Temporary Senior IT Technician

Temporary Senior IT Technician

Duration: 8-12 weeks

Hours per week: 37

Hourly rate: £15-17

PURPOSE

To provide excellent IT Support and customer service, working with the Senior IT Technician to support the IT systems at the academy.

ROLES AND RESPONSIBILITIES

• Ensure that all incidents and requests for the academy are logged appropriately on the IT Helpdesk System

• Ensure that incidents and requests for the academy are resolved within the target resolution time and are documented within the IT Helpdesk system

• Assign incidents and requests to any junior members of the IT support team as appropriate

• Take responsibility for the day to day running of the IT helpdesk and ensure that tickets are assigned and resolved, and the helpdesk is kept to an appropriate level

• Maintain regular communications with the appropriate staff until incident resolution via the helpdesk

• Monitor progress of all incidents and requests for the academy against Service Level targets and respond promptly to staff requests for updates or resolution as appropriate

• Ensure that junior members of the IT Team are responding to the tickets against the Service Level targets

• Offer support to junior members of the IT Team where needed

• Identify, resolve and/or document workarounds for IT problems

• Champion the IT Support Hub (the hatch/anyone coming to the office) and ensure end users feel welcome and receive a high level of customer service whilst being assisted with their IT issue

• Deploy, manage and support of PCs, Laptops, Printers (including Reprographics) and other endpoints and devices such as printers and IWBs

• Closely work with the Regional IT Manager and central IT Team, under their direction to support the infrastructure elements such as physical & virtual servers, backups and networking devices ensuring that availability and security of the network, data and applications

• Provide regular updates to the Regional IT Manager (when not on site) as to the progress of the IT Helpdesk and general updates

• Assist the Regional IT Manager, as required

• Provide high-quality technical support and advice to the academy

• Provide a high level of customer service to all end users (students and staff)

• Assist the Regional IT Manager and central IT Team, under their direction, to test and install new software, ensuring licensing compliance

• Set up and maintain user and e-mail accounts, ensuring that new staff and students receive credentials in a timely fashion

• Maintain computer peripheral equipment such as scanners, printers, whiteboards, projectors, touchscreen TVs and ensure that this hardware is tested and prepared for use when required

• Ensure inventories for IT hardware and software are maintained and kept up to date

• Assist the Regional IT Manager with testing and installing patches & updates for the Academy’s MIS system where needed

• Be familiar with and provide support for the academy’s CCTV & telephone system, door access control and other systems used by the academy

• Assist with training sessions for all staff on systems they use. This includes Interactive whiteboards/screens, Office 365, CCTV, telephone system and other IT used by the academy

• Create and update user guides for hardware and software

• Administer the academy’s web filtering system, classroom management and E-Safety systems in line with the Trust’s e-safety policy and to block and allow websites as needed to support teaching and learning

• Assist the E-Safety Lead with monitoring student use of IT and taking action as required

• Using monitoring tools in place, monitor user activity on the network and report any issues to the Regional IT Manager and other appropriate staff. E.g. DSL

• Support Data Protection Lead with any IT related data protection issues

• Take an active role in the on-going development and support of the academy’s Office 365 tools such as SharePoint, OneDrive and Microsoft Teams for Education and to ensure you are familiar with these systems