ICT Assistant in Thornhill

Location: HALO's HQ office, Carronbridge, Dumfriesshire, Scotland

Salary: £27,563 per annum

Hours: Full Time

Contract Type: Permanent

Reports To: IT Support Services Manager

Key Internal Contacts/Relationships: UK HALO Staff, international staff and Programme IT Staff.

Key External Contacts/Relationships: Suppliers and Vendors

Job Purpose: To provide on-site and remote ICT support to HQ and HALO Programmes.

About the role: Are you passionate about technology and eager to learn? This is your chance to join a close-knit team making a real difference. The HALO Trust, a sector-leading humanitarian NGO, is seeking an enthusiastic ICT Assistant to join our team in Dumfriesshire, Scotland. This is a full‐time, on‐site role based five days a week at our Carronfoot office, just outside Thornhill. Working under the supervision of the IT Support Services Manager you will provide friendly and effective on site and remote ICT support to HALO staff across the UK and 30+ overseas programmes.

Responsibilities:

• Assist staff with all their technical needs
• Triage and manage IT requests submitted to the IT Service Desk
• Setup and image devices (laptops, mobiles etc).
• Day to day support of management for the HALO Trust's Microsoft 365 estate
• Support the IT Support Services Manager with purchasing and managing of software licences
• Maintain and troubleshoot ICT infrastructure, keeping everything running smoothly (i.e networks, audio and video conferencing systems, backups, etc).
• Assist in the implementation of information technical controls to help ensure that internal information security policies, and data protection laws are upheld
• Maintain inventory of all ICT assets
• Design and deliver training sessions to empower staff with tech skills.
• Collaborate with in-country programme teams, providing guidance, support, and training.
• Think outside the box and propose innovative solutions to improve our systems.
• Any other duties allocated by the line manager or senior management following consultation with the post holder

General:

• Uphold HALO's core values and standards, promoting its ethos and mission statement
• Ensure familiarity with and adherence to all HALO policies and procedures, especially the code of conduct and safeguarding

Requirements:

• Relevant ICT qualification at HNC level or higher, or equivalent practical experience
• Strong problem-solving skills, with the ability to diagnose issues methodically
• Willingness and confidence to question existing practices and suggest improvements
• Clear written and verbal communication skills, including creating and maintaining concise technical documentation
• Positive, user-focused approach to ICT support in a busy operational environment

Core technical skills:

• Windows operating systems, including Windows 10, 11
• Microsoft 365 user administration, including Microsoft Exchange Online, SharePoint Online
• Basic understanding of computer hardware, including assembly, replacement, and fault diagnosis
• Ability to efficiently triage, diagnose and resolve IT issues by providing first and second-line support, both onsite and remotely
• Understanding of information security principles and safe handling of organisational data

Experience:

• Previous ICT support experience is desirable but not required. Enthusiasm, aptitude, and willingness to learn are essential. Full training will be provided to the right candidate

Infrastructure and systems:

• Experience administering or supporting Windows Server 2019 or newer, including Active Directory, DHCP etc
• File storage, backups, and basic disaster recovery processes
• Exposure to enterprise networking concepts, including deployment and maintenance
• Experience with Cisco Meraki networks
• Experience with RMM, MDM and endpoint configuration management solutions
• Experience with security awareness and phishing simulation platforms
• Familiarity with a scripting language (eg Python, Powershell)

Platforms and devices:

• Familiarity with mobile device platforms (Android/iOS)
• macOS
• Experience with any Linux distributions

Security and operations:

• Awareness of information security standards and operational best practice in enterprise or NGO environments
• Experience responding to security alerts or incidents under guidance

Ways of working:

• Experience supporting users across multiple locations or time zones
• Familiarity with asset management and inventory tracking

Travel Requirements:

• Occasional travel to other HALO Trust UK Offices (eg annual team meetings)

25 days' annual leave plus 8 statutory holidays

Non-contributory life assurance

Private medical insurance

Pension contributions matched by HALO up to 5%

Emergency medical insurance while travelling overseas (including on leave)

Please submit a CV (no more than 2 pages) and a cover letter (no more than 1 page) outlining how your experience matches the key skills and competencies required by 30th March 2026. Applications without a cover letter tailored to this position will not be considered. We reserve the right to amend the closing date depending on the number of applications received.

The HALO Trust is an Equal Opportunity Employer and does not discriminate against any applicant for employment because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. The HALO Trust is committed to a culture that is both diverse and inclusive and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. The HALO Trust is committed to ensuring that it provides a safe and trusted environment which safeguards and promotes the welfare and wellbeing of anyone who comes into contact with, or is part of, the Charity, with a zero-tolerance approach to behaviours which challenge this.