We have an exciting opportunity for an IT Helpdesk Administrator (1st Line Support Technician) to join the IT Support Team at Itchen College during a period of growth and development within the department. Reporting to the Deputy Head of IT, we are seeking an enthusiastic and self-motivated individual who is committed to delivering high-quality, user-focused IT support.
Location: Itchen Sixth Form College, Southampton.
Contract: Permanent. Salary: £25,951–£26,818 per annum (SCP 7-9, Full-Time, FTE).
Key Responsibilities
* Represent the IT Support department as the first point of contact for staff and students.
* Provide first-line support via phone, remote, email/helpdesk, chat or in-person.
* Diagnose and resolve hardware and software problems on desktops, laptops, mobile devices, printers and software applications.
* Log, prioritise and, where appropriate, escalates issues to higher-level technicians.
* Maintain a professional, approachable and friendly demeanour when interacting with staff, students and visitors.
* Collaborate closely with other IT team members and contribute to resolving larger technical problems.
* Support the wider IT team by maintaining accurate logs and proposing improvements to systems or support processes.
Skills, Knowledge and Experience
* Maths and English GCSE Grade 5-9 or A-C.
* Experience dealing with end-users and resolving their technical issues.
* Strong communication skills, able to explain technical issues to non-technical staff.
* Customer-focused attitude, proactive and friendly.
* Good knowledge of computer hardware, software, operating systems (Windows, ChromeOS, macOS) and common office applications.
* Proficient in diagnosing and resolving hardware and software issues, both remotely and in person.
* Desirable: Level 1 or 2 qualification in IT.
Qualifications (Minimum)
* Solid understanding of core IT support areas – hardware, software, basic networking.
* Attention to detail and a hands-on approach to problem solving.
* Ability to recognise user and organisational needs and contribute ideas.
* Understanding of IT security and best practice to maintain a safe environment.
* Proactive, reliable, resilient, capable of meeting the demands of a busy IT support role.
* Independent work using initiative, while collaborating effectively as part of a team.
* Clear and professional communication with a wide range of users.
Benefits and Perks
* Free parking and excellent public transport links.
* On-site nursery (priority for staff).
* Free gym and sports facilities, free hot drinks, canteen with a variety of food.
* Eye care scheme, Cycle2Work scheme, free flu jabs.
* Life Event Day, staff discount schemes, loyalty celebration reward scheme.
* Free on-site Wi-Fi.
* Compassionate leave up to 5 days paid for serious illness or bereavement.
* Counselling service.
* Pension scheme (LGPS) with eligibility criteria.
* Occupational sick pay and enhanced family leave.
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