helpdesk and record, allocate and manage incoming requests

Ensure all reports, incidents and problems arising from within the college network are recorded within the helpdesk system

Resolve first-line support calls at point of contact where possible Perform daily and weekly checks across operational systems Resolve incidents identified by checks or escalate as appropriate

Produce and maintain documentation (primarily within the ITS Knowledgebase) Ensure an accurate inventory of all hardware and software assets is recorded and maintained including security marking and labelling of IT equipment

Install, test and maintain software and hardware across the organisation. Make software available to appropriate users

Identify and install essential software patches Monitor firewall and content monitoring software

Provide relevant IT support in classrooms and across whole site

Ensure the antivirus software is installed, kept up to date and working properly on all workstations

Keep a log of all technical faults by use of helpdesk software

Assist the IT Manager and ITS Senior Technician in the technical rollouts including hardware, software and other items around the college

Liaise with third party support agencies to resolve faults in a timely manner Provide initial setup and training for new devices on how to use the ICT systems

Support the Senior Technician in the setup and monitoring of network hardware (e.g. switches) and complete minor cabling tasks

Monitor and maintain backup & recovery facilities invoking senior support as required Provide, and maintain audio visual hardware

Provide support for staff & students using audio visual applications and equipment

Be aware of and comply with policies and procedures relating to child protection, health and safety, security, confidentiality and data protection, reporting all concerns to the appropriate person.

Setup, maintain and remove network accounts as appropriate Carry out routine network maintenance

Be familiar with the network infrastructure Supporting the ITS team with system development Provide access as appropriate to the wireless network

To undertake work and other duties as delegated by the IT Manager which are associated with the smooth running of the ITS Helpdesk and related areas

Helpdesk Co-ordination (including asset/configuration information)

Monitor the helpdesk, categorise, and allocate inbound requests and incidents as appropriate. Resolve calls wherever possible at first point of contact.

System Development

Identify areas of the service that would benefit from updating/upgrading or replacing equipment/software or infrastructure. Investigate, assess and plan for improved provision of IT services.

Fault finding and resolution

To fault find and troubleshoot IT related issues to a point where the issue is resolved. Keep any users involved updated with current situation/progress regarding issue. If necessary, discuss with other members of department. Where required contact third-party support providers or suppliers to secure a suitable solution to the issue.

User Accounts

Create new user accounts for students and staff as appropriate to their role. Add users to appropriate groups, including mail groups. Ensure that only appropriate permissions are allocated. Make sure that staff have appropriate access to the MIS and other required software. Setup O365 emails access and apply/modify permissions accordingly. Add user to Print Management software and allocate print credits. Setup staff members on helpdesk software. If appropriate build and provide laptops for staff members. Amend, reset and maintain user accounts as required.

Wi-Fi Access\Device Access

Maintain and make available wireless network across the UCC site. Install and maintain Ruckus WAPs across the UCC site. Maintain and monitor security and access to the wireless system via the Ruckus GUI.

Firewall Management

Monitor, maintain and develop firewall services via the Smoothwall management console. Ensure that the Smoothwall UTM (unified threat management) services are up to date. Monitor internet activity and throughput. Ensure the UTM is updated appropriately.

Devices

Setup devices as appropriate. Allow/Block devices on the wireless network as necessary. Maintain access permissions to only relevant and current users. Assist users where necessary to access content from smart devices.

Printer/Printer Management

To setup/install and maintain all networked printers across the UCC site. Implement Pcounter for all printers including reprographics MFDs, and wide format printers. Acquire/update appropriate device drivers as needed. Ensure printers are kept in good order, contacting any third-party support partners if necessary. Produce monthly printing reports and send to finance manager for costings for each department.

Backup & Recovery

To maintain backup server and associated tape drives. Be familiar with the Symantec backup Exec software. Be able to implement backup of data to disk and to tape as appropriate. Ensure that data stored on tape is placed securely in the fireproof safe and maintain a suitable rotation of tapes. Be able to restore data from either disk or tape using the Symantec Backup Exec GUI. Reporting of any errors or issues relating to the backup system to the IT Manager as soon as they occur.

Office 365

Use the Office 365 Administration Console to setup/modify email accounts for staff and students. Make available office applications as applicable to users. Modify mail groups, adding or removing users as appropriate. Apply Office 365 rules and permissions as applicable. Provide support and assistance with Office 365 email and applications for staff and students.

Presentation Equipment

Installation and maintenance of all projectors\whiteboards\visualizers\sound equipment. Troubleshoot and resolve issues pertaining to any audio-visual equipment.

Help staff and students with audio visual requirements when required. Provide and setup suitable laptops for presentations as needed. Occasionally provide assistance to departments for exams, where uses of audio/visual effects are involved.

Network Hardware\Switches\Network Cabling

Assist with the implementation and maintenance of the network infrastructure. Setup and install switches, installing short runs of cable, terminating network and patch cables. Troubleshooting network communication issues. Monitor network throughput using appropriate software.

Job Type: Full-time

Salary: £20,444.00-£22,129.00 per year

 

Edited June 22, 2022 by MariiaDonets