Junior IT Support Technician
Job summary
The Junior IT Support Technician provides hands-on, day-to-day IT support across ABCs 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.
Main duties of the job
IT Support & Equipment Acting as the first point of contact for routine IT and system queries, providing desk-side and remote support for hardware, software and business systems. Logging, triaging and resolving incidents, escalating complex issues when needed. Ordering, configuring, installing and issuing devices, completing routine repairs and replacements, supporting DSE requirements, and assisting with equipment upgrades, rollouts and recurring issue investigations.
Onboarding & User Administration Supporting IT onboarding through account creation, access provisioning and device setup. Processing joiner, mover and leaver requests across Microsoft Entra ID, Intune and other systems. Assisting with NHS Smartcard requests, renewals and Registration Authority tasks. Managing administrator agreements and Acceptable Use Policy acknowledgements, and producing user guides and FAQs to reduce repeat requests.
IT Records & Routine Administration Maintaining accurate IT asset registers, software inventories and licence records, ensuring equipment, user allocations and disposals are recorded correctly. Keeping support tickets and equipment logs up to date.
System Access Administration Completing user account and role setup within approved access profiles, acting as the first-line contact for access queries, resolving routine requests and escalating issues requiring further investigation or configuration changes.
About us
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 andexpertiseneeded to effectively serve our populations.
Job description
Job responsibilities
- 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.
- 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.
- Arrange display screen equipment (DSE) ordering and support, setting up DSE-related equipment following assessments.
- Support upgrades to office equipment when required, led by the IT & Cyber Security Support Technician, providing hands-on assistance with roll-out.
- Provide dedicated first-line support cover during periods when senior digital colleagues are allocated to project work, maintaining continuity of day-to-day support.
- Investigate system issues where no immediate fix is found, and escalate for change management when required.
- Provide IT onboarding for new starters, including account creation and equipment set-up.
- Process joiner, mover and leaver account and access changes across systems (Microsoft Entra ID, Microsoft Intune and clinical systems) within agreed permission sets.
- Support NHS smartcard requests, unlocks, renewals and routine Registration Authority (RA) tasks.
- Issue system and RA administrator agreements, collect signed copies and file them securely.
- 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.
- Create self-help guides and FAQ content for common IT queries to reduce repeat tickets.
- Keep the IT asset register and software inventory accurate and up to date, recording new equipment, moves and retirements.
- Maintain day-to-day IT records and logs, including tickets, equipment issue and return, and licence allocation.
- 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.
- 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.
- Assist with the deployment, testing and roll-out of new systems and tools as directed, providing hands-on support to project delivery.
- Contribute to the continuous improvement of routine support processes and documentation.
Person Specification
Qualifications
- 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
Behaviours and Values
- Prioritises ABCs 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 peoples lives
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 or 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 escalate 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
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Alliance for Better Care CIC
Address
Horley Health Hub
120 Victoria Road
Horley
Surrey
RH1 1EB
United Kingdom
Employer's website
https://allianceforbettercare.org/