IT Support Worker Status: Permanent contract (subject to probation and funding) Hours: Full time (35 hours a week) FTE Salary: £28,000 pa Line Manager: Data & Technology Manager Location: Holywell Community Centre (office based) Role description Summary Reporting to the Data & Technology Manager and operating within W3RT policies and procedures, the IT Support Worker will be responsible for the effective management, configuration, and maintenance of IT equipment, conducting IT inductions for new staff, managing the IT support ticketing system, and delivering IT training to employees. Working alongside the Data & Technology Manager, the IT Support Officer will play a crucial role in ensuring the charity’s IT operations run smoothly, and that employees have the tools and knowledge they need to succeed in their roles. Key responsibilities Configure and set up IT equipment. Troubleshoot and resolve hardware-related issues promptly and effectively. Maintain and manage an up-to-date inventory database of all IT assets, including laptops, printers, mobile devices, access points, and other hardware. Conduct IT inductions for new staff and ensure they have the necessary system access and permissions. Ensure new employees are familiar with password management, GDPR, safe internet practices, and data security procedures. Serve as the first point of contact for IT-related issues and support, both in the absence of the Data & Technology Manager and during day-to-day operations. Respond promptly to support desk tickets and technical support requests from staff, ensuring timely resolutions. Ensure IT systems are running smoothly and perform routine maintenance tasks. Conduct routine PAT testing on all electrical IT devices to ensure compliance with health and safety regulations. Provide one-on-one or group training to help employees improve their technical skills and productivity, with a focus on core software tools and best practices. Provide day-to-day IT support, including troubleshooting and resolving hardware, software, and network-related issues. Act as a first point of IT contact for any staff coming to the Holywell office. Participate in IT team meetings and contribute ideas for improving technical support services, user training, and overall IT infrastructure. Ensure records are maintained and updated to a high standard of accuracy and consistency. Knowledge, skills and behaviours The appointed person must demonstrate and maintain the following knowledge, skills and behaviours. Knowledge Good knowledge of privacy and GDPR. Familiar with record keeping, databases, and data solutions. Legislation and best practice on data protection and confidentiality Applications including Office 365 databases and spreadsheets. Troubleshooting for hardware, software and networks. Understanding of office operations and their importance for “the front line”. Skills Fluency in Microsoft Office 365, SharePoint and Teams. Ability to plan and deliver short informal training programmes. Excellent abilities in written and verbal communication, including effective listening and questioning to clarify and interpret expectations, needs and requirements. Ability to troubleshoot devices, investigate errors, and apply solutions. Ability to manage competing demands and effectively prioritise tasks and projects. Maintaining good professional relation with all staff. W3RT Behaviour Teamwork You are a valued part of W3RT’s team – be proud of your role and of the Trust Ask for support, guidance and training where needed – and wherever possible, offer the same when requested of you Integrity Be transparent and avoid any direct or indirect conflicts of interest or loyalty Work to complete any project or commission you have agreed to undertake Inclusion Be welcoming and supportive to all parts of our community, respecting everyone as a fellow human individual with their own beliefs, values, preferences and independence Respect the wellbeing, dignity and privacy of our service users – ensure vulnerable people are supported and share any concerns about their wellbeing Innovation Continuously improve your skills, and share and apply your learning Contribute to discussions to ensure that W3RT’s activities, programmes and services are the best possible Impact Listen and ensure our services are personalised to deliver the best possible outcomes for each individual Record your work accurately to help us improve services and demonstrate our impact Our organization is an equal opportunities employer and welcomes applications from individuals of all abilities, backgrounds, and experiences.