Description:
The role of the Junior IT Support Technician is to assist the IT Team on the Helpdesk and with small operational IT projects, working under the guidance of the IT Support Lead and Senior IT Support Technician. This is an entry-level role for someone who is enthusiastic, eager to learn and keen to build a career in IT within a values-driven organisation.
Role Requirements
Helpdesk & Technical Support
- Provide technical support to staff and volunteers across the organisation.
- Work within the IT helpdesk environment, ensuring all support activities are logged, updated, and escalated appropriately.
- Create, manage, and maintain Microsoft Teams, Microsoft Exchange mailboxes, distribution lists, and Microsoft 365 groups.
- Create and decommission user accounts in line with the organisation’s Joiners, Movers, Leavers (JML) process.
- Deploy, configure, and decommission IT equipment, including Windows, Android, macOS, and iOS devices.
- Assist with the setup, troubleshooting, and maintenance of projectors, audio-visual systems, and interactive whiteboards.
- Answer telephone calls professionally, triaging requests and either resolving issues or logging tickets in the helpdesk platform.
- Monitor and respond to email and Microsoft Teams queries, ensuring all requests are recorded and actioned.
- Carry out frequent reviews of the unassigned ticket queue, taking ownership of tickets, escalating urgent issues, and applying appropriate SLA categories.
- Handle all documentation and sensitive information confidentially and in line with data protection requirements.
- Create, update, and maintain knowledge base articles to support end users and assist fellow IT team members.
- Provide IT-based training to staff and volunteers.