IT SUPPORT TECHNICAN

ClwydAlyn; St Asaph; On-site; GBP 33,000; Full time

Job description

Department: Information Technology

Salary: £32,154.68 per annum

Location: St Asaph Business Park - Office Based

Hours: 37 hours a week (Covering hours between 8am and 5pm)

Job Purpose

The IT Support Technician is responsible for providing effective day-to-day technical support across ClwydAlyn, ensuring that staff can work with minimal disruption - whether on-site or remotely. This includes responding to support requests, troubleshooting hardware and software issues, managing user accounts, and maintaining IT systems and equipment.

The role also supports onboarding and offboarding, performs routine maintenance, and helps ensure accurate records of IT assets are maintained.

In addition to daily responsibilities, the technician contributes to ClwydAlyn’s longer-term IT objectives by supporting system upgrades, infrastructure projects, and continuous service improvements. They also play a key role in keeping systems secure, compliant, and aligned with best practices through adherence to policies, documentation, and proactive maintenance.

Excellent customer service is central to the role. As a first point of contact for technical support, the technician must demonstrate professionalism, patience, and clear communication at all times. A calm, user-focused approach helps ensure colleagues feel supported and confident in their use of technology - contributing to a productive and inclusive digital working environment.

Qualifications

• BTEC Level 3+, NVQ Level 3+, A Levels or Degree in IT Related Subjects plus 2 Years Experience in an IT Helpdesk role or similar OR
• CompTIA A+ (Plus), Microsoft Certification or other recognised IT certification/qualification plus 2 Years Experience in a Helpdesk role or similar OR
• Relevant Technical Experience in an IT Helpdesk role or similar of 3 years

Essentials

• You’ll need a full driving licence and access to a car, as some of our schemes are in rural or remote areas that aren’t easily accessible by public transport.
• Appointment to this role is subject to an Enhanced DBS check, which will be arranged and paid for by ClwydAlyn.

Key Duties

User Support

• Provide timely and effective technical support to end-users, ensuring minimal disruption to their workflow.
• Support staff across various sites and remote locations with a friendly, patient, and clear approach - tailoring communication to users of all technical levels.
• Log, track, and prioritise incidents and service requests using the organisation’s IT ticketing system, ensuring timely resolution and communication.
• Work within agreed service level targets (SLAs), ensuring consistent, high-quality support and escalating issues where appropriate.
• Deliver technical assistance during onboarding and offboarding processes, including account setup, access control, and data migration.
• Conduct user training sessions and workshops to improve digital confidence and promote best practices for IT security and productivity.
• Maintain a customer-focused approach in all interactions, emphasising empathy, clarity, and efficient problem resolution.
• Ensure IT support is inclusive and accessible, meeting the varied needs of users across the organisation.

Technical Troubleshooting & Maintenance

• Troubleshoot and resolve issues related to software applications, operating systems, and hardware such as laptops, desktops, printers, and monitors.
• Provide support for mobile devices, including configuration, troubleshooting, and connectivity.
• Conduct system diagnostics to address network connectivity, system performance, and software functionality issues.
• Coordinate and perform routine maintenance and software updates across all organisational devices to ensure security and reliability.
• Assist in monitoring and supporting the Virtual Server environments.

Technical Troubleshooting & Maintenance (continued)

• Aid in monitoring the Virtual Desktop environment, including Thin Client systems - identifying issues and recommending solutions.
• Support the monitoring of backup job success, escalating failures appropriately.
• Monitor, maintain, and support Active Directory, ensuring data integrity by reconciling with the Asset Management database.

Infrastructure & Projects

• Assist in the planning and delivery of IT projects, including infrastructure upgrades, system migrations, and new technology rollouts.
• Support procurement activities by helping evaluate, recommend, and prepare hardware and software for deployment.
• Contribute to the full IT asset lifecycle, including device setup, redeployment, tracking, and secure disposal in line with data protection guidelines.
• Collaborate with vendors and third-party providers to escalate and resolve complex technical issues.
• Assist with software licensing management to ensure compliance with vendor agreements and internal policies.
• Monitor IT infrastructure for potential security risks such as malware or unauthorised access and take appropriate actions to mitigate threats.
• Support business continuity planning by contributing to disaster recovery testing and documentation where required.

Documentation, Compliance & Standards

• Create and maintain clear documentation including user guides, FAQs, and knowledge base articles to support self-service and team consistency.
• Contribute to the development and implementation of IT policies, procedures, and standards, ensuring compliance with relevant regulations and industry best practice.
• Adhere to ITIL guidelines, promoting a structured, consistent approach to service delivery.

Team Collaboration & Development

• Work collaboratively with other IT Support Technicians on a rota to cover core Helpdesk hours across multiple ClwydAlyn sites.
• Mentor and support junior IT colleagues by offering guidance, sharing knowledge, and encouraging their development through hands-on experience.
• Stay informed about emerging technologies and trends, actively seeking opportunities for professional development and continuous improvement.