IT Helpdesk Technician

SPEEDECK; Newry; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an IT Helpdesk Technician to join their dedicated IT team. This role involves providing first-line IT support, troubleshooting technical issues, and maintaining the organization's IT infrastructure. You will be instrumental in ensuring that IT systems function efficiently and securely, while also having the opportunity to collaborate with various departments to meet their IT needs. This full-time position offers a flexible working environment after a training period, making it an exciting opportunity for those passionate about technology and problem-solving. If you thrive in a dynamic setting and are eager to make a difference, this role is for you.

Qualifications

• Minimum 1 year of experience in IT helpdesk support.
• Proficiency in Windows and office software is essential.
• Strong troubleshooting and network support knowledge.

Responsibilities

• Provide first line IT support and resolve helpdesk tickets.
• Assist in managing and maintaining the IT network and systems.
• Implement IT solutions and enforce security policies.

Skills

Problem-solving skills

Communication skills

Network administration

Technical support

Ability to work independently

Ability to work in a team

Education

Relevant third level qualification

Apprenticeship qualification

Tools

Windows operating system

Office software

Job description

HOURS of Work: 35 hours per week (Mon – Fri) with occasional weekend or after-hours work required. There is flexibility around start and finish times with the opportunity for hybrid working on completion of 6 months training/probationary period.

LOCATION: St John’s House, Newry

RESPONSIBLE TO: IT Officer

CLOSING DATE: 14 February 2025

Main Purpose of Job
The IT Helpdesk Technician will provide first line IT support throughout the Southern Area Hospice premises, resolving IT helpdesk tickets, providing technical support to end users, and supporting all aspects of the IT network. You will work as a member of the IT Team that is responsible for managing and maintaining the organisation's IT infrastructure and ensuring IT systems within the organisation function efficiently and securely. This is a full-time position with occasional after-hours or weekend work for system maintenance or emergencies. The role is based at the organisation's headquarters, with potential travel to other locations as needed.

Duties and Responsibilities

1. Assist with the management and maintenance of the organisation's IT network, systems, and infrastructure.
2. Troubleshoot IT issues and provide technical support to end users, resolving hardware and software issues through an IT ticketing system.
3. Identify and escalate network, server, and in-house application related issues through the correct channels.
4. Implement IT solutions in line with organisation IT strategy.
5. Install, configure, and upgrade computer hardware, software, and networks.
6. Ensure data backups are successful.
7. Collaborate with other departments to determine IT needs and provide appropriate solutions.
8. Maintain inventory of IT equipment and software licenses.
9. Liaise with external stakeholders (contractors, vendors, service providers, and SHSCT) as required.
10. Implement and enforce IT security policies, including user access control and data protection measures.
11. Assist in the training of end users on IT systems.
12. Assist with the development of IT policies and strategies.
13. Keep up to date with emerging technologies and suggest improvements to the organisation's IT infrastructure.

Professional Responsibilities
Work in accordance with Southern Area Hospice Services policies and procedures. Participate in mandatory training as required and be willing to undertake further learning and development to meet the changing needs of the service. Actively participate in team meetings and share learnings to the benefit of all. Adhere to all relevant SAHS’ policies, including Confidentiality and Data Protection (GDPR).

Health & Safety
Under the Health and Safety at Work (NI Order 1978), you are required to take all reasonable steps while at work to ensure your own health and safety and safety of those who may be affected by your acts or omissions at work. You are also required to co-operate fully with regard to the implementation of health and safety arrangements and should not interfere with or misuse anything provided in the interests of health, safety, or welfare at work. You must familiarise yourself with and comply with all health and safety policies which are relevant to your area of work.

Equal Opportunities
SAHS operates an equal opportunities policy in accordance with the Fair Employment (NI) Acts 1976 and 1989, the Sex Discrimination (NI) Order 1976, the Disability Discrimination Act 1995, and the Race Relations (Northern Ireland) Order 1997. All employees have a responsibility to be familiar with policies on equal opportunities and to help ensure a working environment in which the dignity of all fellow employees is respected.

Values & Behaviours

1. All employees of Southern Area Hospice Services are required to promote and support its mission and values.
2. Core Values: Dignity, Compassion, Integrity, Innovation, Excellence, and Equality.

Employees are expected to:

1. Always operate with honesty and integrity.
2. Show respect for and a sensitivity towards all those you meet in your working day.
3. Always maintain the highest level of confidentiality.
4. Actively develop self and others where possible.
5. Participate in corporate or fund-raising events to enable all employees to make a personal contribution to the success of the charity.
6. Operate with tact, patience, and diplomacy and maintain a sensitive and professional approach towards colleagues and service users.

This job description will be reviewed in the light of new developments. It should not be regarded as restrictive or definitive but acts as a broad guide to the demands of the post.

Minimum Requirements:

1. A relevant third level qualification or suitable apprenticeship qualification and relevant work experience.
2. Applicants must have a minimum of 1 years’ relevant experience in an IT helpdesk support environment, including resolving technical issues.
3. Proficiency in operating systems (e.g., Windows and office software).
4. Strong knowledge of network administration, troubleshooting, and support.
5. Genuine interest in technology and an aptitude for systems.
6. Excellent problem-solving and communication skills.
7. Can work independently and in a team environment.
8. Ability to manage tasks effectively, meet deadlines, and adjust to changing priorities.
9. Able to work autonomously but also able to recognise when you need help.
10. Can deal with challenges and solve problems under pressure.

Desirable Qualifications:

1. A third-level IT qualification or working towards a third level IT qualification.
2. Server management and virtualisation.
3. Cloud technologies.
4. Knowledge of cybersecurity best practices.

Southern Area Hospice Services (SAHS) consists of a 14 bed inpatient unit, based in Newry, Co Down, providing specialist palliative care to patients with a terminal illness, including cancer, multiple sclerosis, and motor neurone disease.

Our Community Services offers day care in Dungannon, Newry, and in the patients' own home. Services include counselling and bereavement support for adults and children, therapeutic services, physiotherapy, social work, and chaplaincy.