IT Support Assistant

JOB PURPOSE

The IT Support Assistant will provide essential technical support to ensure the seamless operation of IT systems and services across the organisation. Primary responsibilities include troubleshooting hardware and software issues, setting up and configuring equipment, and providing helpdesk support to staff across various departments. In this role, the IT Support Assistant will work closely with the external IT managed service provider and the University of Cambridge to maintain the efficiency and effectiveness of TRAFFIC’s IT operations, addressing technical issues related to shared services as needed. The IT Support Assistant will support both administrative and practical IT tasks. This includes facilitating internal communications, managing shared platforms, supporting Microsoft 365 services for staff in offices worldwide, and any other IT responsibilities as directed by the Head of IT & Security.

Please note: This is a fully office-based role, located at our Cambridge office.

SPECIFIC DUTIES

• Set up new Microsoft 365 user accounts and manage the closure of accounts for departing staff, including backing up accounts for temporary archiving.
• Set up and prepare new laptops, including installing Windows and basic software, and re-provisioning existing equipment.
• Troubleshoot issues with current laptops, desktops, and other computer equipment, providing technical support to staff across departments.
• Provide basic network support, such as troubleshooting Wi-Fi connectivity, VPN access, and network printer issues.
• Monitor virus alerts using designated security tools and respond as necessary.
• Support Intune with device enrolment, dashboard monitoring, and assist with system improvements.
• Act as the main point of contact for external IT desktop support, coordinating closely to resolve IT-related issues.
• Provide basic support for communication systems in shared meeting rooms and occasionally assist with tech support during large virtual or hybrid meetings.
• Liaise with the University of Cambridge on printing issues and manage university accounts for Wi-Fi access.
• Assist with security awareness by helping deliver security training or contributing to security best practices for staff.
• Provide additional technical, system, hardware, and software support in collaboration with external IT Support Consultants as required.
• Collaborate closely with the HR department regarding user requests and systems administration, ensuring smooth coordination for staff changes and access rights.
• Conduct inductions for new staff and assist with onboarding activities for new team members.
• Support the development of internal communications under the direction of the Head of IT & Security.
• Maintain up-to-date records of staff changes and ensure the intranet reflects these updates.
• Assist with purchasing of hardware, peripherals, and software, including raising purchase orders and adhering to procurement guidelines.
• Assist with preparing receipts from credit card statements, invoices and reconcile expenditure against the budget.
• Maintain IT documentation, including internal IT procedures, guides, and system configurations.
• Assist with providing training, often via Teams, on supported platforms and services, and create guidance tools, such as reference sheets, short videos, or web-based FAQs.
• Edit and update SharePoint intranet pages, including setting up new pages and subsites.
• Undertake any additional tasks or provide support as required under the leadership of the Head of IT & Security.

REQUIREMENTS

• Strong organisational, coordination, and administrative abilities.
• Capable of managing multiple tasks simultaneously.
• Excellent communication skills to ensure accurate and clear information sharing.
• Confident with IT skills and ability to learning new skills.
• Enthusiastic and approachable, with a positive attitude.
• Self-motivated with a proactive approach to problem-solving.
• Familiarity with Windows settings is advantageous.
• Proficient in MS Office applications, including Word, PowerPoint, Excel, and Outlook.
• Experience with SharePoint, Intune and MS365 is beneficial, though training is available.

Source: https://hrms.iucn.org/iresy/index.cfm?event=vac.show&vacId=11125&lang=en