IT Support Technician - INTERNAL ONLY

Percy Hedley Foundation•Newcastle, NE

6d•Onsite

About The Position

The Percy Hedley Foundation is seeking an IT Support Technician to provide technical support for end-user computing, infrastructure, and business systems. This role involves diagnosing and resolving hardware, software, and network issues, installing and configuring devices, managing user accounts, and supporting Microsoft 365. The technician will also maintain IT records, assist with projects, follow IT policies, and deliver excellent customer service. The ideal candidate will be curious, a problem-solver, and eager to learn and improve IT service delivery.

Requirements

Enjoy understanding how technology works.
Take satisfaction from solving problems that don't always have an obvious answer.
Naturally curious.
Enjoy learning new skills.
Not afraid to investigate an issue before asking for help.
Takes ownership of work.
Shares knowledge with colleagues.
Looks for opportunities to improve the way IT services are delivered.
Enjoys helping people.
Takes pride in providing an excellent customer experience.
Willingness to learn.
Genuine interest in technology.

Responsibilities

Providing first and second-line technical support to end users.
Diagnosing, investigating and resolving hardware, software and network issues, using a logical troubleshooting approach to identify root causes.
Installing, configuring and maintaining desktops, laptops and mobile devices.
Creating and managing user accounts, permissions and access.
Supporting Microsoft 365 applications and services.
Maintaining accurate records within the IT service management system.
Assisting with IT projects, system upgrades and equipment deployments.
Following IT policies, procedures and security standards.
Delivering excellent customer service and communicating technical information clearly.
Identifying recurring issues, recommending improvements and contributing ideas that improve the quality and delivery of IT services.

Benefits

28 days annual leave plus bank holidays
Loyalty awards starting at 2 years’ service
Wellbeing support (including occupational health, physio services and counselling services)
Contributory Pension Scheme
Induction and ongoing training
Employee Assistance Programme
Access to a rewards scheme designed to save money on shopping
Access to Blue Light Card
Cycle to Work Scheme
Access to discounted Nexus Travel
Corporate Pop Card (payments spread over 12 months and deducted from salary each month)