Desktop Technician

2 weeks ago

Manchester, United Kingdom AQA Full time

Description

Summary

To support the Desktop Team in provision of robust computing services, by means of routine and ad hoc activities.Key accountabilities

1. Perform service maintenance and systems support tasks, carrying out routine checks in accordance with procedure and liaising with Desktop colleagues as required.
2. Provide first and second line support of windows, desktop, mobile and associated applications and end user telephony. Support hardware lifecycle refresh, service and systems maintenance to facilitate effective delivery of service against agreed service levels.
3. Carry out and support moves and changes as required by the business in conjunction with colleagues and stakeholders.
4. Comply with and support IT standards including Architecture and Security.
5. Take responsibility for personal and professional development with support and guidance from line management and organisational Development colleagues.
6. Liaise closely within and across teams to ensure effective overall service delivery and timely resolution of incidents.
7. Engage with suppliers as required to ensure effective service delivery and problem resolution during support and maintenance activity.
8. To update, maintain and ensure accuracy of Configuration items within the Configuration Management Database (CMDB).
9. Proactively work to ensure that the Desktop Team achieve their Collaborative, Team and Personal objectives.

General accountabilities

1. To comply with all AQA’s policies and other legislative requirements, including but not limited to HSE, Equal Opportunities and ISMS.
2. Where business needs change, to undertake other responsibilities/tasks of a commensurate level
outside the terms of this role profile.
3. Proactively promote and demonstrate the AQA Values, Culture and Leadership behaviours.

Person profile

Knowledge

Knowledge and understanding of the following areas:

Supporting a desktop computing environment including Microsoft Windows 10/7,
Office 2010/2016 suite of applications and similar desktop applications (MS Project,OneNote, Visio, Adobe Creative Suite etc)
Desktop and application virtualisation, ideally Citrix XenDesktop/XenApp and
Microsoft AppV
Microsoft Active Directory, Group Policy, Software deployment, Windows Permissions
Microsoft Windows networking (IP, DNS, DHCP)
Good understanding of Cyber Security and Threat mitigation technologies (Anti-Virus,Vulnerability assessment, Exploit Prevention)
 Microsoft System Centre Configuration Manager (WSUS, Software deployment)
 Mobile Device Management (knowledge of MobileIron is desirable)
A/I/P
Microsoft PowerShell Scripting for the management of computer endpoints A/I/P
Strong understanding of IT Asset Management practices (Software and Hardware) A/I/P
Understanding of the political, educational and business context within which AQA works. I/P
Understanding of project management methodologies. A/I/P
Knowledge of ITIL v3 A/I/P
Qualification
Experience in a similar IT Desktop Support environment and/or relevant computing
qualification
A/I
Degree or equivalent in computer science or similar level of business experience. A/I
Relevant vendor accreditations desirable. (ie MCP, CompTIA) A/I
Skills
Ability to assimilate and apply information across a combination of end user, data centre and
network technologies.
A/I/P
Broad knowledge of computer systems and how they work I/P
Ability to produce and maintain accurate documentation for a range of purposes (User
Guides and System Documentation)
I/P
Strong ability to manage and prioritise time and tasks to achieve team and individual
objectives
I/P
Resilient and able to work under pressure in a fast-paced change environment. I/P
Logical thinker, able to diagnose technical issues in a pressured environment. A/I/P
Ability to accurately and consistently follow procedures and contribute to continuous
improvement.
A/I/P
Innovative thinker, who will proactively look for ways to continuously improve Services A/I/P

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