What makes Community Integrated Care a great place to work:
Help keep a national charity connected – every single day At Community Integrated Care, technology plays a vital role in enabling our colleagues to deliver life‑changing support to people across the UK. We’re now looking for a 1st Line Technical Support Officer to join our IT Helpdesk team and be the first point of contact for our users nationwide.
If you’re passionate about IT, enjoy solving problems, and take pride in delivering excellent customer service, this is a fantastic opportunity to make a real difference in a values‑led organisation. This is a full time permanent office based role so our ideal candidate will be based within an hours commute of Widnes however upon completion of the probation period a hybrid working model is available. What is "The Deal" for you?
1. Flexibility: You can work your 37.5 hours over 4 days and enjoy a long weekend, or split the hours over 5 days to accommodate your other commitments (this will be offered upon completion of the probation period).
2. Pension: contributory pension scheme
3. Benefits: retail discounts, holiday discounts, cycle to work scheme and travel discounts through our benefits app
4. Best Lives Possible: You'll be working for an award winning charity who is passionate about ensuring our colleagues and the people we support lead the best lives bolder
5. Development: We'll work with you to develop your career or to learn and experience new things. We're passionate about developing our people!
6. Support: From our Employee Assistance Programme (available 24/7), financial support options, and wellbeing fund you'll have the support available to lead an easier (financial) life
Who you’ll be supporting & more about the role:
As a 1st Line Technical Support Officer, you’ll provide professional, responsive technical support to colleagues across Community Integrated Care. You’ll diagnose and resolve IT issues across hardware, software and systems, ensuring disruption is kept to an absolute minimum and our teams can stay focused on delivering great care.
This is a varied, hands‑on role where no two days are the same – from answering helpdesk calls and setting up new equipment, to supporting Office, Active Directory and line‑of‑business applications.
In this varied role, you will:
7. Acting as the first point of contact for all IT queries via phone, email and the IT Helpdesk
8. Troubleshooting and resolving hardware, software, networking and user access issues
9. Logging, updating and fully documenting all tickets on the IT Helpdesk system
10. Setting up and configuring new equipment, user accounts and profiles
11. Supporting users with Office, Windows, Outlook, Teams and telephony systems
12. Maintaining accurate asset records to support IT compliance and governance
13. Providing excellent customer service and clear technical guidance to colleagues
14. Escalating complex issues to 2nd Line Support or the IT Helpdesk Manager when required
15. Liaising with external support providers where issues cannot be resolved in‑house
16. Supporting IT data reporting, highlighting trends, risks and potential issues
Your values:
Our ideal candidate: We’re looking for a proactive, customer‑focused IT professional who enjoys working as part of a collaborative team.
You’ll ideally have:
17. Relevant 1st Line IT support experience, ideally in a multi‑site environment
18. A technical certification or IT‑related qualification
19. Strong working knowledge of Windows, Office and basic networking
20. Experience using an IT Helpdesk system
21. Confidence supporting and troubleshooting PCs, printers and peripherals
It would be great if you also have experience with:
22. RDS or thin client environments
23. User management using Entra or Active Directory
24. Remote support tools and networked printing
Please note, if you are interested in this role, we welcome your application as soon as possible! Depending on the volume of applications received, the vacancy may be closed before the expected advertising end date.