Apprentice IT Technician

Duties will include:

• Be first point of contact for staff and volunteers needing IT assistance
• Help diagnose basic IT problems, offering in-person and remote assistance via phone, email and Teams
• For more complex issues, collect information where possible to escalate issues to other staff and third-party IT support providers
• Co-ordinate and track ongoing helpdesk tickets and ensure timely follow-up and resolution
• Undertake installation and configuration of hardware including PCs, laptops, tablets, mobile phones
• Maintain peripherals including printers, scanners, barcode and smartcard readers
• Ensure IT security practices meet organisational policies and requirements
• Help ensure backups and reliable and secure
• Troubleshoot issues with AV equipment including video conferencing and digital signage
• Support the secure management of mobile devices including device policies, compliance and encryption
• Document changes made to all IT systems
• Assist with access issues to systems such as setting permissions and resetting passwords
• Support the installation and upgrade of systems and software on PCs and servers
• Ensure performance of IT networks and systems are monitored and where necessary report issues to colleagues and/or third-party support providers
• Configure and maintain network devices including switches, routers and firewalls.
• Perform basic network cabling installation and termination

• Basic knowledge of IT hardware
• Experience using a range of software including Windows, MS Office and Teams
• Knowledge of key concepts for computer networks
• Skills in configuring mobiles/tablets including Android and iOS devices
• Some exposure to key concepts of IT security

• Ability to work under pressure
• Proactive approach to problem solving
• Able to work independently and as part of team
• Interest in developing new ideas
• Friendly and approachable
• Ability to assist users with a wide range of IT skills and abilities

• Essential: maths grade 5 or above (or equivalent eg Functional Skills Level 2)
• Desirable: English grade 5 or above (or equivalent eg Functional Skills Level 2)
• Desirable: IT GCSE grade 5 or equivalent

• Possible progression to permanent IT Technician position, with future potential to progress into systems and data analysis, database development or IT infrastructure management

• Level 3 Information Communications Technician Apprenticeship Standard

This is an Advanced Apprenticeship Standard for an Information Communications Technician at Level 3. It will include a combination of on and off the job training in the workplace. You will have monthly mentoring and guidance at work from a Craven College Learning & Development Advisor alongside weekly college attendance. After 18-months you will be entered to undertake an End Point Assessment, conducted by an assessor from an external body such as City & Guilds, to complete your Apprenticeship.

More information on course content and assessment methods will be discussed at interview.

If candidates do not have A*-C (4-9) in maths & English at GCSE there will be a requirement to do Functional Skills up to Level 2.