IT Support and Systems Assistant (FTC)
Fixed-term contract - 12 month fixed term
Home-based / hybrid, with travel to Head Office in Carmarthen as required. Candidates should be within approximately two hours’ travel of Carmarthen35 hours per week (09.00 - 17.00 Monday to Friday)
£24,000 per annum
29 days annual leave days annual leave (plus Bank Holidays)
Pension - matched company contribution up to 6%
Company sick pay
Purpose of the Role
To support the day-to-day delivery of IT services by providing first-line technical support, helpdesk triage, equipment setup, and routine systems administration tasks. The IT Support & Systems Assistant will work primarily within the support function of the IT department, while also being linked in with the IT Systems Administrator and the Senior IT Manager to assist with user administration, documentation, monitoring, and small systems improvement tasks. This role is intended to provide friendly and reliable support to staff, while developing the technical capability needed to contribute to the organisation’s wider IT systems and infrastructure.
Key Areas of Responsibility
1. IT Support & Helpdesk Management
- Triage helpdesk tickets and respond to first-line support requests in a timely and helpful manner.
- Resolve straightforward issues such as password resets, printer problems, device setup, Microsoft 365 queries, and basic connectivity issues.
- Escalate more complex incidents or recurring problems to the IT Systems Administrator or Senior IT Manager with clear notes and supporting information.
- Maintain accurate ticket records, actions taken, and user communications.
2. User Account & Access Administration
- Assist with user onboarding, leavers, and changes under agreed processes.
- Support basic administration of Microsoft 365, Active Directory / Entra ID, groups, shared mailboxes, and access permissions under supervision.
- Help maintain user account documentation, access records, and standard checklists.
- Identify and report any account, access, or security concerns promptly.
3. Hardware & Software Provisioning
- Prepare, configure, label, and dispatch laptops, peripherals, mobile devices, and other IT equipment.
- Install standard software packages, updates, and configuration profiles as instructed.
- Support the maintenance of hardware inventories, asset records, and equipment lifecycle information.
- Assist with remote setup and troubleshooting for staff working away from Head Office.
4. Operational & Systems Support
- Assist the IT Systems Administrator with routine checks, monitoring alerts, backup checks, patching preparation, and basic systems maintenance tasks.
- Support IT projects, system migrations, equipment rollouts, and process improvements as directed.
- Help maintain clear technical documentation, user guides, and internal procedures.
- Provide on-site support at Head Office when required, including desk moves, meeting room equipment, equipment setup, and general operational IT tasks.
5. Communication & Escalation
- Maintain clear, friendly, and professional communication with staff, including non-technical users.
- Keep users updated on progress, next steps, and expected timescales for support requests.
- Escalate incidents, risks, and recurring issues promptly to the appropriate member of the IT team.
- Follow provided procedures and contribute suggestions for improving support processes.
6. General Duties
- Work closely with the Senior IT Manager and IT Systems Administrator, taking direction and completing assigned tasks.
- Respect confidentiality, data protection requirements, and organisational IT policies at all times.
- Provide first aid if qualified or be willing to undertake training if required.
- Undertake any other duties as reasonably required within the scope of the role.
Please view our website for full person specification.
Closing date: 26th July 2026 at 11.59pm
First stage interview (virtual) - w/c 27th July 2026
Second stage interview (virtual) - w/c 3rd August 2026
Pay: £24,000.00 per year
Benefits:
Work Location: Hybrid remote in Cardiff (Cardiff, Cardiff)
