IT Support Officer - #2196871

Company: William College

Job Title: IT Support Officer

Location: ON-SITE, Leeds Campus, William College (with occasional travel to other campuses as required)

Hours: Full-time, including evening and weekend shifts, based on the College's operational requirements

Department: IT / Campus Operations

Salary: £30,000–£34,000 per annum

Reports to: Campus Operations Manager

Dotted-line reporting to: Student Experience Manager

Job Overview

William College is seeking a proactive, technically skilled and customer-focused IT Support Officer to support and improve the College's IT operations. The successful candidate will be responsible for providing day-to-day technical support to students and staff, identifying and resolving IT issues, improving existing systems and processes, and ensuring that IT services operate efficiently across the College.

A key focus of this role will be to review current IT operations, identify areas for improvement, and implement practical solutions that enhance efficiency, reliability and the overall digital experience for students and staff. The postholder will work closely with the Campus Operations Manager, internal departments, and external IT service providers to support smooth IT operations. The role requires strong technical troubleshooting skills, a proactive approach to problem-solving, excellent customer service and the ability to work independently.

Key Responsibilities

IT Operations & System Improvement

• Review existing IT systems and daily operations to identify problems and areas for improvement.
• Suggest and implement practical solutions to improve IT services and reduce recurring issues.
• Support the smooth operation of College IT systems, including Microsoft 365, Moodle, networks and Wi-Fi.
• Assist with IT system upgrades, software installations and the introduction of new technology.
• Carry out regular checks and maintenance of computers, printers, classroom equipment and other IT facilities.
• Maintain clear IT procedures and records to support consistent daily operations.
• Report significant IT issues and improvement recommendations to the Campus Operations Manager.

IT Support for Students & Staff

• Provide day-to-day IT support to students and staff, both in person and remotely.
• Troubleshoot and resolve computer, software, printer, internet and login issues.
• Assist students with accessing College email, Microsoft Teams, Moodle, Wi-Fi and other learning platforms.
• Support lecturers with classroom technology, online teaching and technical issues during lectures.
• Set up computers, user accounts and IT equipment for new students and staff where required.
• Record and follow up IT support requests to ensure issues are resolved promptly.
• Refer complex technical issues to the Campus Operations Manager or external IT providers when necessary.
• Provide basic guidance to students and staff on using College IT systems.

IT Systems, Infrastructure & Maintenance

• Support the day-to-day operation and maintenance of IT equipment, systems and infrastructure across the College.
• Monitor and troubleshoot network connectivity, Wi-Fi, classroom audio-visual equipment and computer facilities.
• Support the effective operation of Microsoft 365, Moodle, classroom technologies and other institutional platforms.

IT Security, Data Protection & Compliance

• Follow College IT security policies, data protection procedures and relevant UK GDPR requirements.
• Support external service providers with the implementation of appropriate cybersecurity controls and security updates.
• Identify and report potential IT security risks, system vulnerabilities and suspected data breaches through the appropriate channels.
• Assist with maintaining appropriate user access controls and secure handling of college information.
• Support IT-related audits, inspections and compliance activities.
• Ensure IT equipment is installed, maintained and used safely in accordance with relevant health and safety requirements.

Collaboration & External IT Support

• Work closely with the Campus Operations Manager to prioritise IT issues and improvement projects.
• Liaise with external service providers to resolve technical issues and coordinate system improvements.
• Provide updates on outstanding IT issues, progress and expected resolutions.
• Support the implementation of agreed IT recommendations and operational changes.
• Maintain professional and effective working relationships with staff, students and external stakeholders.

Qualifications, Experience & Skills

Essential

• Previous experience in an IT support or similar technical role.
• Experience providing day-to-day IT support to staff and users.
• Good knowledge of Microsoft 365, Outlook, Teams and Windows.
• Experience troubleshooting basic computer, software, printer and internet connectivity issues.
• Experience setting up computers, installing software and resolving IT problems.
• Basic understanding of IT networks and user account management.
• Good communication and customer service skills.
• Ability to work independently and manage daily IT support requests.
• Willingness to work evening and weekend shifts based on the College's operational needs.

Desirable

• Experience working in Higher Education, Further Education or a similar educational environment.
• Familiarity with Moodle or other virtual learning environments.
• Experience using IT helpdesk or ticketing systems.
• Familiarity with student information systems and administrative platforms.
• Experience improving IT processes, implementing system changes or supporting IT improvement projects.
• Knowledge of basic scripting, automation or IT reporting tools.
• Relevant IT qualifications, such as Microsoft certifications, or a degree in IT or a related discipline.

Benefits

• Annual leave (7.2 weeks)
• Workplace pension scheme.
• Company Sick Pay.
• Statutory maternity and paternity pay.
• Employee Assistance Programme (HA Wisdom Wellbeing)
• Virtual GP access (Livi)
• 'Speak Up Service' - confidential support service to report any workplace concerns
• Specialist physical and mental wellbeing support services with 24/7 confidential counselling support (Wisdom)
• Specialist menopause support, including online CBT (Wisdom)
• Financial, legal and medical advice services provided (Wisdom)
• Life & Leadership coaching (Wisdom)
• Financial coaching (MUNNY)
• Discounts and perks, offering savings on shopping, activities and more (Bright Exchange)
• Career development and training opportunities.
• Training and self-development opportunities.