IT Support AssistantJob Description & Person Specification

Appointment: IT Support Assistant

Responsible to: Head of ICT Infrastructure & Security

Hours of Work: Full Time - 37.5 hours per week

Location: Leicester

Main Purpose of the Job

This is an exciting opportunity for someone with strong hardware and software support experience to join a growing team within the RAF Association (The Association) a non-profit organisation. Reporting to the Head of ICT Infrastructure and Security this role will provide frontline service desk support for users. The role holder will be responsible for the delivery of hardware and software application response through the management of support tickets raised by users based at the Leicester Headquarters and at several remote office locations around the UK.

The Association is comprised of a number of departments; Membership & Operations, Fundraising, Finance, Welfare, HR & Volunteering, three Hotels and five Area offices that represent the 422 Branches across the world.

Role definition

The IT Support Assistant will be responsible for providing frontline support, maintaining, monitoring and troubleshooting hardware and software systems deployed throughout the Association.

Primary Responsibilities

Provide 1st line technical support for all hardware and software incidents raised by Association users.

Monitoring user support tickets and ensuring service is delivered to the agreed SLA’s. Installation of new hardware devices. (including Computer Workstations, laptops, tablet

devices, telephone handsets, printers and other peripheral devices) Troubleshooting of technical faults with end user hardware. Installation of software applications. Deployment of application updates and patches. Management of user accounts, permissions and passwords. Installation and monitoring of Antivirus solutions. Troubleshooting and identifying network faults. Monitoring and supporting of server applications.

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Knowledge & Experience

Experience of working in an IT Service desk environment and providing technical support to end users.

Managing Windows desktop, server operating systems, and related applications. Comfortable working in a Windows Network environment (Active Directory, Group Policy,

TCP/IP)

Communication and Relationships

Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.

Required to communicate timely and effectively with IT support consultant, managed service provider and external stakeholders and suppliers.

To be a highly motivated team player with the skills and ability to manage changing priorities.

People Management

To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Provide first level user support, advice and guidance. Make and implement agreed suggestions to improve the user experience. Support end user training through technical advice and guidance.

Decisions and Problem Solving

Be proactive in identifying issues and problems and solving them with user considerations.

Work with the Head of ICT Infrastructure and Security to build a robust and secure hardware and software operating infrastructure for the Association.

Physical/Mental Effort

The role involves travel to UK sites and may involve overnight stays. This post requires you have a valid driving license and able to travel to remote office

locations on occasion to support end users.

Health and Safety Responsibilities

All employees are required to:

Comply with health and safety policies, procedures and arrangements for safe working practices.

Promote a positive health and safety culture with safe working practice. Participate in team meetings to keep up to date with health and safety information. Discuss any concerns or issues arising from work activities. Attend health and safety training as directed. Report any significant risks or issues arising from risk assessments and comply with

protective and preventative measures identified. Ensure that buildings, equipment, goods, substances and vehicles are safely used,

maintained and are not damaged.

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Report to managers any faulty equipment, hazards or operational difficulties affecting safe systems of working, personal safety or well-being.

Record and report any accidents, incidents, near misses and significant events. Take care of their own safety and that of others.

Other

This job description outlines the main functions and responsibilities of the post. The post holder may be required to undertake additional duties as required, commensurate with the level of the job.

Training requirements

One of the objectives of the RAF Association is to build an organisation based on quality. Accordingly, there will be an ongoing need to review the training requirements of staff to meet the changing demands of the organisation. Training requirements will be discussed at the review meetings.

Review procedures

There will be an annual review of the post and job contents. In addition, there will be an interim review 6 months after the annual review.

Key Performance Indicators:

Annual Key Performance Indicators will be defined by the Secretary General and Trustees. These are cascaded to relevant Directors who will inform staff of their own objectives and assess these in an annual appraisal.

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IT Support Assistant

Person Specification

Item Essential Desirable

Knowledge and Experience

IT Service Desk experience.

Windows Operating System management, monitoring and troubleshooting.

PC / Laptop hardware, installation, maintenance and troubleshooting.

Support and monitoring of mobile devices including iPads and mobile phones.

Practical working knowledge of Microsoft Office applications. Installation, maintenance and troubleshooting issues. In particular Word, Excel and Outlook applications.

Experience of managing server infrastructure based on Windows Server 2012 R2, Active Directory, TCP/IP and DNS.

Exposure to email system management (MS Exchange / Office 365)

Knowledge of network infrastructure. (LAN’s, WAN’s and Wireless networks.)

Able to demonstrate professional and practical experience of working in a demanding IT environment.

ITIL Foundation Certification.

MCSE Certification.

iOS knowledge for support of Apple devices.

Network Switching, VLANS and WAN networks.

Network security and Firewall management exposure.

CCNA Certification.

Experience of Windows Hyper-V Clustering, Group Policy Management, Microsoft SCCM, Office 365, Skype for Business,

VOIP and telephony systems.

Communication and Relationships

Good communication skillsWorks well in a teamDevelops good working relationships

People Management

Can manage own time effectively Previous experience of training first level usersExperience of devising and creating training materials

Decision Making and Problem Solving

Ability to investigate, problem solve and implement solutions with

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Item Essential Desirable

minimum of supervision.

Responsibility for Information

Ability to interpret information requests from users and present them in a simple, readily understandable manner.

Working Conditions

To be prepared to work outside routine hours on occasions to assist with wide objectives of the Association this could include weekend work in support of system downtime requirements.

Visit RAFA offices throughout UK and to undertake some unpaid overtime on occasions to meet short notice priorities and the Association’s objectives.

Physical/Mental Effort

Self-motivated able to work on own initiative.Have a valid driving license as travel to remote sites may be required on occasion.

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