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ICT Support Technician (Specialist Administrator) Job Description and Person Specification Purpose of the job Citizens Advice Sheffield provides a range of advice and advocacy services through digital means, by telephone and in person. We seek to empower our clients and support them to improve their confidence and capability on a wide range of issues. We aim for excellence. Our ambition is to be among the best advice services in the country, and one of the leading voluntary and community organisations in Sheffield. We campaign for change to social policy to improve the well-being of the people and communities we support. Main duties and responsibilities As an ICT support technician you will provide first line ICT support for all staff. You will take ownership of the ICT helpdesk to log and support technical issues/queries from end users including users working from home, as well as office and outreach locations within the city. ● Troubleshoot issues related with all ICT systems promptly and effectively supporting seamless business operations (helpdesk function) ● Support staff encountering difficulties with our ICT systems to effectively resolve these, including answering ‘How do I’ type questions ● Perform routine tasks to maintain user accounts and permissions, and the wider infrastructure ● Installation and maintenance of ICT systems including PCs and laptops, mobile phones, softphones, tablets, printers and other communication equipment ● Assisting the ICT Supervisor with deployment and monitoring of endpoint and network security software applications for compliance ● Managing and maintaining adequate stock levels of consumables and spares ● Alongside the ICT Supervisor, provide support for all digital data processing systems and business applications in use by the organisation ● Escalate issues where required and liaising with third-party support providers as appropriate ● Assist in providing ICT training to staff as part of the induction process for new starters and ongoing staff development ● Liaising with suppliers in relation to installation, maintenance and fault finding of networking equipment such as routers, firewalls, wireless access points and switches ● To be a highly motivated team player with the skills and ability to manage changing priorities ● Maintain excellent communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation ● General administration duties both related to ICT and in the wider Support Services function Responsibilities and Accountabilities ● Maintain professional conduct at all times and act in accordance with the values of Citizens Advice Sheffield ● Comply with all company policies and procedures at all times ● Responding to ICT support requests as prioritised by our policies and procedures and the Team Manager (ICT & Digital) ● Promptly attend to information security incidents using the established incident handling procedure ● Keeping accurate records of all support requests through to completion of the task ● Timely and accurate provision of support services ensuring business continuity Professional learning and development ICT Technicians are required to undertake learning and development including keeping up to date with rules and legislation, policies and procedures and attending internal and external training as required. We will support the postholder to achieve relevant qualifications and to regularly participate in training updates across our key systems and cyber security requirements as necessary. Person Specification Essential Knowledge and experience ● Ability to understand ICT hardware, software and troubleshooting ● Familiar with Google’s suite of office software ● Familiar with ICT needs and uses in a modern office environment particularly cloud based solutions ● Familiar with Microsoft Windows operating system ● Awareness of common cyber security issues relevant to our devices and software Skills and abilities ● Good customer service skills ● Good communication skills with both technical support staff and non-technical users of ICT software and equipment ● Ability to work towards deadlines and in a fast paced environment ● Ability to plan and prioritise work with minimal supervision ● Good attention to detail Aptitude Commitment to: ● the goals and values of Citizens Advice Sheffield ● working flexibly and to adapting to changing needs and priorities ● team working ● the delivery of service performance standards ● personal learning and professional development ● equality, diversity and inclusion Qualifications and training ● At least a Level 3 qualification or equivalent in a relevant area Desirable ● Experience working within ICT or a voluntary sector environment would be an advantage but is not necessary if you can demonstrate the ability to meet these requirements ● Formal technical qualification or comparable professional experience in related subject area, for example Google Professional Collaboration Engineer for Workspace Professional Certificate ● Familiarity with Google Workspace (Enterprise) administration ● Familiarity with vulnerability management related to Cyber Essentials certification ● Ability to multitask ● Ability to problem solve ● Enthusiastic approach to customer service