IT Technical Support Officer

Information

At CrossReach we’re a charitable organisation that puts people at the heart of everything we do.  From caring for older people, children and families and the homeless to supporting those with learning disabilities, we’ve been delivering innovative social care for 150 years.  And as one of Scotland’s largest social care providers, we have 65 services and 1,800 employees across the country.

 

As a member of our Corporate Services team you’ll be helping some of the most vulnerable people in our society live safer, fuller and happier lives.  Our values driven culture means we are accepting, respectful and compassionate to both our service users and employees.  So, join us and you’ll be part of a professional environment with a range of development opportunities and a generous benefits package.  It’s a career that will enhance both your life and the lives of vulnerable people across Scotland.

Main Function

To provide high quality advice and support to Computer users throughout CrossReach.

Main Duties

1. Operating a Helpdesk Service, either face to face or over the telephone providing solutions where possible to all IT problems presented, prioritising other calls and referring them to the appropriate IT Team member where necessary.

2. Working with the Systems Support Engineer to ensure that all CrossReach computer users have the necessary tools to enable them to perform the tasks required of them.

3. Working with the Systems Support Engineer in the setting up and the support of software for all CrossReach computer systems.

4. Providing support, including procedural documentation and relevant reports to the Systems Support Engineer.

5. Following diagrams and written instructions to repair a fault or set up a system.

6. Supporting the roll-out of new applications.

7. Setting up new users' accounts and profiles and dealing with password issues.

8. Responding within agreed time limits to call-outs.

9. Prioritising and managing many open cases at one time.

10. Replacing hardware components where necessary through upgrades or broken equipment.

11. Rapidly establishing a good working relationship with customers and other professionals.

12. Testing and evaluating new technology.

13. Configuring and installing computer hardware and applications for use in Services and when necessary providing support to Services remotely.

14. Maintaining a database of IT equipment (Staff member, locations and serial number).

15. Installing printing devices locally and at remote sites.

16. Assisting the Systems Support Engineer in the installation and configuration of Broadband and Network systems in Services throughout Scotland.

17. Carrying out such other duties as may be required from time to time by the IT Manager.

Qualifications

A relevant qualification and substantial experience in working with PCs.

Personal

Applicants for this post will have a flexible approach to work and the ability to work as part of a small team.

Have respect for all aspects of Christian worship.

Skills and Abilities

Essential:

1. Good personal communication skills whether face to face, on the phone or in writing, with an ability to communicate technical issues with users in non-technical language.

2. Good analytical and organisational skills.

3. A good knowledge of Microsoft Office products, LANs and Network.

4. Experience of managing and performing system supports.

5. Systematic, logical and effective approach to Fault diagnosis and resolution.

6. Good knowledge of the following:

• Installation and configuration of desktop operating systems and applications. (Microsoft Windows desktop operating systems from Windows 7 onwards).
• PC and server hardware components and configuration.
• Monitoring and configuring network applications including security applications to protect from the range of threats including viruses, trojans, and malware.
• Back up technologies, including back up to disk, back up to tape, back up job creation and monitoring, and restoring data.
• Microsoft Office, including strong skills in using, configuring and supporting current versions of Word, Excel, PowerPoint and Outlook.

Desirable:

1. Some knowledge of the following:

• Active Directory (AD) and the ability to use AD to manage users, hardware, and groups (security and distribution groups).
• Network components including routers, switches, hubs etc.
• Remote support tools.
• Managing document and folder structures and applying and managing AD permissions.