IT Support Technician - 1st Line

HealthHarmonie; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare organization is looking for an IT Support Technician to provide high-quality technical support across the organization. Key responsibilities include managing service desk requests, configuring devices, and troubleshooting IT systems to ensure continuity of service. The ideal candidate will have strong knowledge of Windows OS, Office 365, and demonstrate excellent communication and problem-solving skills.

Qualifications

• Proven experience in IT Support or Service Desk role.
• Strong knowledge of Microsoft Windows OS and Office 365.
• Ability to diagnose and resolve technical issues.

Responsibilities

• Serve as first point of contact for technical assistance.
• Set up and decommission user accounts and mailboxes.
• Diagnose and resolve hardware/software issues.

Skills

Microsoft Windows OS

Office 365

Basic networking

Communication

Customer service

Problem-solving

Education

CompTIA A+ / Network+ / ITIL Foundation

Tools

IT service management tools

Job description

About HealthHarmonie: HealthHarmonie, part of the Medinet Group is a dynamic healthcare organisation dedicated to delivering high-quality clinical services across the UK. Our integrated businesses-Medinet (insourcing), Remedy Healthcare Solutions (modular endoscopy), and HealthHarmonie (community specialist services)-collaborate closely with NHS and healthcare partners to enhance patient care, reduce waiting times, and deliver innovation in healthcare delivery. We're expanding into new clinical specialties and international markets, providing significant growth opportunities.

Job Purpose:

To provide high-quality 1st line technical support across the organisation. The IT Support Technician will manage service desk requests, onboard and offboard staff, provision hardware and accounts, and maintain IT systems to minimise user disruption and ensure continuity of service.

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system
• Set up and decommission user accounts, mailboxes, and system access during employee onboarding and offboarding
• Provision and configure laptops, desktops, mobile devices, and accessories for new starters
• Diagnose and resolve hardware and software issues (Windows, Microsoft 365, printers, etc.)
• Install, configure, and maintain computer systems, mobile devices, peripherals, and applications
• Support and troubleshoot LAN/WAN, Wi-Fi, and VPN connections
• Escalate unresolved issues to the appropriate internal teams (2nd/3rd line or vendors)
• Maintain accurate records of issues and actions taken through the helpdesk system
• Perform routine maintenance and upgrades on systems and applications
• Set up user accounts, permissions, and passwords in line with access protocols
• Support remote users and devices, including troubleshooting virtual desktop environments and remote access tools
• Ensure adherence to IT policies, including data protection and cybersecurity
• Assist with IT asset inventory and lifecycle management
• Participate in ad-hoc IT projects and system rollouts as required
  
  

Skills and Experience:

Essential:

• Proven experience in a similar IT Support or Service Desk role
• Strong knowledge of Microsoft Windows OS, Office 365, and basic networking
• Ability to diagnose and resolve basic technical issues efficiently
• Excellent communication and customer service skills
• Proactive problem-solving approach with attention to detail
• Ability to work independently and manage multiple priorities
• Familiarity with IT service management tools
  
  

Desirable:

• CompTIA A+ / Network+ / ITIL Foundation
• Knowledge of Active Directory, Exchange, and cloud platforms (Azure, Intune, etc.)
• Experience in a regulated environment (e.g. healthcare, finance, public sector)
  
  

Key Attributes:

• Calm under pressure and resilient in fast-paced environments
• Strong team player with a service-oriented mindset
• Willingness to learn and adapt to evolving technologies
• Discreet and professional when handling sensitive information