IT Support Apprentice

Main duties and responsibilities

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 the 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 troubleshooting 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 workstations or laptops as directed by the service desk
· Change and replace printer consumables and 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 recurring problems to the service desk
· Maintain school asset record systems
· Maintain school stock systems

• Communication skills
• IT skills
• Attention to detail
• Team working

• English GCSE, grade C/4 (Desired)
• IT or Digital Related GCSE, grade C/4 (Desired)
• Maths GCSE, grade C/4 (Desired)