Job Overview
At Laine Theatre Arts, the IT Technician provides day-to-day technical support to ensure the reliable operation of the College's IT systems, infrastructure and communications. The role acts as the first point of contact for staff and students experiencing IT issues, providing efficient and professional support across hardware, software and network services.
The IT Technician is responsible for maintaining computers, printers, telephones, audio-visual equipment and other technology used throughout the College. The role also supports Microsoft 365, user accounts, software installations, system security and routine maintenance, ensuring that technology remains operational and supports teaching, learning and business functions.
Working closely with all College departments and external IT suppliers where required, the IT Technician contributes to the continuous improvement of IT services and provides responsive support within a busy performing arts environment.
Key Responsibilities
IT Support
- Provide first and second-line IT support to staff and students.
- Respond to IT support requests in a timely and professional manner.
- Diagnose and resolve hardware, software and network issues.
- Escalate complex technical issues where appropriate.
- Maintain accurate records of support requests and resolutions.
- Deliver excellent customer service across all College departments.
Hardware Management
- Install, configure and maintain desktop computers, laptops and mobile devices.
- Set up new equipment for staff and students.
- Replace and upgrade computer hardware where required.
- Manage IT equipment inventories and asset registers.
- Coordinate repairs and warranty claims with suppliers.
- Ensure all IT equipment is maintained to a high operational standard.
Software and Systems
- Install, configure and maintain College software applications.
- Support Microsoft 365, including Outlook, Teams, OneDrive and SharePoint.
- Assist with software licensing and version control.
- Perform software updates and system maintenance.
- Support specialist software used by academic and administrative departments.
- Assist with testing and deployment of new applications and systems.
Telephone and Communications Systems
- Manage the College telephone system and headsets.
- Configure extensions, voicemail and user accounts.
- Support mobile devices where required.
- Troubleshoot telephony issues and liaise with service providers.
- Maintain communication equipment across the College.
Printers and Peripheral Devices
- Install, configure and maintain network printers and photocopiers.
- Troubleshoot printer faults and connectivity issues.
- Coordinate servicing and consumables with suppliers.
- Support scanners and other peripheral devices.
- Monitor printer performance and usage.
Network and Infrastructure Support
- Support the day-to-day operation of the College network.
- Assist with Wi-Fi connectivity and network troubleshooting.
- Monitor network equipment and report faults.
- Support server maintenance under the direction of external providers where applicable.
- Maintain secure access to College systems.
User Account Administration
- Create, modify and deactivate user accounts.
- Manage passwords and access permissions.
- Support onboarding and offboarding of staff.
- Maintain user security groups and permissions.
- Ensure user records remain accurate and up to date.
Audio Visual Support
- Set up projectors, presentation equipment and classroom technology.
- Support AV equipment used in studios, classrooms and meeting rooms.
- Assist with technical requirements for meetings, performances and College events where appropriate.
- Maintain AV equipment and coordinate repairs when required.
Cyber Security and Data Protection
- Promote good cyber security practices across the College.
- Support implementation of security updates and patches.
- Assist with antivirus and endpoint protection.
- Report potential security incidents promptly.
- Ensure IT practices comply with GDPR and College policies.
Supplier and Asset Management
- Liaise with external IT suppliers and service providers.
- Coordinate equipment repairs and warranty claims.
- Maintain accurate inventories of IT equipment.
- Assist with procurement of IT hardware and software.
- Monitor stock levels of IT consumables and accessories.
Documentation and Administration
- Maintain IT documentation and operating procedures.
- Update asset registers and system records.
- Produce reports relating to IT support activity where required.
- Maintain accurate licensing and warranty information.
General Duties
- Support the delivery of College projects involving IT systems.
- Assist with technology requirements for enrolment, examinations and College events.
- Maintain confidentiality and comply with GDPR requirements.
- Keep up to date with developments in IT and cyber security.
- Undertake any other duties reasonably required within the scope of the role.
Person Specification
This section outlines the knowledge, experience and capabilities required to effectively support the College's IT infrastructure and users.
Essential
- Previous experience in an IT support or IT technician role.
- Strong knowledge of Microsoft Windows operating systems.
- Experience supporting Microsoft 365 applications.
- Experience troubleshooting desktop, laptop and printer issues.
- Good understanding of computer hardware and software.
- Knowledge of network fundamentals, including TCP/IP and Wi-Fi.
- Experience configuring user accounts and permissions.
- Strong problem-solving and diagnostic skills.
- Excellent communication and customer service skills.
- Ability to prioritise workload and manage multiple support requests.
- Good organisational skills and attention to detail.
- Ability to work independently and as part of a team.
Desirable
- Experience working within an education environment.
- Knowledge of FileMaker.
- Experience supporting Apple macOS and iOS devices.
- Experience with VOIP telephone systems.
- Familiarity with audio-visual equipment.
- Experience using helpdesk or ticketing systems.
- Knowledge of cyber security best practice.
Skills and Attributes
- Friendly and approachable manner.
- Excellent customer service skills.
- Strong troubleshooting and analytical ability.
- Calm and professional under pressure.
- Excellent organisational skills.
- Strong attention to detail.
- Positive and proactive approach.
- Ability to explain technical issues in simple terms.
- Flexible and adaptable.
- Commitment to continuous learning and professional development.
- Ability to build positive working relationships with staff, students and external suppliers.
We are committed to creating an inclusive workplace where everyone is treated with dignity and respect. We welcome applications from people of all backgrounds, experiences, and identities, and are dedicated to promoting equality, diversity, and inclusion throughout our recruitment process and employment practices.
Pay: £35,000.00 per year
Work Location: In person
