IT Technical Support Apprentice

Service Desk and Technical Assistance: • First line ‘break-fix’ assistance to school based users as directed by the site Service Desk queue • Use the service desk software to report, log and correspond to requests • Communicate with school-based staff to inform them of action and progress of reported problems • Assist school-based staff and students with technical issues* • Provide high levels of customer service Hardware/Software Support and Fault Diagnosis: • First line support for workstation and laptop support. Assessment and resolution of hardware/software issues • First line support for printers. Basic assessment and resolution of hardware issues • First line support for ICT peripheral devices (USB devices, Scanners, tablets etc)* Assessment of hardware/software issues • First line support for interactive whiteboards and projectors. Basic assessment and resolution of hardware issues • First line support for wireless access points and hardwired network points. Basic assessment and resolution of issues • Complete trouble-shooting tasks on supported infrastructure as directed by the service desk. • Test and change cables as required. (Network, USB, serial, parallel etc) • Change and diagnose hardware equipment as directed by the service desk Routine Maintenance and Service Tasks: • Complete software installations on workstations and laptops as directed by the service desk • Complete deployment of images to workstation or laptops as directed by the service desk • Change and replace printer consumables, paper as required • Restore workstation/laptop images as directed by the service desk • Complete Active Directory maintenance tasks as directed by the service desk • Complete backup restores as directed by the service desk • Complete routine hardware/software maintenance tasks as directed by the service desk • Report breakages, vandalism or reoccurring problems to the service desk • Maintain school asset record systems