IT Support Technician

IT Support Technician Position Overview

The IT Support Technician is responsible for the day-to-day management, maintenance, and support of the school's IT infrastructure, hardware, software, and network systems. This role ensures that staff and students have reliable access to technology that supports teaching, learning, and administration. The post holder will work closely with teaching staff and school leadership to champion effective use of technology across the school.

Key Responsibilities

Technical Support & Maintenance

• Provide first and second-line IT support to staff and students, resolving hardware, software, and connectivity issues in a timely manner.
• Install, configure, and maintain computers, laptops, tablets, interactive whiteboards, printers, and other peripherals.
• Monitor and maintain the school's network infrastructure, including switches, routers, wireless access points, and servers.
• Perform routine system checks, updates, patches, and backups to ensure security and reliability.
• Manage and maintain the school's IT asset register, ensuring accurate records of all equipment.

User Support & Training

• Act as the first point of contact for IT-related queries from staff and students via the helpdesk or in person.
• Deliver basic IT inductions and training to new staff and students on key systems and tools.
• Create and maintain user guides, how-to documentation, and FAQs for common IT processes.
• Support staff in the use of educational technology platforms (e.g., Google Workspace, Microsoft 365, learning management systems).

Systems & Data Management

• Manage user accounts, permissions, and access controls across school systems (Active Directory, G Suite/Microsoft 365, MIS).
• Support the school's Management Information System (MIS), such as SIMS or Arbor, including data imports/exports and integrations.
• Assist with cybersecurity measures, including content filtering, anti-virus, and firewall management.
• Ensure the school's IT systems comply with GDPR and relevant data protection legislation.

Strategic & Administrative

• Assist the senior leadership team in planning and budgeting for IT procurement and upgrades.
• Liaise with external suppliers, service providers, and the local authority regarding IT contracts and services.
• Keep up to date with developments in educational technology and make recommendations for improvement.
• Maintain compliance with safeguarding requirements, including ensuring appropriate internet filtering and monitoring tools are in place.

Minimum Qualifications

• Minimum 2 years of IT support experience
• Experience managing Windows/macOS/ChromeOS devices
• Knowledge of networking (TCP/IP, DNS, DHCP, VLANs)
• Experience with Microsoft 365 or Google Workspace administration
• Strong communication and interpersonal skills
• Ability to explain technical concepts to non-technical users
• Ability to work independently and prioritize a varied workload
• Commitment to safeguarding and child protection

Preferred Qualifications

• Relevant IT qualifications (e.g. CompTIA A+, Network+, Microsoft certifications)
• Degree or HND in Computing or related field
• Experience supporting IT in an educational environment
• Familiarity with school MIS systems
• Experience with virtualization or cloud services (Azure, Google Cloud)

Physical Requirements

• Ability to lift and carry IT equipment weighing up to 50lbs., including computers, monitors, and printers
• Ability to kneel, crouch, and work in confined spaces when installing equipment or routing cables
• Comfortable working at height using stepladders or platforms when mounting equipment
• Ability to walk and stand for extended periods while providing on-site support across the school
• Good manual dexterity for handling small components and connectors
• Ability to work at a computer screen for prolonged periods
• Ability to push or maneuver carts loaded with IT equipment

Core Competencies

• Technical Proficiency - Demonstrates sound knowledge of hardware, software, networking, and operating systems, with the ability to diagnose and resolve issues efficiently
• Problem Solving - Applies logical and methodical thinking to identify the root cause of technical issues and implement effective solutions
• Communication - Explains technical concepts clearly and concisely to non-technical staff and students, both verbally and in writing
• Customer Focus - Delivers a responsive, professional, and patient support service, treating all users with respect regardless of their technical ability
• Organization & Prioritization - Manages a varied workload effectively, prioritizing urgent issues while keeping routine maintenance on track
• Attention to Detail - Maintains accurate records of assets, incidents, and changes, and follows processes carefully to avoid errors
• Teamwork & Collaboration - Works cooperatively with teaching staff, administrators, and external suppliers to achieve shared goals
• Adaptability - Responds positively to changing technology, school needs, and unexpected technical challenges
• Commitment to Safeguarding - Understands and upholds the school's safeguarding responsibilities, including safe internet use and data protection
• Continuous Learning - Proactively keeps skills and knowledge up to date in line with developments in educational technology and IT best practices