IT Support Technician

UKRI; East Hagbourne; On-site; GBP 36,000 - 40,000; Full time

Job summary

Join a leading UK research organization as an IT Support Technician in a dynamic computing support team. You'll manage service desk queries and ensure users receive timely support while contributing to ongoing IT projects and compliance management. With responsibility across multiple areas, this role offers significant opportunities for professional development and the chance to work in a collaborative environment.

Benefits

30 days’ annual leave

Flexible working hours

Pension scheme

Subsidised restaurant

Qualifications

• Strong customer service orientation with excellent communication skills (oral and written).
• Ability to work independently and collaboratively in a small, busy team.
• Experience with Windows OS deployment and support.

Responsibilities

• Manage the IT Service Desk, responding to queries or assigning them to technical specialists.
• Track and analyse support tickets to identify trends and areas for improvement.
• Provide in-person and remote IT support to end users.

Skills

Customer service orientation

Communication skills

Organisational skills

Attention to detail

Windows OS support

ISO9001 standards familiarity

Job description

IT Support Technician 250000BW
Science and Technology Facilities Council
Salary: £36,650 to £39,032 (dependent on skills and experience)
Contract Type: Open-ended
Hours: Full-time (flexible working available)
Location: Rutherford Appleton Laboratory Harwell, Oxfordshire OX11 0QX
Closing date: 9th June 2025

Together, our scientists, technologists, engineers and business support team explore the unknown and turn what they find into work that changes the world around us. Whether it’s sending probes into space or finding new ways to treat cancer, everyone here plays a vital role in making a positive difference to society.

Come and discover how much you can achieve when you’re surrounded by world-leading experts, encouraged to constantly learn and empowered to explore your curiosity.

About Us

The Technology Computing Systems Group at RAL is a small, dynamic team responsible for developing and supporting the computing infrastructure for the Technology Department. We manage approximately 700 systems – ranging from Linux workstations, Windows and MacOS PCs and laptops to servers, and storage arrays – tailored to meet the specific needs of technical applications and equipment as well as the Departmental intranet providing access to a wide range of electronic and mechanical CAD tools, office applications and site computing facilities.

The Role

We are seeking a proactive and customer-focused IT Support Technician to join our team. This role is central to the smooth operation of our IT Service Desk function and involves a broad range of responsibilities, from frontline support to project delivery and compliance management.

You will be one of the first points of contact for IT queries, ensuring efficient ticket handling and excellent customer service. You will also contribute to system installations, user provisioning, asset management, and ISO9001 compliance.

All members of the team are expected to be involved with all aspects of IT Services and support provision required by the Department while specialising in one or more services.

This is a primarily on-site based role.

Key Responsibilities

• Manage the IT Service Desk, responding to queries or assigning them to technical specialists as appropriate.
• Track and analyse support tickets to identify trends and areas for improvement.
• Provide in-person and remote IT support to end users, following and updating local procedures.
• Install Windows operating systems and applications, fault diagnosis and troubleshooting of system and network issues.
• Manage and deliver user provisioning for the Technology Department.
• Deliver IT projects delegated by the group leader, including documentation and project management.
• Procure IT equipment and software licenses.
• Maintain records for ISO9001 certification and audits, including hardware/software inventories and license renewals.
• Liaise with other IT teams within STFC to share knowledge and best practices.
• Represent the group and department in relevant IT meetings.
• Maintain records for IT security, laptops, and other assets.

Essential Skills

• Strong customer service orientation with excellent communication skills (oral and written).
• Ability to work independently and collaboratively in a small, busy team.
• Strong organisational skills and attention to detail.
• Initiative and a commitment to continuous improvement.
• Experience with Windows OS deployment and support.
• Familiarity with ISO9001 standards and IT asset management.
• Previous experience in a technical support or service desk environment.

