IT Support Assistant

The University of Sheffield; Sheffield; On-site; GBP 20,000 - 30,000; Full time

Job summary

A prestigious university in England is looking for an IT Support Assistant to provide comprehensive technical support to students and staff. You will troubleshoot issues, manage IT tickets, and assist with various IT systems across campus. The ideal candidate has relevant qualifications or experience and strong communication skills. This role offers exciting opportunities for career growth in IT support while contributing to the university's teaching and research activities.

Benefits

Flexible working opportunities

Generous pension scheme

38 days annual leave

Qualifications

• 1–2 years of practical experience in IT support.
• Strong knowledge of Windows and macOS operating systems.
• Experience troubleshooting technical issues.

Responsibilities

• Provide IT support to students and staff.
• Process IT support tickets using TOPdesk.
• Troubleshoot hardware and software problems.

Skills

Problem-solving skills

Communication abilities

Technical aptitude

Analytical skills

Ability to manage priorities

Education

A-Level, BTEC or equivalent qualification in an IT-related field

Tools

TOPdesk

Job description

The University of Sheffield is a remarkable place to work. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world‑class university.

We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more. Find out more about our benefits and join us to become part of something special.

Overview

The IT Support Assistant plays a crucial role within both central IT Services and Faculty IT teams at the University of Sheffield. This position requires a good technical aptitude, problem‑solving skills, and competent communication abilities to deliver professional IT support to students and staff across the university.

You will provide comprehensive technical support for a range of IT systems and services, diagnosing and resolving moderate to complex technical issues with minimal supervision. Working across campus locations, you'll apply your technical knowledge to address hardware, software, and network problems while contributing to the continuous improvement of IT services.

This role offers excellent opportunities for career advancement in IT support. As a valued team member, you'll develop specialised technical skills while supporting the university's teaching, learning, and research activities through reliable and efficient IT services.

Main Duties And Responsibilities

• Provide responsive IT support to students, staff and academics, resolving common technical issues and escalating more complex problems according to established procedures
• Support the IT service desk and TechBar locations across central and faculty locations, delivering in‑person assistance with hardware, software, and systems
• Process and manage IT support tickets using the university's service desk system (TOPdesk), ensuring accurate documentation and timely updates
• Troubleshoot basic issues with Windows and macOS devices, peripherals, software applications, and network connectivity
• Assist users with university‑specific systems including email, VPN, Wi‑Fi, printing services, and learning‑management platforms
• Set up and configure equipment including computers, monitors, printers, and other peripherals
• Maintain and contribute to IT knowledge bases and self‑help resources for common issues
• Participate in IT induction sessions for new staff and students, providing guidance on university systems
• Support the preparation and deployment of IT equipment for university events and the start of academic terms
• Develop understanding of faculty‑specific IT requirements to provide tailored support across different academic areas
• Gather user feedback to help improve IT services and identify recurring issues
• Carry out other duties, commensurate with the grade and remit of the post

Person Specification

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.

Criteria

• Essential A‑Level, BTEC or equivalent qualification in an IT‑related field, or 1–2 years of practical experience in IT support (assessed at Application)
• Essential Demonstrated knowledge of computer hardware, operating systems (Windows and macOS), and standard software applications (Application)
• Essential Experience troubleshooting and resolving common technical issues with hardware, software and network connectivity (Application / Interview)
• Essential Working knowledge of IT security principles and data protection requirements (Application / Interview)Essential Experience using helpdesk or ticket management systems to track and resolve technical issues (Application / Interview)
• Essential Strong analytical and problem‑solving skills with the ability to diagnose issues methodically (Application / Interview)
• Essential Excellent communication skills with the ability to explain technical concepts clearly to users with varying levels of technical understanding (Application / Interview)
• Essential Ability to manage multiple priorities effectively and work independently with minimal supervision (Application / Interview)
• Essential Demonstrated ability to learn and adapt to new technologies and systems quickly (Application / Interview)
• Essential Technical certification such as CompTIA A+, Microsoft or Apple (assessed at Application / Interview)
• Desirable Knowledge of basic networking concepts and troubleshooting (Application / Interview)
• Desirable Experience in an educational or higher‑education IT environment (Application / Interview)

Further Information

Grade: 4

Line manager: Campus IT Support Lead

Direct reports: None

Our website: https://www.sheffield.ac.uk/it-services/about

For informal enquiries about this job contact Dan Nespoli, Campus IT Manager at [e-mail]

Next steps in the recruitment process

We plan to let candidates know if they have progressed to the selection stage within two weeks of the closing date. If you need any support, equipment or adjustments to enable you to participate in any element of the recruitment process you can contact [e-mail].

Our vision and strategic plan

We are the University of Sheffield. This is our vision: sheffield.ac.uk/vision.

What We Offer

• A minimum of 38 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more
• Flexible working opportunities, including hybrid working for some roles
• Generous pension scheme
• A wide range of discounts and rewards on shopping, eating out and travel
• A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women’s and Parent’s networks)
• Recognition Awards to reward staff who go above and beyond in their role
• A commitment to your development – access to learning and mentoring schemes
• A range of generous family‑friendly policies:
  • paid time off for parenting and caring emergencies
  • support for those going through the menopause
  • paid time off and support for fertility treatment
  • and more

More details can be found on our benefits page: sheffield.ac.uk/jobs/benefits.

We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.

We are a research university with a global reputation for excellence. Our ideas and expertise change the world for the better, making a real difference to society. We know that when people come together with different views, approaches and insights it can lead to richer, more creative and innovative teaching and research and the highest levels of student experience. Our University Vision (www.sheffield.ac.uk/vision) outlines our commitment to building a diverse community of staff and students that recognises and values the abilities, backgrounds, beliefs and ways of living for everyone.