1st Line Technical Support

As a 1st Line Technical Support Officer, you'll provide professional, responsive technical support to colleagues across Community Integrated Care. You'll diagnose and resolve IT issues across hardware, software and systems, ensuring disruption is kept to an absolute minimum and our teams can stay focused on delivering great care.

This is a varied, hands-on role where no two days are the same - from answering helpdesk calls and setting up new equipment, to supporting Office 365, Active Directory and line-of-business applications. In this varied role, you will:

• Acting as the first point of contact for all IT queries via phone, email and the IT Helpdesk
• Troubleshooting and resolving hardware, software, networking and user access issues
• Logging, updating and fully documenting all tickets on the IT Helpdesk system
• Setting up and configuring new equipment, user accounts and profiles
• Supporting users with Office 365, Windows, Outlook, Teams and telephony systems
• Maintaining accurate asset records to support IT compliance and governance
• Providing excellent customer service and clear technical guidance to colleagues
• Escalating complex issues to 2nd Line Support or the IT Helpdesk Manager when required
• Liaising with external support providers where issues cannot be resolved in-house
• Supporting IT data reporting, highlighting trends, risks and potential issues

Do you have experience in Microsoft Outlook?, We're looking for a proactive, customer-focused IT professional who enjoys working as part of a collaborative team. You'll ideally have:

• Relevant 1st Line IT support experience, ideally in a multi-site environment
• A technical certification or IT-related qualification
• Strong working knowledge of Windows, Office 365 and basic networking
• Experience using an IT Helpdesk system
• Confidence supporting and troubleshooting PCs, printers and peripherals

It would be great if you also have experience with:

• RDS or thin client environments
• User management using Entra or Active Directory
• Remote support tools and networked printing

Pulled from the full job description

• Employee discount
• Employee assistance programme
• Company pension
• Cycle to work scheme, What is "The Deal" for you?
• Flexibility: You can work your 37.5 hours over 4 days and enjoy a long weekend, or split the hours over 5 days to accommodate your other commitments (this will be offered upon completion of the probation period).
• Pension: contributory pension scheme
• Benefits: retail discounts, holiday discounts, cycle to work scheme and travel discounts through our benefits app
• Best Lives Possible: You'll be working for an award winning charity who is passionate about ensuring our colleagues and the people we support lead the best lives bolder
• Development: We'll work with you to develop your career or to learn and experience new things. We're passionate about developing our people!
• Support: From our Employee Assistance Programme (available 24/7), financial support options, and wellbeing fund you'll have the support available to lead an easier (financial) life

What makes Community Integrated Care a great place to work: Help keep a national charity connected - every single day At Community Integrated Care, technology plays a vital role in enabling our colleagues to deliver life-changing support to people across the UK. We're now looking for a 1st Line Technical Support Officer to join our IT Helpdesk team and be the first point of contact for our users nationwide. If you're passionate about IT, enjoy solving problems, and take pride in delivering excellent customer service, this is a fantastic opportunity to make a real difference in a values-led organisation., To find out more about our charity check out: https://www.youtube.com/watch?v=Z-zYkoj7x8s We're really proud to be a Hive HR Employee Voice Certified organisation, a recognition that confirms our commitment to creating a culture where our colleagues are not only encouraged to share their thoughts, but where this feedback is actively sought and acted upon to drive positive change at every level. In our 2025 Colleague Engagement Survey, 59% (nearly 3,800) of our people shared their feedback and insights, giving us an incredible Employee Net Promoter Score of +34. The Employee Net Promoter Score is a measure of how willing our colleagues are to recommend us as a good place to work to their loved ones - and a score of +34 is considered a Very Good score when compared to global benchmarks set by hundreds of other organisations.