IT Support Officer

About the role

Purpose of the role

To ensure that Torch’s IT infrastructure is operating effectively to support the charity’s mission.

Tasks

Serving as the first point of contact for IT support within the organisation

Installing, configuring and maintaining software and hardware components of computer and network systems

Researching, diagnosing and troubleshooting software and hardware issues via phone, in person or electronically

Setting up new users’ accounts and profiles and deal with password issues

• Repairing and replacing damaged computer and network components
• Ensuring the security of client and server computers by installing and upgrading antivirus and firewall software
• Supporting and training people whenever they encounter challenges with computers and network devices
• Ensuring systems are regularly updated and backed up to enable smooth disaster recovery
• Maintaining and updating technical documentation regularly
• Testing new hardware and software before full-scale installation
• Testing and evaluating new technology for blind and partially sighted people
• Conducting electrical safety checks on computer/IT equipment
• Updating and developing the websites

Person Specification

•           Proven work experience in IT support or IT technician roles
•           Associate degree or advanced apprenticeship in Computer Science or relevant disciplines
•           In-depth knowledge of Windows 10, 11 and Windows Server operating systems
•           Practical experience with internet and network security protocols
•           Knowledge of website development and maintenance
•           Problem-solving skills
•           Technical documentation skills

Organisational and interpersonal skills

You’ll need to show evidence of the following:

• the ability to think logically
• a good memory of how software and operating systems work
• excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
• the ability to work well in a team
• problem-solving skills
• a strong customer focus
• the ability to prioritise your workload
• attention to detail

Contract and Work Pattern

This is a permanent contract of 32 hours per week based at Torch House