IT Support Technician - 6 Month FTC

Phyllis Tuckwell Memorial Hospice offers a fixed-term IT Support Technician post within its IT team for six months, with a possible extension. The role adds helpdesk capacity, resolving day-to-day IT faults for staff and volunteers across the organisation, mainly on Windows 11, Microsoft 365, user accounts and devices. It is part-time, 18.75 hours a week across weekday afternoons, with flexible working between sites. No sponsorship is offered, and a standard DBS check applies.

What the job involves

• Provide first- and second-line support for hardware, software and core services, including Windows 11, Microsoft 365, Active Directory, Entra ID, printers and network connectivity
• Take ownership of helpdesk tickets, logging, investigating, updating and resolving incidents and requests within agreed timescales
• Troubleshoot user account, authentication and access issues across Active Directory, Entra ID and Microsoft 365
• Carry out routine user administration: account creation and changes, password resets, group membership and permissions
• Set up, configure and troubleshoot Windows 11 laptops and common end-user equipment
• Support new starter, leaver and role-change processes, providing accounts, equipment and access
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive and Office
• Support printers, docking stations, monitors, mobile devices and peripherals
• Diagnose basic network and connectivity faults, escalating infrastructure or complex security issues to the IT team or third-party suppliers
• Record clear ticket notes and maintain IT asset records and equipment inventories
• Follow IT security and access procedures, keep up to date through training, and contribute to support documentation and the knowledge base
• Inform the appropriate professional of safeguarding concerns about adults or children at risk, under the safeguarding policy

What’s required

Qualifications

• IT-related qualification or equivalent experience

Experience

• First- and second-line IT support in a multi-user environment
• Hands-on Windows 11 support, including OS, application, hardware and user-profile issues
• Administering Microsoft Active Directory, including accounts, password resets and group membership
• Administering Microsoft Entra ID, including accounts, authentication and access issues
• Good working knowledge of Microsoft 365, including Outlook, Teams, OneDrive and Office
• Working with a helpdesk or IT service-management system, taking tickets through to resolution

Skills & knowledge

• Methodical troubleshooting, prioritising tickets by impact and urgency
• Setting up and troubleshooting laptops, monitors, docking stations and printers
• Troubleshooting basic network and connectivity issues and recognising when to escalate
• Awareness of UK GDPR, information security and cyber risks, with appropriate escalation
• Clear communication with users of varying technical knowledge, and clear written ticket updates
• Working independently and within a small team, and adapting quickly to organisational systems

Checks & eligibility

• Standard DBS check

Other

• Willingness to undertake relevant training
• Flexible and adaptable, willing to assist colleagues

What’s offered

• Six weeks' paid holiday plus public holidays
• Group personal pension with matched employer contributions up to 7.5%
• Health cash plan
• Employee assistance programme
• Staff benefit scheme
• Blue Light discount card
• Ongoing professional development and training
• Flexible hours and flexible working