Job summary
We have an exciting opportunity for a Technical Support
Officer to join our staff bank.
Join our dynamic technical support team and play a crucial
role in driving the Trust's digital transformation, providing exceptional
customer service and solving complex IT challenges across multiple sites.
As the frontline of our ICT operations, you will deliver
comprehensive support, training, and guidance to empower users, ensuring
seamless integration of cutting-edge technologies that enhance patient care and
operational efficiency.
Embrace this rewarding opportunity to grow your
skills and make a tangible impact in shaping the future of healthcare
technology
Main duties of the job
A Technical Support officer plays a vital role in ensuring
the smooth operation and maintenance of our Trusts information and
communication technology (ICT) infrastructure.
The primary responsibilities of a Technical Support Officer
include providing first and second-line technical support to users across the
Trust, troubleshooting and resolving software, hardware, network and peripheral
issues efficiently.
The post holder will also maintain the existing ICT
infrastructure, including performing new installations, upgrades, and routine
procedures. They will support the delivery of large-scale ICT projects,
collaborating with cross-functional teams to ensure successful implementation
and integration of new technologies and systems.
The post holder will deliver a strong awareness of cyber and
data security best practices, implementing measures to safeguard Trust data and
systems from potential threats.
The post covers all of the Trust's sites and
will be required to provide support on site within offices, wards, and other
clinical areas.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented
From April 1 2024 we are unable to offer sponsorship for healthcare roles that do not meet the minimum salary, If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post.
Full Job Descriptions can be found in the adverts supporting documents
Job description
Job responsibilities
To provide effective 1st and 2nd line technical support
across the Trust to a high or complex level.
Ensure that ICT software, equipment and peripherals faults
are resolved in line with current SLAs.
To maintain the existing ICT infrastructure by performing
upgrades, new installations and carrying out routine procedures.
Maintain an accurate inventory of hardware and software.
Modify user accounts to control access to applications at
the required permission level.
Reconfigure complex systems and networks to deal with
service demands, user requirements and the installation of new devices.
Configuration and administration of mobile and device
management tools.
Support the delivery of large-scale ICT projects.
Follow all processes and procedures when managing
technical support requests and issues.
Maintain accurate procedures and knowledge articles.
Provide support to the wider Health Informatics department
to resolve complex issues.
Provide advanced training and advice for the use of
specialist equipment and software.
Awareness of cyber and data security.
Support Microsoft and third-party patch management.
Supervision of hardware and software engineers while
on-site during system installations, upgrades, or repairs.
Participate in testing and development of new
ICT systems to aid future Trust requirements.
Job description
Job responsibilities
To provide effective 1st and 2nd line technical support
across the Trust to a high or complex level.
Ensure that ICT software, equipment and peripherals faults
are resolved in line with current SLAs.
To maintain the existing ICT infrastructure by performing
upgrades, new installations and carrying out routine procedures.
Maintain an accurate inventory of hardware and software.
Modify user accounts to control access to applications at
the required permission level.
Reconfigure complex systems and networks to deal with
service demands, user requirements and the installation of new devices.
Configuration and administration of mobile and device
management tools.
Support the delivery of large-scale ICT projects.
Follow all processes and procedures when managing
technical support requests and issues.
Maintain accurate procedures and knowledge articles.
Provide support to the wider Health Informatics department
to resolve complex issues.
Provide advanced training and advice for the use of
specialist equipment and software.
Awareness of cyber and data security.
Support Microsoft and third-party patch management.
Supervision of hardware and software engineers while
on-site during system installations, upgrades, or repairs.
Participate in testing and development of new
ICT systems to aid future Trust requirements.
Person Specification
Special Skills and Knowledge
Essential
- Experience in the support of ICT hardware, software and peripherals.
- Ability to explain technical issues clearly to non-expert users
- Strong problem solving and analytical thinking skills
- Ability to work independently and prioritise tasks effectively.
Desirable
- Specialist technical knowledge of best practice in the field of technical support and relevant standards
- Working knowledge of principles governing confidentiality and security of personal data.
- Familiarity with NHS systems and software
- Understanding of healthcare technology needs
Special Requirements
Essential
- Ability to work outside core times.
- Able to work across all sites as required.
- Participation in Trust wide on call rota.
Desirable
- Ability to meet the travel requirements of this post
Qualifications
Essential
- Degree level or equivalent experience (3 years practical ICT support).
- Technical knowledge of Microsoft Windows based computer systems and additional ICT hardware and systems.
Desirable
- Relevant industry standard qualifications such as :MCP/MCSE
- ITIL Awareness.
Experience
Essential
- Experience in the use of Microsoft operating systems and the ability to support bespoke systems, which control and manage this highly complex environment.
- Experience of supporting computer hardware including PCs, Laptops, handheld devices and other peripherals.
- Experience in the use of network hardware and software and the ability to reconfigure ports to the correct vlans.
Desirable
- Various operating system experience from multiple vendors, including, but not limited to Microsoft Windows and Unix platforms.
- Dell certified engineer training.
- Health Service experience.
- Experience in the use of various communications systems such as Avaya CS1000, Avaya IP Office, Cisco Call Manager, Cisco Jabber or Microsoft Teams.
Person Specification
Special Skills and Knowledge
Essential
- Experience in the support of ICT hardware, software and peripherals.
- Ability to explain technical issues clearly to non-expert users
- Strong problem solving and analytical thinking skills
- Ability to work independently and prioritise tasks effectively.
Desirable
- Specialist technical knowledge of best practice in the field of technical support and relevant standards
- Working knowledge of principles governing confidentiality and security of personal data.
- Familiarity with NHS systems and software
- Understanding of healthcare technology needs
Special Requirements
Essential
- Ability to work outside core times.
- Able to work across all sites as required.
- Participation in Trust wide on call rota.
Desirable
- Ability to meet the travel requirements of this post
Qualifications
Essential
- Degree level or equivalent experience (3 years practical ICT support).
- Technical knowledge of Microsoft Windows based computer systems and additional ICT hardware and systems.
Desirable
- Relevant industry standard qualifications such as :MCP/MCSE
- ITIL Awareness.
Experience
Essential
- Experience in the use of Microsoft operating systems and the ability to support bespoke systems, which control and manage this highly complex environment.
- Experience of supporting computer hardware including PCs, Laptops, handheld devices and other peripherals.
- Experience in the use of network hardware and software and the ability to reconfigure ports to the correct vlans.
Desirable
- Various operating system experience from multiple vendors, including, but not limited to Microsoft Windows and Unix platforms.
- Dell certified engineer training.
- Health Service experience.
- Experience in the use of various communications systems such as Avaya CS1000, Avaya IP Office, Cisco Call Manager, Cisco Jabber or Microsoft Teams.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
County Durham & Darlington NHS Foundation Trust
Address
Darlington Memorial Hospital NHS Trust
Hollyhurst Road
Darlington
County Durham
DL3 6HX
Employer's website
https://www.cddft.nhs.uk/ (Opens in a new tab)
