IT Support Technician

IT Support Technician Faithorn Farrell Timms Who we are  Faithorn Farrell Timms is an award-winning multi-disciplinary practice, recognised for excellence in the social housing and wider public sectors. We are proud of our reputation for delivering outstanding services, fostering innovation, and building long-term client relationships. Our work contributes meaningfully to communities, ensuring buildings are not only fit for purpose but enhance the lives of those who use them. Part of the Celnor Group Celnor Group is a UK-based environmental services group operating across the Testing, Inspection, Certification and Compliance (TICC) landscape. With a growing portfolio of specialist businesses, Celnor provides essential services that protect people, property and the environment. While each business retains its own identity, culture and technical specialism, all are supported by a central group function that invests in people, systems and long-term sustainable growth. Job details  The IT Support Technician will play a key role in providing first and second-line support to users, while gaining hands-on experience with Microsoft 365 administration, security, and modern workplace tools. What will you do * Support the day-to-day operation of the Microsoft 365 environment, including SharePoint, Teams, Exchange Online and Office applications. * Provide 1st and 2nd line support via the helpdesk, phone, email and in person, resolving issues at first contact wherever possible. * Manage user onboarding and offboarding, including account creation, access permissions and device configuration. * Troubleshoot issues across hardware, software, devices, systems and basic networking environments, escalating where necessary. * Monitor alerts, logs and system performance while supporting incident, problem and change management processes. * Assist with system updates, software deployments, IT projects and continuous improvements, including exposure to Power Apps and Power Automate. * Maintain security, compliance and access controls, produce clear documentation and provide users with practical IT guidance and support. Who you are * Hold A-level qualifications or equivalent, ideally including an IT-related subject. * Have at least one year of experience in an IT support, helpdesk or similar technical role. * Have practical experience or exposure to Microsoft 365 administration, including SharePoint, Teams, Exchange Online and Office applications. * Understand user and account management through Entra ID, alongside basic Microsoft 365 security and compliance principles. * Have general knowledge of desktop support, hardware configuration, troubleshooting and basic networking concepts, including LAN, WAN and Wi-Fi. * Be a confident communicator who can explain technical issues clearly, take ownership of tasks and demonstrate a proactive willingness to learn. * Microsoft certifications, ITIL knowledge and exposure to cloud environments, virtualisation or Power Platform tools would be advantageous but are not essential.

Job Purpose The IT Support Technician will play a key role in providing front line support for our internal customers and is responsible for the analysis and planning for the installation and troubleshooting of computer hardware and software within a LAN environment. This position functions as a point of technical services contact for IT and is accountable for technical service request resolution, providing Level I and Level II support for end users equipment and software, file servers, networking, peripherals, and VOIP phones for both local and remote sites. Responsibilities include remote and desktop support, end user training, mobile device support and troubleshooting, monitoring, resolving and reporting/escalating of off hours issues. Additionally, the IT Support Technician participates as a technical resource needed in both large and small projects. Leads in educating and ensuring compliance for end users as it relates security in accordance with HIPAA and HITECH standards.   Duties and Responsibilities * Respond to daily end user support requests, such as hardware, software, peripheral, mobile device, and VOIP phone issues for both on-site and remote users * Ability to setup, configure, and roll-out of hardware and software as needed * Support onsite DC, surveillance, and site access control systems * Organize and maintain IT Inventory and assist in the deployment/retirement of hardware as needed * Document incidents and processes as directed and ensure that all tickets requiring follow up work and/or calls receive appropriate attention * Maintain, analyze, and troubleshoot, software and computer peripherals * Assist in developing and documenting improvements to current processes * Test, image and clean PC’s, laptop, monitors, printers, and other related hardware * Escalate all service requests and change orders that may require additional resources for timely closure or escalated priority. * Complies with all IS Policies, Procedures and Standards including but not limited to: Systems/Workstation Security, HIPAA Privacy and Security Regulations associated with Electronic Protected Health Information (ePHI) * Stay abreast of new and emerging security threats and mitigation approaches for your respective area and perform periodic security reviews of your assigned areas * Work to ensure regulatory compliance (HIPAA, etc.) in all aspects of data utilization and information access * Ensure all proposed changes follow the Change Management policy and procedure for production changes * Other duties as assigned * Report any security or HIPAA violations or concerns to the HIPAA Officers in a timely fashion * Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards * Understand and comply with Information Security and HIPAA policies and procedures at all times  * Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties  Qualifications * Bachelor’s degree in related field, equivalent work experience in the IT field, and/or industry certification(s) * Minimum of 5-7 years prior experience in a Technical Support capacity * At least 4 years of hands-on technical knowledge of laptop and desktop design and software installation experience in a break-fix environment * Expert knowledge of Microsoft Windows 10, Edge, Intune and Office applications * Experience as an Office 365 Administrator * Experience utilizing and managing Active Directory * Knowledgeable in 2FA Solutions (Duo) * Knowledgeable about endpoint protection and associated best practices * Ability to create and modify PowerShell scripts * Familiarity in managing VOIP solutions * Proficient with mobile devices, wireless networks, and peripherals such as printers, scanner, etc. * Ability to be a flexible, team player and willingness to learn in a fast-paced environment are a must * Ability to complete all assigned tasks as scheduled * Exceptional customer service and communication skills, both verbal and written * Must be a self-starter with the ability to adhere to procedure * Strong analytical, logical thinking and problem-solving skills * Excellent organizational and follow-up skills with strong attention to detail * Experience in Project coordination for upgrades, integrations and roll-outs is preferred Working Conditions * Ability to be part of an on-call rotation and work a flexible schedule as needed * Must be willing to travel on occasion to support the company’s offices and integration projects * Must have a reliable car to travel to and from work and other office locations * Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes.  * Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear. Ability to lift heavy equipment and perform manual labor as needed * Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress. * Work Environment: The noise level in the work environment is usually minimal.   Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.