Harris Federation
IT Support Technician
Key Responsibilities
- Providing high-quality technical IT support, advice, and guidance to staff and students
- Ensuring all IT support needs are logged appropriately
- Maintaining ownership of Academy IT support tickets and ensuring staff are regularly updating on their status
- Ensuring IT support tickets are resolved within the target resolution time
- Rerouting and escalating support tickets as appropriate
- Identifying, implementing, and documenting workarounds for desktop-related problems
- Identifying recurring IT incidents and performing root cause analysis
- Notifying key contacts on detection of a major incident affecting service delivery
Skills and Expertise
- Excellent verbal and written communication skills
- Self-motivation, a proactive attitude, and a strong commitment to delivering results
- Ability to self-manage, organize, and prioritize tasks, working effectively under pressure
- Flexibility, adaptability, and the capability to handle the demands of a customer-focused ICT support role
- Good knowledge of Microsoft products (including Office 365 and SharePoint), Apple OS, and other desktop software
- Excellent troubleshooting and resolution skills, with a clear, analytical approach
- Ability to react quickly and effectively to issues and opportunities
- Significant, recent experience in a similar ITIL-aligned IT support role (preferably in a school or educational environment)
- Current, in-depth experience supporting Windows 10 PCs, laptops, and tablets
- Recent experience supporting Apple products (iMacs, iPads) in an educational environment
- Proven experience supporting Microsoft products (Office 365, SharePoint, etc.)
- Current, proven experience with Active Directory, including user account administration, distribution and security group management within a Windows Server Active Directory
- Experience delivering small projects, managing scope, and customer expectations