IT Helpdesk Administrator

Itchen Sixth Form College; Southampton; On-site; GBP 20,000 - 30,000; Full time

Job summary

A vibrant sixth form college in Southampton seeks an enthusiastic IT Helpdesk Administrator to provide first-line technical support. You will be responsible for resolving hardware and software issues, offering excellent customer service, and assisting staff and students. This is a permanent full-time position ideal for someone passionate about technology and looking to develop their skills within a supportive environment. Ideal candidates will have good IT knowledge and strong communication skills.

Benefits

Free parking

On-site nursery

Employee Assistance Programme

Free use of the college gym

Qualifications

• Solid understanding of hardware, software, and basic networking.
• Ability to troubleshoot and resolve technical issues effectively.
• Experience in dealing with end-users and resolving their technical issues.

Responsibilities

• Provide first-line support to end-users via various channels.
• Diagnose and resolve hardware and software problems.
• Collaborate with IT team members on complex issues.

Skills

IT support knowledge

Problem solving

Customer service

Communication

Education

Level 1 or 2 qualification in IT

Maths and English GCSE Grade 5-9 or A-C

Tools

Windows operating system

ChromeOS

macOS

Job description

Description

We have an exciting opportunity for an IT Helpdesk Administrator (1st Line Support Technician) to join the IT Support Team at Itchen College during a period of growth and development within the department. Reporting to the Deputy Head of IT, we are seeking an enthusiastic and self-motivated individual who is committed to delivering high-quality, user-focused IT support. As the first point of contact for staff and students, you will play a key role in ensuring a positive support experience by providing effective first-line technical assistance and excellent customer service. You will also support the wider IT team by accurately logging, prioritising, and escalating issues where appropriate. The work of the IT team is varied and fast-paced, with no two days the same. Itchen College is a busy and vibrant environment, and we are therefore looking for someone who is adaptable, approachable, and brings a positive, can-do attitude to their work. If you are passionate about technology, enjoy helping others, and are keen to develop your skills within a supportive team, we would love to hear from you.

This role will be a great fit if you:

• Have a solid understanding of core IT support areas such as hardware, software, and basic networking, gained through hands‑on experience, training, or relevant qualifications.
• Are detail‑oriented and willing to take a hands‑on approach to resolving issues.
• Enjoy problem‑solving and can confidently troubleshoot and resolve technical issues in a structured way.
• Are able to recognise user and organisational needs and contribute ideas to improve systems or support processes.
• Understand the importance of IT security and follow best practice to help maintain a safe and secure IT environment.
• Take a proactive approach to your work and are committed to delivering a high standard of technical support and customer service.
• Are reliable, resilient, and capable of meeting the practical demands of a busy IT support role.
• Can work independently using your own initiative, while also working effectively as part of a collaborative team.
• Communicate clearly and professionally with a wide range of users, adapting your approach as needed.

Share and support the college's ethos and values

• We Innovate: Excellence in Learning
• We Inspire: Sustainability and Growth
• We Deliver: Outstanding Outcomes

Previous experience in a similar role, as well as having worked within an educational environment would be advantageous. However, in your application, your experience, skills, and passion will set you apart, so tell us about your achievements, irrespective of whether they are personal or work‑related, tell us about your journey, and about what you learnt. So, if this role excites you, dont let our role description hold you back, get applying!

Contract: Permanent

Hours: Full Time (Negotiable)

Application Closing date: Friday 30th January 2026

Interview date: Week Commencing: Monday 9th February 2026

Start Date: Monday 2nd March 2026 or as soon as possible.

Our Perks

Itchen College is a thriving Sixth Form College with a broad curriculum offer to meet the needs of the local community. The college is situated in pleasant surroundings to the east of Southampton with excellent local transport links. Ofsted inspected the college in September 2024, grading overall provision as Outstanding with Outstanding Quality of Education, Outstanding Behaviour and Attitudes, Outstanding Leadership and Management, Outstanding Education Programmes for Young People and Outstanding Provision for Learners with High Needs.

The college is committed to supporting staff wellbeing and professional development. The college has an excellent in house CPD programme for all teaching and support staff including a dedicated programme for Early Career Teachers. The college also has close links with the Southampton Education Forum, the Wessex Group and the SFCA, including subject groups and CPD opportunities at all levels. The college offers a wide range of benefits for staff, including free parking, an onsite nursery, TPS pensions, an Employee Assistance Programme and free use of the college gym.

Key Responsibilities

As an IT Helpdesk Administrator, you will represent the IT Support department as the first point of contact for users, offering a friendly, professional, and customer‑focused service to meet the College's technology needs. You will have the opportunity to demonstrate your passion for IT while contributing to the delivery of responsive and effective support. Your role will be essential in maintaining high standards and ensuring smooth day‑to‑day operations within the organisation.

User Assistance

Provide first‑line support to end‑users via phone, remote, email/helpdesk, chat, or in‑person to address their technical issues and inquiries.

Customer Service

Provide excellent customer service by maintaining a professional, approachable, and friendly demeanour when interacting with staff, students, and visitors.

Troubleshooting

Diagnose and resolve hardware and software problems, including issues related to desktops, laptops, mobile devices, printers, and software applications.

Collaboration

Work closely with other IT team members, elevate complex issues to higher‑level technicians or specialists, and collaborate on resolving larger technical problems.

Skills, Knowledge and Expertise

• Maths and English GCSE Grade 5‑9 or A‑C
• Experience in dealing with end‑users and resolving their technical issues.
• Strong communication skills: Able to explain technical issues to non‑technical staff and students in a clear and concise manner, both in writing and verbally.
• Customer‑focused attitude: A proactive and friendly approach to customer service, with the ability to handle challenging situations with patience and professionalism.
• Good knowledge of computer hardware, software, operating systems (Windows, ChromeOS & macOS), and common office applications. Troubleshooting: Proficient in diagnosing and resolving hardware and software issues, both remotely and in person.
• Desirable Level 1 or 2 qualification in IT

Workplace Benefits

• Values‑driven culture: We’re looking for someone who is as driven by our college values as we are!
• Learning and Development: access to support and resources to drive your own development.
• Free parking: free on‑site parking, as well as good public transport links.
• Eyecare Scheme
• Cycle2Work Scheme
• Free On‑site Gym & Sports Facilities
• Free Flu Jabs
• Free Hot Drinks for Staff
• Canteen: freshly prepared food with plenty of choice.
• 1 Life Event Day: recognising life's big moments like a wedding, graduation, moving house.
• Staff Discount Schemes: discounts and deals on national attractions, entertainment, days out, theme parks, holiday insurance and many national retailers.
• Employee Loyalty Celebration Reward Scheme: cash and rewards to acknowledge and celebrate staff commitment and loyalty to the College.
• On‑Site College Nursery with priority given to college staff
• Access to College Library
• Free College WiFi
• Compassionate Leave – up to 5 days paid time off to attend to matters relating to the death or serious illness of a loved one.
• Counselling Service – Access to qualified therapy‑based support.
• Pension Scheme – Enrolment to the Teachers' Pension Scheme (TPS).
• Occupational Sick Pay
• Enhanced Family Leave

About Itchen Sixth Form College

We are a sixth form college based in Hampshire. We offer A‑Levels and vocational courses across an extensive curriculum that will help you reach your full potential!

Itchen Sixth Form College is a 110 year old state‑inspected and state‑funded college. We specialise in preparing 16‑19 year olds for university study.