IT Technician

Job responsibilities

JOB DESCRIPTION IT TECHNICIAN

REPORTS TO IT MANAGER

ACCOUNTABLE TO CHIEF OPERATING OFFICER

Job Summary

To assist the IT Manager and other IT Technicians in the provision of IT support throughout the Hospice and various retail sites.

Responsibilities

To help and support the IT Manager and other IT Technicians in maintaining day to day operations of all Hospice ICT systems.

To implement changes and enhancements as instructed by the IT Manager to develop and support the Hospice IT infrastructure.

To provide telephone and desktop support to IT users of Microsoft Windows, Microsoft 365, Microsoft Office and other software packages including remote access.

To proactively monitor the IT helpdesk and prioritise and resolve any requests and issues or escalate to the IT Manager as appropriate.

In conjunction with external contractors, administer the network including occasional out of hours support.

To support and maintain antivirus software as part of the Hospice Risk Management policy.

To ensure that backup and recovery procedures are functioning correctly.

Assist with hardware and software installations.

Manage user access across various IT systems.

Assist in the development and documentation of support procedures and policies.

Help maintain an IT log ensuring continuity of system changes.

Assist in maintaining the Hospice hardware and software inventories.

When required, visit shops and distribution centres to perform fault resolution, maintenance and installation of new hardware, ie PCs and printers.

Support the delivery of IT projects.

To be aware of the requirements of the Data Protection Act GDPR, to promote and observe security and confidentiality requirements for all users.

Where required assist patients and family members with IT related issues.

To provide guidance on the use of Microsoft packages and third party software.

Provide out of hours support in line with an agreed on call rota.

Keep up to date with developments in the field of Information Technology.

Assist the IT Manager with the evaluation of new technologies and identifying where and how they can fit in with Hospice activities and help deliver the overall Hospice strategy.

Personnel Responsibilities

To participate in the induction of all new staff as required.

To recognise the value of volunteer contribution and play an active part in their support and development where appropriate.

Educational Responsibilities

To participate in the Hospice education programme.

To give feedback from attended education programmes/study days.

To provide guidance on the use of Microsoft Office packages and third party software.

Personal Development

To devise with the IT Manager a personal development plan in line with the Hospice objectives and personal needs.

To maintain and increase personal professional skills, obtaining relevant IT qualifications.

Organisational Responsibilities

To work within the policies of the Hospice and act within Care Standards at all times.

To uphold the hospice and individual team values at all times

To ensure effective use of resources.

To respect at all times the confidentiality of information covering patients, staff and volunteers.

To play an active part in the development and maintenance of good relationships with all who have business with the Hospice.

To promote the Hospice philosophy of care towards patients, relatives and visitors.

Because of the special nature of the Hospice and its work the postholder may on occasion be asked to undertake other duties to help maintain our high standard of care.

THIS JOB DESCRIPTION IS NOT NECESSARILY EXHAUSTIVE AND MAY BE SUBJECT TO REVIEW BY THE IT MANAGER IN CONJUNCTION WITH THE POSTHOLDER.

Experience

Essential

• Extensive work experience in an IT customer facing environment.
• Knowledge of the following Microsoft platforms / technologies:-
• PC Operating Systems: Windows 10 and 11
• Windows Server 2016 - 2022
• Windows Permissions, Domains and Active Directory
• Microsoft 365 administration
• Microsoft applications such as Microsoft Teams, Word, Excel and Outlook.
• Microsoft Azure
• Extensive experience of PC and peripheral hardware.
• Knowledge of Local Area Networks & Wi-Fi technology.

Desirable

• Knowledge of Microsoft SharePoint
• Experience of programming or scripting
• Experience of SQL Server

Personal Qualities

Essential

• Willingness to learn and to take direction.
• Confident liaising with staff.
• Friendly, approachable manner.
• Ability to work both as part of a team and on own initiative.
• Ability to prioritise work.
• Able to work under pressure.
• Committed to self-development.

Qualifications

Essential

• Relevant IT qualification e.g. BTEC National
• Diploma or equivalent industry experience.
• Microsoft MCP in relevant subject or equivalent
• experience or qualification.

Desirable

• Microsoft MCSE
• HND or Degree in Computer
• Science

Specific Skills

Essential

• Able to analyse complex fault symptoms on servers, networks, PCs and peripherals and determine the best course of action to remedy
• problems.
• A good understanding of the importance of network security.
• Excellent IT knowledge.
• Excellent verbal and written communication skills.
• Ability to work accurately with excellent attention to detail.
• Ability to meet deadlines.
• Ability to work effectively with people with diverse skills, abilities and experience using technology.
• A flexible attitude and approach to the changing work environment and to provide a flexible service.
• Clean driving license with access to a vehicle to travel to other hospice locations.