IT Service Technician

Newstead Wood School is a leading secondary school in the United Kingdom, committed to providing an outstanding education and supportive environment for all students. We are currently seeking an enthusiastic IT Technician to join our team.

Role Purpose

To contribute to the provision of a comprehensive, effective, and efficient IT service. You’ll play a key role in first-line support, maintaining IT systems, and ensuring the smooth operation of technology across the school.

Key Responsibilities

• Providing first-line support to resolve technical issues and minimise disruption to teaching, learning, and administration.
• Monitoring and maintaining the performance of end-user devices and peripherals, escalating issues where necessary.
• Supporting the stability, security, and functionality of the school’s IT infrastructure under the guidance of your Line Manager.
• Contributing to the implementation of change requests and ensuring compliance with IT security protocols.
• Assisting staff, students, and visitors in the effective use of IT systems and resources.
• Maintaining accurate records and contributing to service improvement through documentation and knowledge sharing.

Specific Duties

• Respond to assigned service desk tickets promptly and diligently, helping meet operational level agreements.
• Log incidents reported verbally to ensure proper tracking and resolution.
• Use the knowledge base and historical ticket logs to inform diagnosis and resolution.
• Record detailed diagnostic information to support knowledge base development.
• Escalate unresolved issues appropriately within the IT Service.
• Support, maintain, and deploy IT hardware and software, including operating system imaging, patching, and peripheral installation.
• Undertake basic hardware repairs and upgrades, and install drivers as required.
• Diagnose and resolve software faults across devices.
• Install and maintain standard network cabling and perform basic diagnostics on network equipment.
• Follow instructions to manage user accounts and permissions securely.
• Maintain an accurate hardware and software asset register.
• Test and verify backup procedures on a scheduled basis.