IT Support Technician at The University of Sheffield

As IT Support Technician within Faculty IT, you are responsible for providing high quality, customer focused IT support service with a focus on the academic, student, research and staff experience across University faculties and the central IT Services Department.

You will provide both in-person and remote support and resolution for customer requests, end user devices, hardware, operating systems, software & cloud based applications, configure network services for Windows and macOS. You will organise and coordinate resource and work activities including all aspects of device management and IT support for faculty-specific projects, workstreams and annual events.

Main duties and responsibilities

• Provide high quality, customer focused IT Support service across university faculties and departments, supporting a wide range of academic and professional services customers in line with agreed process, procedures and policy.
• Deliver support resolution for faculty-specific and university-wide customer requests and issues, escalation and liaison with third parties and colleagues as appropriate.
• Co-ordinate and take ownership of service requests and issues to ensure they are investigated, diagnosed and resolved efficiently, with minimal guidance and supervision, keeping the customer informed of progress.
• Provide both in person and remote support and maintenance for end user devices, hardware, operating systems, faculty-specific software & cloud based applications and configure network services for Windows and macOS maintaining security principles, policy and good practice (Desk side, TechBar, in-person, remote).
• Organise and coordinate resource and work activities both independently and as part of the Faculty IT team ensuring activities meet agreed quality standards, procedures and service levels
• Manage operational activities including all aspects of faculty device management from procurement, staging, deployment, maintenance and repair to disposal and ensuring asset management policy and procedures are accurately maintained.
• Provide specialised IT support for faculty-specific projects, workstreams and annual events, working in collaboration with all IT Support teams and Managers, promoting good and safe working practices.
• Create, maintain and update operational and support documentation for faculty-specific systems, including exchanging knowledge with colleagues through documents, presentations, handovers and demonstrations.
• Carry out other duties, commensurate with the grade and remit of the post