IT Services Officer

Reporting to the IT Operations Manager this technical role has specific focus on the College’s site based IT systems responding to IT issues along with ensuring the viability of desktop systems and local applications.

Key Responsibilities

Technical functions

• Site Co-ordinator with responsibility for the IT resources and management of staff at     locations responsible for, with the opportunity to move around to different sites to broaden   skillsets and to fulfil the demands of the IT Services team availability
• Provide general 1st / 2nd / 3rd line IT support to users on-site
• Provide technical solutions for users
• Responsibility for site-resources and allocations
• Follow documentation processes and procedures for new and existing site resources
• Maintenance of the software catalogue and current licences
• Responsibility for the facilitation of on-site Exams (software and hardware)
• Deploy both hardware and software to facilitate the educational experience
• Utilise knowledge of the area of work to support an effective, user-friendly and professional service. 
• Ensure SLAs are adhered to
• Provide general support for the teaching of students at college centres with a specific focus on Technology Enhanced Learning equipment and processes
• Ensure an appropriate level of support is provided for the business support areas of the centre to ensure the continued operation of IT systems
• Maintain IT equipment to ensure its efficient operation and performance levels
• Demonstrate a range of IT equipment to staff / students to ensure their safe operation
• Carry out basic maintenance tasks including a range of testing to ensure equipment remains in a safe and good working condition
• Carry out routine record keeping ensuring accurate records of maintenance etc are maintained
• Transport goods and equipment on the centre using trolleys/vehicles and complete site set up

Health and Safety

• Comply with internal and external health and safety guidelines, instructions and regulations
• Ensure IT Areas are maintained in a clean and tidy manner

Customer service/quality related

• Ensure high levels of customer service and promote a positive image of IT Services and equipment
• Identify problems and issues and respond to complaints or queries and where appropriate refer on to the appropriate supervisor 
• Comply with set quality standards and procedural instructions 

Finance/security related 

• Identify shortfall in stocks and consumables/basic equipment to ensure that adequate supplies and resources are maintained 
• Where it is identified as necessary handle cash/cash equivalents
• Comply with college security, stock control, cash-handling procedures, standards and audit requirements
• Comply with financial regulations within the IT services 

General 

• Help to ensure through good working practices that the objectives, values and aims of IT Services and equipment and the college are achieved on time 

All employees have a responsibility to carry out the duties of the post in line with the new public sector equality duty and our commitment to promote and advance equality of opportunity within the college

All staff will be expected to:

Carry out such other relevant and appropriate duties within the framework of a post of this grade that may from time to time be required at a location determined by the needs of the service.

To make full use of new technology in all aspects of job requirements

To attend and participate in section meetings and development groups

Skills, Knowledge and Expertise

Essential Criteria

• Experience of working with colleagues to set quality standards and service standards to ensure effective operation of cross Group systems and initiatives
•  Experience installing and configuring Microsoft based operating systems and associated applications/services on Desktop equipment at enterprise levels 
• Technical knowledge of network related protocols and infrastructures specifically TCP/IP
• First hand experience troubleshooting all levels of IT desktop hardware
• Effective interpersonal and communication skills, both written and verbal 

Desirable Criteria

• Experience of supporting complex enterprise level IT systems in a medium to large organisation
• An understanding of Information security management and standards
• Experience of maintaining vendor partnerships, ensuring that service provision is met and value is delivered.
• Experience of working with VMWare Horizons in the configuration and management of a virtualised environment
• Experience of hosting Microsoft Office 365 
• Experience of administering and configuring backup systems to ensure business continuity via on premise or cloud based solutions 
• Appropriate level and context level 4 qualification suited to this role
• A good technical knowledge of network equipment and infrastructures
• Some knowledge of the Aruba (or similar) WiFi controller.
• Some experience of troubleshooting hardware such as routers, switches, hubs, modems, network interface cards etc
• Good working knowledge of Legislative & Regulatory requirements
• A qualification or knowledge of the ITIL standards for IT governance