IT Support Technician - INTERNAL ONLY

The Percy Hedley Foundation is one of the largest regional charities supporting people with a range of learning and physical needs. We take a person centred, flexible approach to the care and support we provide. We have six sites providing specialist education, adult day services, residential care and independent supported living to our service users. Our sites are based in Forest Hall, Killingworth, Jesmond, Newcastle City Centre, and North Shields.

Reporting to the IT Service Manager, the IT Support Technician will be required to support a wide range of end user computing, infrastructure, and business systems.

Key duties will include:

• Providing first and second-line technical support to end users.
• Diagnosing, investigating and resolving hardware, software and network issues, using a logical troubleshooting approach to identify root causes.
• Installing, configuring and maintaining desktops, laptops and mobile devices.
• Creating and managing user accounts, permissions and access.
• Supporting Microsoft 365 applications and services.
• Maintaining accurate records within the IT service management system.
• Assisting with IT projects, system upgrades and equipment deployments.
• Following IT policies, procedures and security standards.
• Delivering excellent customer service and communicating technical information clearly.
• Identifying recurring issues, recommending improvements and contributing ideas that improve the quality and delivery of IT services.

We're looking for someone who enjoys understanding how technology works and takes satisfaction from solving problems that don't always have an obvious answer. You're naturally curious, enjoy learning new skills and aren't afraid to investigate an issue before asking for help.

You'll be someone who takes ownership of your work, shares knowledge with colleagues and looks for opportunities to improve the way we deliver IT services. Above all, you'll enjoy helping people and take pride in providing an excellent customer experience.

Whether you're an experienced IT professional or someone ready to take the next step in your career, if you have the right attitude, a willingness to learn and a genuine interest in technology, we'd love to hear from you.

We offer the following benefits to staff:

• 28 days annual leave plus bank holidays
• Loyalty awards starting at 2 years' service
• Wellbeing support (including occupational health, physio services and counselling services)
• Contributory Pension Scheme
• Induction and ongoing training
• Employee Assistance Programme
• Access to a rewards scheme designed to save money on shopping
• Access to Blue Light Card
• Cycle to Work Scheme
• Access to discounted Nexus Travel Corporate Pop Card (payments spread over 12 months and deducted from salary each month)

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expect all staff and volunteers to share this commitment. This post is exempt from the Rehabilitation of Offenders Act 1974 and therefore applicants should be aware that the post will only be offered to successful candidates subject to an Enhanced DBS and barring checks as well as other employment clearances such as referencing in line with our regulator's legislation requirements.

Please note that this role is classed as regulated activity as it involves working directly with children and/or vulnerable adults. All shortlisted candidates will be asked to complete a criminal records self-declaration form prior to interview, and all candidates will be subject to an online check prior to interview. The amendments to the Exceptions Order 1975 (2013, 2020 & 2023) provide that certain spent convictions and cautions are 'protected' and are not subject to disclosure to employers, and cannot be taken into account. Guidance and criteria on the filtering of these cautions and convictions can be found on the Ministry of Justice website.

Please note it is an offence to apply for this role if the applicant is barred from engaging in regulated activity relevant to children and the Percy Hedley Foundation has the right to respond appropriately.

As a disability confident employer who is registered and accredited by the scheme, we would encourage all applications but please reach out if you require any guidance or support in your application.

This advert will close on Wednesday 15th at midnight.