Job Title
IT Support Administrator

Reports To
Senior IT Manager

Department
Information Technology (IT)

To provide first-line technical support across the organisation, ensuring timely resolution of IT service
requests and incidents. The IT Support Administrator will manage the helpdesk system, respond to
support tickets, and deliver effective assistance across a range of hardware, software, and user
account issues. This role plays a key part in maintaining the day-to-day IT operations and supporting
staff in achieving their goals through reliable technology services.

1. IT Support & Helpdesk Management

•  Monitor and triage incoming helpdesk tickets, ensuring issues are logged, prioritised, and

responded to in a timely and professional manner.

•  Provide first-line support for staff across the organisation, including troubleshooting of

hardware, software, email, login, VPN, and connectivity issues.

•  Escalate complex issues to the Senior IT Manager or relevant external partners where

appropriate.

•  Maintain clear and accurate documentation of support actions and resolutions within the

helpdesk system.

2. User Account & Access Administration

•  Create, configure, and maintain user accounts in Active Directory, Microsoft Exchange, Office

365, and other systems as required.

•  Support onboarding and offboarding processes, including account setup, permission

assignment, and device deployment.

•  Ensure access rights are granted appropriately and in line with organisational policies.

3. Hardware & Software Provisioning

•  Prepare and configure IT equipment for staff, including desktops, laptops, mobile devices, and

•

peripherals.
Install and maintain standard software packages and ensure systems are kept up to date with
relevant patches and security updates.

•  Coordinate the deployment of equipment to local and remote staff as needed.

4. Operational Support

•  Provide on-site technical support and occasional phone cover at the Head Office.
•  Maintain a tidy and organised IT workspace and storage area, ensuring equipment is logged,

asset registered, and securely stored.

•  Assist with maintaining inventory of IT assets, including hardware lifecycle tracking.

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5. Communication and Escalation

•  Keep the Senior IT Manager informed of significant incidents, recurring issues, or potential risks.
•  Maintain clear, professional communication with colleagues and external suppliers or support

providers.

6. General Duties

•  Operate independently in the day-to-day administration of IT tasks and responsibilities.
•  Provide first aid cover at HQ if qualified and required.
•  Undertake any other duties as reasonably requested in line with the scope and purpose of the

role.

Criteria

Technical knowledge
and experience

IT skills and
qualifications

Problem solving and
decision making

Communication and
interpersonal skills

Organisation and
time management

Essential
Experience providing first-line IT support
across a range of hardware, software, and
systems
Knowledge of Windows operating
systems, Office 365, and basic networking
(IP, DNS, VPN)

Experience with helpdesk/ticketing
systems

Proficient in troubleshooting hardware
and software issues

Confident installing and configuring
operating systems and applications

Ability to assess and prioritise multiple
support requests

Logical and methodical approach to
problem solving
Clear, professional verbal and written
communication skills ability to work
collaboratively with other teams
Ability to remain calm and helpful under
pressure
Able to work independently, manage
workload, and meet deadlines
High attention to detail and record-
keeping

Desirable

Experience working in a charity
or not-for-profit IT environment

Familiarity with Microsoft
Exchange, Active Directory,
and Azure AD
Experience supporting remote
users and cloud-based
services
IT qualification (e.g. CompTIA
A+, Microsoft certifications, or
similar)
Understanding of ITIL
principles or service
management frameworks
Experience escalating issues
appropriately within an IT team
structure

Experience communicating
technical information to non-
technical users

Experience managing small
projects or technical rollouts

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Criteria

Essential

Teamwork and
collaboration

Willingness to support colleagues and
work collaboratively across departments

Flexibility and
attitude

Positive, proactive approach to learning
and problem solving

Other requirements

Commitment to confidentiality and data
protection standards

Based in HQ, residing within an hour’s
travel

Date Reviewed: September 2025

Desirable
Experience providing IT
support in multi-site or hybrid
organisations
Willingness to occasionally
work outside normal hours
during critical incidents or
updates
First Aid qualification (or
willingness to train)

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