End User Support Specialist (on-site Aldermaston)
Job Description
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 & CompliancePrimary work location: AWE Aldermaston, with rotational coverage at Reading Green ParkOccasional travel to remote sites to install or replace equipmentStandard working hours: 07:0017:30 (9-day fortnight, shift-dependent)Occasional out-of-hours work to support VIP or high-profile eventsRole is based on a nuclear-licensed site in the Reading areaSecurity 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 repairsTroubleshoot Windows client OSPerform limited software troubleshootingSupport endpoint encryption and WSUS updatesAdminister Active Directory and assist with SCCM deploymentsStaff the Tech Bar for walk-in supportHardware Build Build standard and non-standard desktops; refurbish devices for deploymentPerform warranty and non-warranty repairsManage break/fix stock and asset recordsMaintain accurate device and print asset records; complete periodic auditsDocument and improve processes; maintain team SharePointPrinting / Managed Print Services (MPS) Maintain networked HP multifunction printers and manage consumablesManage customer PUK code accessPrepare, test, and install new print devicesSupport print fleet optimisation and auditsTech Bar & Front-of-House Service Provide walk-in support including loan devices, triage, software help, new starters, and ordersEnsure excellent customer communication and effective back-office completionConference Rooms, VIP & Events Manage 250+ conference rooms and conduct assurance visitsLiaise with AV suppliers for incident resolution and design requirementsRespond to last-minute VIP support requestsNetworking (Foundational) Perform CAT5 and fibre network patchingProvide hands-and-eyes support to suppliersTicketing, SLAs & Communication Maintain clear ticket updates and resolution notesResolve within SLA or escalate appropriatelyKeep users informed throughout the lifecycleProjects (when assigned) Coordinate small refresh or deployment projectsAct as point of contact for leadership and customer service managersEssential Skills & Qualifications Strong EUC hardware knowledge and hands-on break/fix experience (HP/Lenovo/Dell)Experience supporting HP multifunction printersProficiency with Windows OS and Microsoft applicationsSolid PC and peripheral hardware knowledgeExperience with ITSM processes and SLA adherenceFamiliarity with CAT5/fibre patchingFull UK driving licence and eligibility for nuclear-licensed site clearanceDesirable Skills & Certifications ITIL FoundationSCCM knowledgeMicrosoft and CompTIA certifications (A+, Network+, MCP)Behaviours Service excellence mindset; structured and methodical approachTeam-oriented; promotes collaboration and knowledge sharingProfessional, positive, proactive, calm under pressurePolitically aware, reliable, and conscientiousContinuous service improvement mindsetTPBN1_UKTJ