IT Support Assistant

Dunhillmedical; Sheffield; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Flexible working opportunities

Hybrid working

Discounts and rewards

Job summary

The University of Sheffield is seeking an IT Support Assistant to deliver professional IT support to students and staff across the university. You will diagnose and resolve moderate technical issues, work across central IT Services and Faculty IT teams, and contribute to continuous improvement of IT services.

This role offers opportunities for career development in IT support, with emphasis on learning university systems, hardware configuration, and customer-focused service delivery.

Qualifications

• A-Level, BTEC, or equivalent IT-related qualification or 1-2 years IT support experience.
• Knowledge of computer hardware, Windows and macOS, and standard software applications.
• Experience troubleshooting and resolving common technical issues with hardware, software and network connectivity.
• Experience using helpdesk or ticket management systems to track and resolve issues.

Responsibilities

• Provide responsive IT support to students, staff and academics across campus.
• Support IT service desk and TechBar locations with hardware, software and systems.
• Troubleshoot Windows/macOS devices, peripherals, software and network connectivity.
• Configure equipment including computers, monitors and printers.
• Develop and maintain knowledge bases and self-help resources.

Skills

Windows

macOS

Hardware troubleshooting

Software troubleshooting

Networking basics

IT security basics

Helpdesk systems

Analytical thinking

Communication skills

Multitasking

Education

IT-related qualification or 1-2 years IT support experience

Tools

TOPdesk

Job description

Closing Date: 04/10/2026

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 (opens in a new window) 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

Stage(s) assessed at

A-Level, BTEC, or equivalent qualification in an IT-related field, or 1-2 years of practical experience in IT support

Application

Demonstrated knowledge of computer hardware, operating systems (Windows and macOS), and standard software applications

Application/Interview

Experience troubleshooting and resolving common technical issues with hardware, software, and network connectivity

Application/Interview

Working knowledge of IT security principles and data protection requirements

Application/Interview

Experience using helpdesk or ticket management systems to track and resolve technical issues

Application/Interview

Strong analytical and problem-solving skills with the ability to diagnose issues methodically

Application/Interview

Excellent communication skills with the ability to explain technical concepts clearly to users with varying levels of technical understanding

Application/Interview

Ability to manage multiple priorities effectively and work independently with minimal supervision

Application/Interview

Demonstrated ability to learn and adapt to new technologies and systems quickly

Application/Interview

Technical certification such as CompTIA A+, Microsoft, or Apple certification (assessed at: application/interview)

Application/Interview

Knowledge of basic networking concepts and troubleshooting

Application/Interview

Experience in an educational or higher education IT environment

Application/Interview

Further Information

Grade

4

£25,249-£26,707 per annum with the potential to progress to £28,778 through sustained exceptional contribution

For informal enquiries about this job, contact Dylan Caffell, Campus IT Support 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]

• A minimum of 38days 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.
• 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

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.

Closing Date :04/10/2026

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.

The University of Sheffield

Western Bank

Sheffield

S10 2TN

[phone]