Desktop Support Technician in Telford

This role is a maternity cover until the 1st December 2027.

As a Desktop Support Technician, you will play a key role in ensuring that all users across the college can effectively access and use IT systems.

You’ll be responsible for maintaining, updating, and supporting the college’s computers, peripherals, and related technology to ensure everything runs smoothly for teaching, learning, and day-to-day business operations.

Your proactive approach to equipment care and technical support will help create a reliable and efficient IT environment for staff and students alike.

Key Responsibilities

• Deliver an effective and customer focused help desk: Acting as one of the first points of contact for the IT/digital support contact line, recording support requests in relevant systems and supporting the end user with their query/issue; escalating if necessary.
• Supporting end users remotely, as well as physically in the college’s main campus and other associated sites.
• Assist with maintaining, managing, and updating all college hardware ensuring it remains in a serviceable and compliant condition.
• Report/diagnose/record and resolve all college hardware and software faults.
• Install software packages to run under college operating systems, in line with the college IT security policy.
• Install and test college purchased computer hardware (including Apple devices) and other peripheral devices.
• Assist and support the scope and implementation of specific projects as requested by the line manager.
• Undertake annual IT asset reviews and checks, as well as ensuring all assets entering the college are correctly recorded, amend records upon any asset moves and support with recording of assets for disposal.
• Assist with the checking and maintaining device records in Windows Active Directory and Intune MDM and using the systems to deploy software and apps.
• Support the network team with testing of new software, hardware and computer images prior to cross-college roll out.
• Assist with the issuing of portable IT equipment to end users, following the college procedures.

Skills, Knowledge & Expertise

• Previous experience in 1st level ICT support.
• Good level of technical awareness and diagnostic skills.
• Experience and knowledge of using and supporting the Office and Office 365 suite – including Teams, One Drive, Sharepoint and Exchange Online.
• Significant level of knowledge and experience in the use and support of Windows technologies.
• Excellent interpersonal and communication skills, both written and verbal, with the ability to communicate effectively with staff at all levels and establish and sustain positive relationships.
• Significant knowledge and experience of supporting hardware and software, including telephony equipment, in a technical support role.
• Willing to work flexibly and outside of normal office hours – this could include early starts on a rota basis and evening and weekend work.

Qualifications & Training

• Level 2 qualification (GCSE A*-C, or equivalent) in Maths and English or a willingness to attain these qualifications with the support of the College.
• Level 3 IT qualification.
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