IT Support Technician

Service Area:
Salary Details:
About The Role

The basic purpose of the job and its primary objectives:

Provides first/second line IT support for all users. Also responsible for call logging, user account administration, problem resolution and hardware/software trouble-shooting and installation. Work with Service Desk, Infrastructure and Super User teams to ensure all HF offices receive the appropriate support and attention.

Main Responsibilities:

  • Working with the Service Desk, to provide desk-side support across the business
  • Using software tools and manual audit processes, maintain a database of all IT-managed hardware and software across all branches of the business.
  • To manage the lifecycle of desktop IT hardware (PCs, thin client devices, laptops & printers) ensuring that scheduled purchase, replacement, maintenance and end-of-life disposal are achieved in line with the firm’s processes and in compliance with relevant regulations and best practices.
  • To manage the lifecycle of desktop software including, the base image, ensuring that licensing requirements are communicated to the appropriate team, that licensing restrictions are adhered to and that appropriate versions of all software are released and maintained.
  • To manage the lifecycle of user accounts from identifying new staff joining, allowing the appropriate level of access to IT system(s) based on user roles, amending AD/Exchange/other security as appropriate as users and/or services change, and ensuring that access is removed at the appropriate time when users leave the business.
  • To review and recommend improvements to existing hardware, software and user account management processes.
  • Working with the Infrastructure Team, to assist in testing and maintaining cabled and Wi-Fi network access, including monitoring capacity in growth areas.
  • Assist in planning and execution of equipment installation for new staff and equipment moves during team/department/office re-organisation.

Other responsibilities:

In addition the job holder is required to perform other responsibilities as and when requested by the Infrastructure Manager and IT Director.

Essential skills required:

  • Personable
  • Service driven and customer focused
  • Good communicator
  • Organised, efficient with the ability to take initiative
  • Flexibility to embrace change

Desirable skill required:

It is desirable that you possess 2 years’ Service Desk experience within a professional services environment, preferably legal.  With 1st and 2nd line support experience, if you possess relevant technical qualifications that would be beneficial as well as exposure to ITIL. However, for the right candidate with the enthusiasm to learn and a desire to build a career in a busy and growing IT department, training and support will be provided.