Apprentice IT Technician

To support pupils and staff in the appropriate use of ICT and to assist in maximising the availability of ICT systems by responding to and resolving first line support calls and co-ordinating our ICT helpdesk.

OBJECTIVES:
? Support ICT service to meet the needs of students, staff and visitors.
? Maintenance of a healthy and stable working ICT environment.

MAJOR AREAS OF RESPONSIBILITY:
Desktop & Application Support.
Server & Network Support.
Health & Safety.
Support Request Management
Additional Departmental Responsibilities.

KEY TASKS:
? Connect up and check hardware for normal operation
? Set up suitable desktop environments for users including the installation of software applications
? Perform set up and checking of networked based PCs
? Use utilities to change information on the intranet/SharePoint
? Run network monitoring reports or utilities and inform line manager of issues noted
? Carry out basic safety checks and escalate problems as required
? Follow relevant Health & Safety procedures and raise awareness among staff, pupils and other users
? Update records of installed hardware and software
? Maintain a software library and store original copies of installed applications
? Implement school backup and virus protection procedures
? Record requests accurately in support log. Retrieve details of previous requests if an enquiry is made
? Investigate a request for support, record diagnostic information and either resolve or escalate to the appropriate level
? Identify a possible ICT requirement
? Understand the school process for purchasing and recording expenditure
? Purchase consumables following school procedures
? Work as part of a team
? Support staff and pupils
? Contact suppliers
? Produce simple user guides
? Install and maintain standard network cabling or equipment and perform diagnostic checks on network equipment.
? Configure network clients, including allocating or installing required software.
? Create, maintain and troubleshoot all user accounts, permissions and printer quotas.
? Maintain and troubleshoot hardware and software on the network and identify failing systems, suggesting solutions as appropriate.
? Search Internet, knowledgebase and logs of previous calls to diagnose and resolve faults; record detailed diagnostic and resolution information.
? Understand when a quick fix is not sufficient to permanently resolve a problem.
? Prioritise resolutions given staff availability and wider ICT service demands and escalate request when required to external support.
? Identify ICT requirements to fulfil the school staff needs and outline specification for a solution.
? Have an overall view of the capabilities of the school?s ICT service and contribute to continuous improvement to meet future needs.
? Attend relevant courses and actively seek to broaden knowledge and skills relevant to responsibilities.
? Set up ICT equipment for bookings.
? Carry out weekly checks on ICT Suites to ensure they are operational students and staff.
? The post-holder will also be required to perform any other ICT support tasks within the school appropriate to the grade of the post.

ACCOUNTABILITY:
The Apprentice IT Technician post-holder is accountable to the Senior ICT Technician and has no direct reports.

INDIT