Junior IT Support Technician

Location: On site / Horley, UK
job type: Permanent / Full-time
Sector and subsector: Medical & Healthcare Allied Health Professionals
Annual Salary range:from £ 25,149.00 to £ 27,222.00

Reports to: Head of Digital

Responsible to: Director of Operations

Proposed salary: Band 4.1 - 4.5 on the ABC pay scale, which is equivalent to £25,148.94 - £27,222.02 per annum dependent on experience (pro rata)

Hours of work: 37.5 per week

Base: Horley Health Hub

About Alliance for Better Care CIC

Alliance for Better Care (ABC) is a GP Federation uniting 77 NHS GP member practices across 98 sites within 24 Primary Care Networks in Sussex and Surrey. We support our Primary Care colleagues - and their patients - to transform how healthcare is delivered in their communities.

We work closely with GP Practices, PCNs, Hospitals, Community Organisations, and the Third Sector. These vital partnerships enable us to deliver a truly integrated approach that offers the support and expertise needed to effectively serve our populations.

If we can do something better, we should.

We are honest

Even when it is difficult.

We care

And put the patient first.

We are inclusive

We listen and we act.

And we're known to like a challenge!

Generous annual leave allowance

Access to NHS pension

Bespoke training programme

Cycle to Work Scheme

Employee Assistance Programme

Enhanced maternity pay

Leadership Development Programme

Salary sacrifice schemes - technology and electric vehicle

Opportunities for secondments

There are opportunities for a study leave allowance.

Supervision

Regular supervisions on a one-to-one basis including an annual formal appraisal are held with a line manager. If you are in a patient-facing role, you will also receive regular Clinical Supervisions with a Clinical Supervisor.

Induction Programme

You will receive an in-depth induction programme and will be invited to a face-to-face induction day within your first week to give you relevant information about the organisation and your job role.

Job summary

The Junior IT Support Technician provides hands on, day to day IT support across ABC's IT, digital and end user systems, acting as the first point of contact for routine IT and system queries. The role exists to strengthen day to day support across a wider area.

This is an entry level opportunity, well suited to someone starting out in IT - for example a recent college or university leaver, or someone changing career into the field - who will be supported to develop through a structured induction and ongoing training.

The postholder delivers first line IT and equipment support, manages user onboarding and access administration (including new starter induction, joiner/mover/leaver changes and NHS smartcard support), and keeps key operational records and registers accurate and up to date.

This is a first line (Level 1) support role. The postholder provides first line support, investigation and user administration, and is not responsible for system configuration changes. Ownership of technical decisions, system configuration, framework and policy authoring, change control, information governance and security compliance remains with the relevant senior post holders. The role works closely with the IT & Cyber Security Support Technician and, where relevant, the Information Security & Compliance Officer and the Clinical Systems Manager.

Primary duties and areas of responsibility

Ref

Duty

2.1

IT SUPPORT & EQUIPMENT

a

Act as first point of contact for routine IT and system queries, providing first line desk side and remote support for hardware, software and systems; log, triage and resolve routine tickets, escalating complex issues to the IT & Cyber Security Support Technician.

b

Undertake day to day physical equipment ordering, setup and support - physically setting up, installing and issuing end user equipment (laptops, printers and peripherals) and carrying out routine repairs and replacements.

c

Arrange display screen equipment (DSE) ordering and support, setting up DSE related equipment following assessments.

d

Support upgrades to office equipment when required, led by the IT & Cyber Security Support Technician, providing hands on assistance with roll out.

e

Provide dedicated first line support cover during periods when senior digital colleagues are allocated to project work, maintaining continuity of day to day support.

f

Investigate system issues where no immediate fix is found, and escalate for change management when required.

2.2

ONBOARDING & USER ADMINISTRATION

a

Provide IT onboarding for new starters, including account creation and equipment set up.

b

Process joiner, mover and leaver account and access changes across systems (Microsoft Entra ID, Microsoft Intune and clinical systems) within agreed permission sets.

c

Support NHS smartcard requests, unlocks, renewals and routine Registration Authority (RA) tasks.

d

Issue system and RA administrator agreements, collect signed copies and file them securely.

e

Hold responsibility for system Acceptable Use Policies (AUPs) - issuing them to users, obtaining and recording acknowledgement, and prompting periodic re acknowledgement; align content with the ISMS Lead where security requirements apply.

f

Create self help guides and FAQ content for common IT queries to reduce repeat tickets.

2.3

IT OPERATIONAL RECORDS & ROUTINE CHECKS

a

Keep the IT asset register and software inventory accurate and up to date, recording new equipment, moves and retirements.

b

Maintain day to day IT records and logs, including tickets, equipment issue and return, and licence allocation.

2.4

SYSTEM ACCESS & ACCOUNT ADMINISTRATION

a

Complete user account and role set up on connected systems in line with agreed access profiles, including enabling individual user permissions - user level administration only, not system configuration.

b

Act as first line contact for access and account queries relating to connected systems, resolving routine items and escalating anything requiring investigation or configuration to the relevant senior colleague.

2.5

PROJECTS & CONTINUOUS IMPROVEMENT

a

Assist with the deployment, testing and roll out of new systems and tools as directed, providing hands on support to project delivery.

b

Contribute to the continuous improvement of routine support processes and documentation.

A-level qualifications or equivalent

A genuine interest in IT and a desire to build a career in IT support

Valid UK driving licence, as travel between sites to provide support will be required

IT related qualification (e.g. college or university course, apprenticeship or certification)

Evidence of continuing professional development relevant to the role

NHS Digital or primary care systems training (e.g. EMIS, SystmOne, or NHS smartcard / Registration Authority administration)

Experience

Some experience - through study, work, voluntary activity or personal projects - of using, setting up or troubleshooting IT

Experience of delivering IT or system support

Experience of maintaining accurate records, registers or logs in a structured environment

Experience of working in an NHS or primary care setting

Exposure to NHS or healthcare IT systems

Experience of NHS smartcard / Registration Authority processes

Experience of user account and access administration across business or IT systems

Skills and Abilities

Confident using everyday Microsoft tools (Teams, Outlook, Word and Excel)

Organised, methodical and accurate, with a systematic approach to work

Good written and verbal communication; able to explain clearly to non technical users

Willingness to learn, follow defined processes and ask for help or elevate appropriately

Can reliably commute to the Horley office on a daily basis

Experience using Microsoft Entra ID, Microsoft Intune, Salesforce or ITSM software

Use of SharePoint for document management

Behaviour and Values

Behaviours and vales

Prioritises ABC's values of innovation, caring, inclusivity, honesty and delivery in all aspects of working life

Adaptable and open to change

Eager to learn and develop new technical skills, and reliable in following tasks through

Enthusiastic about the potential for technology to improve people's lives

We are committed to building a diverse team and fostering an inclusive workplace where everyone's unique strengths are valued. We welcome applicants from all backgrounds, including underrepresented groups such as ethnic minorities, people of all faiths or beliefs, members of the LGBTQ+ community, and individuals with disabilities or neurodivergent conditions.

We provide adjustments during the recruitment process and in the workplace to support you in fulfilling this role . click apply for full job details