STFC values their employees by offering a benefits package designed to provide an excellent work/life balance including 30 days’ annual leave, 10.5 public and privilege holidays, flexible working hours, exceptional average salary pension scheme, social and sporting activities and societies and a subsidised restaurant.

We ask some of the biggest questions in the universe, to answer some of the biggest challenges in the world. Together, our scientists, technologists, engineers and business support team explore the unknown across every field you could think of. And they turn what they find into work that changes the world around us.

What could you achieve with the world-leading facilities and experts of one of Europe's largest research organisations by your side?

Join us and discover what’s possible by submitting your CV and covering letter which outlines how you fulfil the criteria specified, along with your motivation for STFC and the role.

Please note: if you will require sponsorship to work in the UK, as part of your sponsorship application, you and any dependants travelling with you will be required to pay costs directly to the Home Office for the application before you start your role with us. UKRI is normally able to reimburse some or all of these fees after you have become an employee, and this can be discussed with the hiring manager. For more information, please visit https://www.gov.uk/skilled-worker-visa/how-much-it-costs or contact [e-mail].

About The Science and Technology Facilities Council (STFC)

As one of Europe’s largest research organisations, we ask the biggest questions in the universe to find answers that change the world around us. We seek understanding. We’re proud of the impact we make. And we’re committed to helping build a globally competitive, knowledge-based UK economy. Being part of all this means contributing to work that pushes boundaries and creates possibilities. You’ll work with, and learn from, true experts. Whatever your role, you’ll be free to question, and encouraged to share ideas. And, in a positive and supportive culture, you’ll discover just what a difference you can make when you’re equipped and inspired to excel.

We’re a place where curious minds thrive. Not bound by profit, we explore ideas that others don’t, ask questions that others won’t, and discover answers that others are not equipped to find. And, alongside Mars landings and black holes, we also explore diverse, international projects in everything from science and engineering to computing and technology. Whether it’s at the cutting edge or behind the scenes, our work is intellectually challenging. It’s very often ground-breaking. And it’s endlessly, irresistibly fascinating.

For more information about STFC please visit https://stfc.ukri.org/

You can also visit our careers site https://www.stfccareers.co.uk/

About UK Research Innovation (UKRI)

UKRI is an organisation that brings together the seven disciplinary research councils, Research England and Innovate UK. Together, we build an independent organisation with a strong voice and vision ensuring the UK maintains its world-leading position in research and innovation.

Supporting some of the world’s most exciting and challenging research projects, we develop and operate some of the most remarkable scientific facilities in the world. We are pushing the frontiers of human knowledge through fundamental research and delivering benefits for UK society and the economy through world-class research, skills and business-led innovation.

More information can be found at www.ukri.org.

Choosing to come to work at UKRI means that you will have access to a whole host of benefits from a defined benefit pension scheme, excellent holiday entitlement, access to employee shopping/travel discounts and salary sacrifice cycle to work scheme. For more details, visit benefits of working for UKRI.

The role holder will be required to have the appropriate level of security screening/vetting required for the role. UKRI reserves the right to run or re-run security clearance as required during the course of employment.

How we support EDI in the workforce

At UKRI, we believe that everyone has a right to be treated with dignity and respect, and to be provided with equal opportunities to thrive and succeed in an environment that enables them to do so. We also value diversity of thought and experience within inclusive groups, organisations and the wider community. For further information, please visit ‘How we support EDI in the workforce’.

Disability Confident Employer

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

How to apply

Online applications only preferred for this role. Please submit a CV and covering letter which clearly outlines how you fulfil the criteria specified along with your motivation for UKRI and the role. Ensure that the job reference number is included in the filename description of each document uploaded. Note that failure to address the above criteria or submit an application without a covering letter may result in the application not being considered. Assessment will only be based upon the content of your submitted covering letter and CV and not the ‘experience’ section of the application.

UKRI seeks to ensure it creates and maintains a system of openness, fairness and inclusion – a collaborative, trusted environment, which is attractive to and accessible to everyone who is interested in developing their career with us.