End User Support Specialist (on-site Aldermaston)

Deliver on-site end-user support across desktop/laptop devices, break/fix repairs, managed print (MPS), conference-room AV and VIP support, Tech Bar services, hardware builds, and software support as part of the wider service delivery model. Due to account requirements, applicants should be sole UK national and either hold or be willing to undergo DV clearance. Location, Working Pattern, Security & Compliance Primary work location: AWE Aldermaston, with rotational coverage at Reading Green Park

Occasional travel to remote sites to install or replace equipment

Standard working hours: 07:0017:30 (9-day fortnight, shift-dependent)

Occasional out-of-hours work to support VIP or high-profile events

Role is based on a nuclear-licensed site in the Reading area

Security clearance required: SC to start, with eligibility for DV (or DV as standard depending on assignment)

Key Responsibilities

End-User Compute (EUC)

Diagnose and resolve desktop/laptop incidents including rebuilds and break/fix repairs

Troubleshoot Windows client OS

Perform limited software troubleshooting

Support endpoint encryption and WSUS updates

Administer Active Directory and assist with SCCM deployments

Staff the Tech Bar for walk-in support

Hardware Build

Build standard and non-standard desktops; refurbish devices for deployment

Perform warranty and non-warranty repairs

Manage break/fix stock and asset records

Maintain accurate device and print asset records; complete periodic audits

Document and improve processes; maintain team SharePoint

Printing / Managed Print Services (MPS)

Maintain networked HP multifunction printers and manage consumables

Manage customer PUK code access

Prepare, test, and install new print devices

Support print fleet optimisation and audits

Tech Bar & Front-of-House Service

Provide walk-in support including loan devices, triage, software help, new starters, and orders

Ensure excellent customer communication and effective back-office completion

Conference Rooms, VIP & Events

Manage 250+ conference rooms and conduct assurance visits

Liaise with AV suppliers for incident resolution and design requirements

Respond to last-minute VIP support requests

Networking (Foundational)

Perform CAT5 and fibre network patching

Provide hands-and-eyes support to suppliers

Ticketing, SLAs & Communication

Maintain clear ticket updates and resolution notes

Resolve within SLA or escalate appropriately

Keep users informed throughout the lifecycle

Projects (when assigned)

Coordinate small refresh or deployment projects

Act as point of contact for leadership and customer service managers

Essential Skills & Qualifications

Strong EUC hardware knowledge and hands-on break/fix experience (HP/Lenovo/Dell)

Experience supporting HP multifunction printers

Proficiency with Windows OS and Microsoft applications

Solid PC and peripheral hardware knowledge

Experience with ITSM processes and SLA adherence

Familiarity with CAT5/fibre patching

Full UK driving licence and eligibility for nuclear-licensed site clearance

Desirable Skills & Certifications

ITIL Foundation

SCCM knowledge

Microsoft and CompTIA certifications (A+, Network+, MCP)

Behaviours

Service excellence mindset; structured and methodical approach

Team-oriented; promotes collaboration and knowledge sharing

Professional, positive, proactive, calm under pressure

Politically aware, reliable, and conscientious

Continuous service improvement mindset

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