The Scottish Association of Citizens Advice Bureau

Glasgow Central Citizens Advice Bureau

Community Jobs Scotland TRAINEE IT TECHNICIAN Job Description

Job Title Trainee IT Technician

Responsible to: Bureau Manager

Responsible for: This post provides a general ICT function to the whole of GCCA. Support is required for volunteers, staff and desktop workstations. The post requires a friendly, flexible, innovative and user focused approach to providing ICT services within a charity. A good working relationship with the Citizens Advice Scotland (CAS) ICT team is important to the success of this service.

Main Purpose of the Job

 Provide 1st line ICT support to GCCAB offices and outreach projects  Support and maintain desktop workstations in a network and server environment  Communicate effectively with users, 2nd tier support and management  Suggest improvements to increase efficiency of operations through appropriate I.T. solutions  Suggest and develop new and upgraded cost solutions within limited budgets

TECHNICAL SUPPORT/software/hardware and networks

 Provide 1st tier hardware and software support to all offices, projects and users in GCCAB  Troubleshoot and repair simple software and hardware systems to ensure a prompt and efficient user support service  Keep GCCAB management aware of issues and resolutions likely to affect service delivery  Provide support for software and GCCAB-specific packages  Provide local user training on access to installed packages  Assist GCCAB and 2nd tier support with the maintenance and configuration of anti-virus and anti- spam solutions  Provide support for computer hardware, including initial set-up and resolution of technical problems. Provide checks to ensure server backup routines are being carried out and are successfully completed.  Provide 1st tier support and assistance for GCCAB offices and outreach with networks, e.g. connectivity problems.  Identify and escalate Wide Area Network, VPN (MPLS) and general ADSL, SDSL issues and problems

E-MAIL/INTERNET/INTRANET

 Maintain internet infrastructure, web site and social media networks  Set up and support e-mail accounts for GCCAB (MS Outlook, MS Exchange)  Escalate internet/intranet issues as required

HELPDESK/TICKETING

 Resolve problems faced by GCCAB staff and volunteers and provide appropriate information to users  Assist in producing end-of-month statistics  Any other duties which may reasonably be required of the role by the GCCAB management

This is an excellent opportunity for a young person to work within an advice agency environment; build networks and gain transferrable skills that are recognised within many business sectors. Full training and support will be provided following an assessment of the skills the applicant brings and an ongoing personal development plan formulated on completion of the basic training TRAINEE IT TECHNICIAN

PERSON SPECIFICATION

COMPETENCIES DESIRABLE  An HNC or equivalent qualification in Web QUALIFICATIONS Development or worthwhile personal experience EXPERIENCE  Previous experience of working with Windows-based computer hardware/software environment in a multi- user, multi-site environment  Experience of installation, repair, and modification of Microsoft Office software suite and Windows XP Professional and Windows 7 operating systems SKILLS AND  Communicate effectively with technical and non- ATTRIBUTES technical volunteer users and staff. This post requires excellent communication skills - verbal and written – and the ability to instil system confidence through positive customer service skills. KNOWLEDGE  Working knowledge of Microsoft computer software operating systems (Windows XP Professional in particular) and other Microsoft packages e.g. Microsoft Office  Good practical understanding of computer hardware, specifically PCs, laptops, printers, servers  Knowledge of computer networks and LAN configurations OTHER  Accuracy and attention to detail  Ability and desire to learn new software and procedures  Ability to analyse and resolve problems  Ability to work effectively and efficiently as part of a team and individually  Ability to plan, prioritise and organise own workload without daily supervision  Experience in web design  Experience of working in the voluntary sector e.g. working for a charity or volunteering