Job Description for Apprentice IT Technician
Job Title: Apprentice IT Technician
Full time (fixed term for the duration of the apprenticeship)
Reporting to: IT Service Manager
Responsible for: Supporting the delivery of the IT Service to primary academies within the shared service with
additional support to other academies within the shared service as required.
Role Purpose: To support the delivery of IT services across primary academies by assisting with the installation,
maintenance and support of IT systems. The role will help ensure minimal disruption to teaching,
learning and administrative activities while developing technical skills through structured
training and on-the-job experience.
The post holder will primarily support approximately six primary academies, with flexibility to
support additional academies within the group as required.
Key Responsibilities
Provide first-line IT support, responding to helpdesk requests in a timely and professional manner
Log, track and update support tickets, ensuring accurate records and timely resolution
Assist in diagnosing and resolving basic hardware and software issues
Escalate more complex issues to senior technicians where appropriate
Support the maintenance and performance of IT systems under supervision
Contribute to a high-quality IT service that supports teaching and learning
Specific Duties
Service Desk & Support
Respond to assigned helpdesk requests, ensuring service levels are met
Record detailed and accurate information for all support requests
Use existing knowledge base resources to assist with troubleshooting
Contribute to the development of the knowledge base by documenting solutions
Escalate unresolved issues in line with IT service procedures
IT Equipment & Systems
Assist with the installation, configuration and testing of hardware and software
Support the setup of devices including desktops, laptops, tablets and peripherals
Carry out basic hardware maintenance, repairs and upgrades under supervision
Install software and perform routine updates and maintenance
Assist with regular proactive maintenance checks of IT equipment
Support the maintenance of accurate asset registers, including licences and equipment records
Network & Infrastructure (Under Supervision)
Assist in monitoring network performance, including Wi-Fi and wired connections
Support basic network tasks such as connecting devices and troubleshooting connectivity issues
Assist with installation and maintenance of standard network cabling where required
Escalate network or infrastructure issues to senior IT staff
Security & Compliance
Assist in maintaining anti-virus, anti-malware and system security measures
Support backup processes and report any issues or failures
Be aware of and report potential IT security risks
Support the maintenance of internet filtering systems
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United Learning comprises: UCST (Registered in England No: 2780748. Charity No. 1016538)
and ULT (Registered in England No. 4439859. An Exempt Charity). Companies limited by guarantee. VAT number 834 8515 12.User Support & Training
Provide friendly, professional and approachable support to staff, students and visitors
Assist users with basic IT queries and system use
Support and guide users in the effective use of IT systems where appropriate
Training & Development
Work towards a recognised IT apprenticeship qualification
Participate in structured training, mentoring and on-the-job learning
Take an active role in developing technical knowledge and skills
Person Specification
Essential
Interest in IT and technology support
Basic understanding of computers systems, devices and peripherals
Good communication skills with a professional and customer-focused approach
Ability to present yourself in a professional manner appropriate to a school environment
Willingness to learn and develop
Ability to work effectively as part of a team
Access to reliable transport to support travel between sites
Desirable
Interest in IT and technology support
Relevant IT qualification (or working towards one)
Experience in a customer service or support environment
Interest in a long-term career in IT, particularly within education
Familiarity with technologies such as Microsoft Azure, Intune, macOS, iOS or ChromeOS
General
Develop positive working relationships with colleagues and stakeholders
Work flexibly as part of the IT Service team
Follow all organisational policies and procedures
Ensure all documentation is accurate and maintained to a high standard
Comply with safeguarding, child protection, health & safety, data protection and confidentiality requirements
Participate in training, development and performance review processes
Represent the IT service at events where appropriate
Support and promote the organisation’s ethos and values
Undertake other duties appropriate to the level of the role as required
General
The role involves regular travel between approximately six academy sites
Occasional evening or weekend work may be necessary to support operational needs, with notice given where
possible
This role is subject to an enhanced DBS check
The information contained above is to help staff understand and appreciate the work content of their post and the role they
are to play in the organisation. However, it should be noted that whilst every effort has been made to outline all the duties
and responsibilities of the post, a document such as this does not permit every item to be specified in detail. Broad headings
have therefore been used, in which case all the usual associated duties are included in this job description.
This job description will be reviewed annually as part of the performance management process and may be subject to
amendment or modification at any time after consultation with the post holder.
Elements of this job description and changes to it may be negotiated at the request of either the Groups Head of IT or the
incumbent of the post.
