IT Officer - University Of Oxford

3 Month Temporary Role

£15 / Hour

Our Client

Our client are one of the 38 constituent colleges of the University of Oxford. This is a great opportunity to work for the University and gain some valuable experience.

The IT Department

The IT department is responsible for the provision and support of a wide range of technology services within the College. This includes end-user support, network infrastructure, server infrastructure, application and data support.

The department is currently staffed by an IT Manager, Systems Administrator and IT Officer (this post).

The department provides the role of Local IT support staff (ITSS) to the College, working closely in this capacity with Oxford University central IT services.

Job Purpose

The primary responsibility of the IT Officers is to provide first line support via the College helpdesk to college members (students, academic staff and non-academic staff), guests and other making use of College facilities. This is currently managed via an online helpdesk system (supportpal) but enquires are also made by phone, in-person and by Microsoft teams.

The IT officer will also need to respond to alerts from the College’s operational monitoring system; this will involve some low-level systems administration.

The IT Officer will also be involved with departmental projects - particularly those that have a hardware deployment element or involve changes for all users.

The IT Officer will take responsibility for a variety of departmental record keeping including purchase orders, hardware inventory, IP address allocations and equipment recycling records.

With a small and dynamic team, there is substantial scope for the post holder to build significant experience in areas outside of first line support.

Key Responsibilities

• Providing first line IT support to college users - including staff, students and visitors.

• Troubleshooting and resolving hardware, software, audio/visual and connectivity issues.

• Assisting users to resolve security issues with their accounts and devices when flagged by the Oxford University computer security team (Oxcert).

• Installing and configuring IT equipment including desktops, laptops, tablets and phones.

• Installing and maintaining operating systems and application software.

• Upgrading and maintaining computer hardware.

• Reviewing and maintaining the IT asset register on a regular basis, including adding new equipment purchased and removing equipment that has been disposed of.

• Creating and maintaining operational, systems and user documentation.

• Assisting with the maintenance of the College website.

• Purchase hardware, software and consumables in line with department policy and procedure.

• Organising IT support cover for key College periods such as exams and admissions.

• Assisting with the maintenance of College audio/visual equipment e.g. projectors, microphones, etc.

• Maintain an ongoing knowledge of latest developments in IT.

• Perform basic systems administration tasks under the direction of the IT manager or systems administrator e.g. operating system patches, SSL certificate renewal, etc.

• Assist with other tasks commensurate for the post as requested by the IT Manager

General obligations

On a personal basis you are expected to:

1. take responsibility for your own personal development and be willing to undertake training to improve your personal performance and knowledge

2. provide the highest quality services and work to continually improve standards

3. understand your responsibilities under Worcester College’s policies and procedures and ensure that you comply with them

4. perform duties not specifically identified in the job description but which are in line with the general responsibilities of the post

The job description may from time to time be amended by the College and in addition to the duties set out in it you may be required to undertake additional or other duties within your professional capabilities as are necessary to meet the needs of the College.

Person Specification

Candidates will be assessed on the basis of the criteria set out below and should ensure that their application provides evidence of how they meet the criteria. Examples of relevant experience need not be just from work, candidates may wish to give examples from study, voluntary work or skills gained in their family or social life.

Qualifications

Essential Qualities:

• Educated to A level standard (including GCSE in Maths and English) or equivalent.

Desirable Qualities:

• Higher or further education relevant to the role or equivalent experience.

Skills, Experience & Knowledge

Essential Qualities:

• Technical knowledge of TCP/IP networking and associated protocols, in particular a working understanding of DNS, DHCP and VLANs.

• Experience of using Microsoft active directory for basic system administration tasks - e.g. user creation, group policy deployment, etc.Desirable Qualities:

• Experience providing IT support / troubleshooting to users.

• A working knowledge of the windows operating system (both desktop and server)

• A working knowledge of the iOS and Android phone operating systems.

Desirable Qualities:

• Experience of Software application packaging, deployment and patching using Microsoft SSCM or an equivalent technology.

• A working knowledge of the MacOS desktop operating system

• Programming or scripting knowledge and experience.

• Experience working with and responding to alerts from an operational monitoring system such as Nagios.

• Experience of using the Linux command line to perform simple systems administration.

• Experience working in a complex support environment including interaction with 3rd party suppliers for system support.

Personal Qualities

Essential Qualities:

• Ability to independently plan, organise, prioritise and deliver work to high standards and to deadlines, in the face of competing demands.

• Ability to demonstrate initiative, creativity and problem-solving skills, but able to identify when escalation or consultation may be required to resolve an issue.

• Excellent customer service, interpersonal and communication skills, including diplomacy and tact, in person, by phone and by email.

• Ability to build good working relationships with colleagues at all levels within the organisation.

• Ability to explain technical issues in an accessible way to non-technical users.

• Ability to remain calm and professional under pressure.

Circumstances

Desirable Qualities:

• Flexibility to provide cover for occasional weekend or evenings, particularly during the exams and the admissions periods.

• Flexibility to work bank holidays, which fall inside the Oxford term, on a rota basis.