IT Support Assistant

The Nelson Trust is an award winning provider of residential addiction services and community services to women involved in the criminal justice service and women experiencing multiple complex needs. Service users receive high a quality support service that is free from stigma and discrimination, staff are engaged in the delivery, innovation and continuous improvement to benefit service users.
The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.
The post holder will support the IT function of the Trust, assisting the IT Team with desktop support using a helpdesk ticket system, troubleshooting desktop hardware/software problems and projects assigned, training will be given.
This includes installing, maintaining and upgrading all hardware and equipment, configuring and maintaining new and end user devices, i.e. Windows PC’s, laptops, phones and other mobile devices,
while ensuring optimal workstation performance.
You will be required to deal effectively with clients and staff at all levels throughout the Trust, supporting internal users to problem solve and provide end user training and assistance where required as well as maintaining accurate document support.
Some experience in the following responsibilities is preferred to work alongside the IT Team however training and support will be given .
User Support – to provide an efficient, high quality customer focused IT support service to internal users.
Work with the IT System Technician to maintain and manage the IT helpdesk resolving problems promptly and accurately.
Windows server and office 365 administration – user set up and configuration to ensure availability of key business systems.
Working with the IT systems manager to take remedial action where required to ensure speedy recovery in the event of an IT failure.
Set up and support hardware devices – desktops, laptops, mobile phones and printers.
Ensuring systems such as file and print servers are running effectively and using initiative to take remedial action as necessary (training will be given)
Support to the IT Team to ensure all PC’s are secure through updates and Anti Malware, and performing regular backups.
Assisting in maintaining internet service, firewalls and telephone systems.
Setting up workstations and checking computer hardware (mouse, keyboard etc.) to ensure functionality.
Assist the IT Team to maintain ISO27001 and cyber essentials standards within the Trust.
Be responsible for dealing with issues of a highly sensitive and confidential nature.
Knowledge, Experience and Skills:
A good standard of education
Preferred experience in Microsoft and Windows in a domain environment
Preferred experience of network and PC hardware including Microsoft platform. (training will be given)
Ability to troubleshoot common hardware/software issues - desirable
Equipment support experience with PC’s
Working knowledge of network protocols, operating systems and standards – desirable
Able to read and understand technical manuals, and procedural documentation
Ability to conduct research into PC issues and products as required
Some familiarity with confidentiality and security requirements in a client based setting - desirable
General understanding of GDPR and information security compliance
Exceptional verbal, written communication and relationship building skills
A keen eye for attention to detail and compliance
Excellent organisational skills with the ability to multi task and work in structured way
Ability to follow instructions and work autonomously, but also recognise when to ask for help
Ability and desire to quickly gain and further develop new skills and knowledge when faced with new challenges
Ability to work under pressure, prioritising tasks in accordance with tight deadlines
Tact and diplomacy
Professional credibility and confidence
Ability to establish and maintain effective working relationships
Employ an empathetic and non-judgmental attitude towards service users.
Positive and outgoing attitude with a confident approach to building new professional relationships
Awareness of equality and diversity principals
Flexibility – this role will require working across multiple sites
Car driver with full access to a vehicle and willingness to travel - Essential
This role is subject to an enhanced DBS clearance check.
Hours:
35 per week (Mon – Fri 09.00 – 17.00)
Salary:
£22,000-£23,000pa dependant on experience
Holidays:
25 days pa plus statutory
Pension:
Auto enrolment pension (6% employer contribution)
Location: Brimscombe, Stroud [with a requirement to travel to other Nelson Trust sites located in Gloucester, Bristol, Swindon Wiltshire, Wales and Somerset