Your Role
Junior IT Support Technician (1st Line Support)
Support technology. Empower learning. Make a difference.
We are seeking a flexible and motivated Junior IT Support Technician to join our IT Team at The Deaf Academy. This is an excellent opportunity for someone early in their IT career who is looking to develop their technical skills within a supportive, purpose‑driven organisation.
At The Deaf Academy, technology plays a vital role in enabling deaf children and young adults to access education, communicate effectively and build independence. In this role, you will be a key point of contact for IT support, helping staff and students across our three sites while contributing to the smooth and secure operation of our systems.
About The Deaf Academy
The Deaf Academy provides specialist education and care for deaf children and young adults aged 5–25 from across the UK. Many of our students have additional needs, and we are committed to providing an inclusive, bilingual environment using British Sign Language (BSL) and spoken/written English.
Our staff work collaboratively across education, care and support services to help every student thrive and prepare for a confident, independent future.
The role
As a Junior IT Support Technician, you will provide first‑line IT support to staff and students, troubleshooting day‑to‑day issues and ensuring support requests are logged, prioritised and resolved efficiently. The role requires a flexible and adaptable approach, as support needs may vary throughout the day and across different environments.
You will work closely with the IT Manager and wider IT team to support a range of devices, systems and learning technologies. This will involve responding to changing priorities, supporting users with differing levels of IT confidence, and assisting across a broad spectrum of IT services, providing valuable hands‑on experience and opportunities to develop your skills.
This is an ideal role for someone who enjoys problem solving, working with people, and who is flexible, proactive and willing to adapt to changing demands while learning in a real‑world environment.
Key responsibilities
1. Act as the first point of contact for IT support requests via the ticketing system, phone or in person
2. Diagnose and resolve common issues relating to:
3. Windows devices
4. iPads and mobile phones
5. Microsoft 365 applications (Outlook, Teams, OneDrive, etc.)
6. Escalate more complex issues to 2nd line support when required
7. Support the setup, configuration and deployment of new devices
8. Assist with basic hardware troubleshooting (laptops, printers, smartboards, assistive technology)
9. Support password resets, account access and MFA setup
10. Log and manage tickets accurately, keeping records up to date
11. Contribute to simple user guides and FAQs
12. Promote good cyber security practices and support routine security tasks
13. Provide friendly, patient and accessible support to staff and students
14. Support classroom and learning technology where required
What we’re looking for
Essential
15. A strong interest in IT support and problem solving
16. Good communication and interpersonal skills
17. Ability to work independently and as part of a team
18. A positive, patient and flexible approach to supporting users
19. Understanding of safeguarding and appropriate professional boundaries
20. Commitment to equality, diversity and inclusion
Desirable
21. Experience supporting Windows‑based systems
22. Knowledge of Microsoft 365 applications
23. Experience of working in an education or similar environment
24. IT‑related qualification NVQ, MCP, CNA or equivalent)
25. British Sign Language (BSL) Level 1 or above, or willingness to work towards this)
What we offer
26. A generous annual leave entitlement of 30 days plus bank holidays, to be taken mainly outside of term time
27. A pension scheme with 8% employer contribution, and a life assurance scheme
28. Opportunity for cycle to work scheme, and other benefits
29. Supportive employee assistance scheme, and regular health and wellbeing initiatives
30. Enhanced maternity and paternity pay
31. Free onsite parking
32. Subsidised on-site lunches
33. Work with purpose in a values‑driven Deaf education and care charity
34. Training and development opportunities
35. Learn British Sign Language and grow your IT career