Senior IT Support Technician

St Joseph Catholic Multi Academy Trust; Liverpool; On-site; GBP 32,000 - 42,000; Full time

Job summary

St Joseph Catholic Multi Academy Trust is seeking a Senior IT Support Technician to assist with management, installation, maintenance, availability and security of the ICT network across the curriculum and administration. You will support staff and pupils, lead the helpdesk, and work with the Trust Head of IT to plan ICT strategy.

The role focuses on system availability, security, connectivity, and ensuring devices are ready for learning.

Qualifications

• Excellent knowledge of the technology environment within education and ability to support a high‑quality learning environment.
• Willingness to pursue relevant qualifications as appropriate.
• Willingness to undertake training in Trust systems.
• Experience dealing with stakeholders at all levels.
• Experience of ICT‑related problem solving.
• Ability to manage priorities in a pressurised environment and meet deadlines.
• Experience working in an education environment.
• Experience with high‑level ICT problem solving.
• Knowledge of leading and managing an IT helpdesk.
• Ability to articulate technical ideas to non‑technical people, verbally and in writing.

Responsibilities

• Maintain and provision ICT support across the Trust.
• Lead the helpdesk and triaging IT tickets, acting as escalation point.
• Install and maintain computer hardware, clients, laptops, A/V equipment and peripherals.
• Assist in planning ICT strategy and service provision with the Head of IT.
• Create high quality instruction manuals for staff on hardware and software.
• Ensure ICT equipment complies with health and safety legislation.

Skills

ICT problem solving

Education environment experience

Communication of technical ideas to非-技

Education

Willingness to pursue qualifications

Tools

Office 365 admin centre

Job description

As Senior IT Support Technician, you will assist with the management, installation, maintenance, availabilityand security of the curriculum and administrative ICT network, including thehardware and software infrastructure. You will also assist the IT supporttechnicians in resolving issues.

Role Purpose:

• The maintenance andprovision of ICT technical support and across the wider trust.
• To support the useof ICT through maintenance of software, hardware and related equipment, andproviding support to staff and pupils to ensure administration and learningoutcomes are maximised.
• Assist in thedelivery of training and coaching for staff to upskill and enable access tosystems to maximise student learning and improve deliver whilst reducingworkload for staff.
• In conjunction withthe Trust Head of IT, plan and implement the school’s ICT strategy and serviceprovision, including managing many aspects of ICT technical support.
• Focus onavailability of technology of systems, security and connectivity issues.
• Manage all devicesand associated infrastructure within school ensuring each child has access to afully functioning effective learning device.

Key Responsibilities andAccountabilities:

• Through proactive checks, ensure that all Server infrastructure is up to date and in a goodworking order.
• Act as Senior ITSupport Technician for any school within the Trust ensuring all daily tasks arecompleted while supporting the running of the Trust network.
• Through regularproactive checks make sure Asset systems are up to date.
• Assist the ITSupport technicians with any repairs and initiate warranty repairs wherenecessary.
• Provide technicalproblem solving on hardware and software issues to staff where required.
• Ensure that ICTequipment and workstations meet the requirements of health and safetylegislation.
• Create high qualityinstruction manuals to assist staff on the use of hardware and software.
• Lead the helpdeskand the triaging of raised IT tickets to the IT support team, updating ticketsin a timely manner and acting as an escalation point.
• Install and maintaincomputer hardware, clients, laptops, audio/visual equipment and peripherals.
• Change passwords andmanage network access as directed by the policies of the Trust and as requestedby the Head of IT.
• Softwareinstallation, maintenance and upgrading in line with the school developmentpolicy.
• Including deploymentof workstation images where necessary.
• To keep abreast oftechnological developments and encourage the use of ICT at all levels.
• Proactively checkstock levels within schools to ensure an adequate inventory is maintained.
• Manage staff andstudent accounts and, where necessary, add new members of the school communityand assist with the archiving of user materials from school leavers beforeremoval of their user accounts.
• To be aware of allschool policies relating to the role and carry out the responsibilitiesdetailed therein.
• Support internalstakeholders with the technical elements of the academy MIS system and liaisewith external stakeholders as required.
• Work with theTrust’s catering teams and other stakeholders to ensure that the cashlesscatering system fit for purpose.

Training and development

• Support staffinductions in relation to ICT equipment.
• Maintain appropriatelevels of training in the role, keeping up to date with new initiatives anddevelopments in ICT.
• Attend events andtraining as required.
• Identifying trainingneeds and help to deliver training for staff as needed to operate ICT systems.
• Work with the Headof IT to identify training needs within the IT team and create training plans.
• Assist in mentoringIT Support technicians where required.

Data Protection

• Adhere to theTrust’s data protection policies and processes.
• Report any databreach of the Trust’s ICT acceptable use policy to the Trust’s Data ProtectionLead.

We are looking for someonewho:

• Has an excellent knowledge of the technology environmentwithin education, and a proven ability to ensure our IT servicefacilitates a high-quality learning environment.
• Has a willingness to work towards relevant qualifications asappropriate.
• Has a willingness to undertake training in systemsimplemented by the Trust.
• Has experience dealing with stakeholders at all levels.
• Has experience of ICT-related problem solving.
• Can manage priorities in a pressurised environment whilstmeeting agreed deadlines, timescales and targets.
• Has experience working in an education environment.
• Has experience of high-level ICT-related problem solving.
• Knowledge of leading and managing an IT helpdesk.
• Holds the ability to articulate technical ideas tonon-technical people, both verbal and written, and where required in aneffective non-technical way.
• Understanding of Office 365 admin centre.
• Shares our commitment to providing the best possible outcomesfor young people and supporting the mission and values of the Trust.

View our full personspecification, with essential and desirable experience, knowledge, skills andqualities, in the document attached.