IT Support Administrator

Main duties and responsibilities

· Support the IT Services Manager in harnessing the development of leading-edge information technology to make Odyssey Social Care communications as efficient and effective as possible, including formal professional communication.

• Own any problems from identification to resolution.

• The postholder will be expected to work on mid to long term projects with a minimum of supervision. She or he will be expected to be self-motivated and conscientious.

• Fully Administer and Support all Odyssey Social Care Applications and Software.

• Have a proactive approach to improving online security.

Information

· To ensure availability of and to prepare hardware (such as laptops, mobile phones, printers and network devices etc) for use by new employees, houses or offices, or to replace existing equipment.

· To provide reports and audits of any and all systems, when requested by a manager or director within the company.

· To produce scheduled reports and audits, as agreed with the IT Services Manager.

· To conduct regular audits of the backup systems to ensure that data is being regularly backed-up and can be retrieved successfully.

· To work both proactively and reactively with other stakeholders within the company on a regular basis to revise and improve all existing systems.

· Administration user accounts when necessary and proactively identifying dormant users.

· Record and manage any changes in the Odyssey systems that have been formally requested from Odyssey Social Care Management

· Inform Odyssey Social Care of any System updates and interruptions that may occur to the Core systems.

External communications:

· Ensure the phone system and all networks run efficiently and cost effectively.

· Dealing with third-party suppliers and contractors to maintain and develop services for Odyssey Social Care and to resolve any issues that arise.

· Work with other organisations (such as those that Odyssey Social Care supports through our Corporate Social Responsibility programme) to support their needs.

Internal communications

· When required, update and maintain the ODYSSEY SOCIAL CARE How to Guides.

· Developing and providing internal training on information and communication for any relevant groups of employees or individuals.

Customer service

· The postholder is responsible for providing clear, timely, sympathetic, patient and solution- focussed customer support within Odyssey Social Care on issues relating to information and communication.

· Using information available to the postholder, identify recurring issues that are highlighted by individual problems. These analyses and the actions that arrive from these analyses should be intelligent and proactive, leading to waste reduction and prevention of future issues and can take the form of changes to policies or procedures, changing forms or lists, fixing background issues or creating clear documentation.

· Creating and maintaining clear, up-to-date and useful documentation for any and all information and communication systems within Odyssey Social Care. Any new systems must be supported by excellent documentation.

· To conduct site visits, when necessary, to resolve issues, proactively develop systems, provide training and support or add value to the company in another manner.

Other

· The postholder is responsible for monitoring network security and the supervision of the entire network system of Odyssey Social Care.

· The postholder is expected to bring innovative ideas to the IT Services Manager and keep tabs of the latest technology.

· The postholder is expected to deliver all objectives within budget.

· The postholder is expected to ensure confidentiality of business and client information, in accordance with company policy.

· The postholder is expected to help select suppliers of software and hardware to ensure that the company uses the best available products at the best available price.

· To work with the health and safety officer to ensure that equipment meets the standards set out in health and safety regulation.

PERSONNEL SPECIFICATION

Qualifications

· Industry recognised certification; Microsoft Certified Professional, CompTIA, etc.

· Computer related Degree or Diploma

Essential

· Previous experience working in an IT Support role, Level 1, 2 or 3, At least 3-4 years in a role.

. Excellent Knowledge of Online Security protocols and measures.

· Knowledge of Office 365 suite – Exchange online, SharePoint, Outlook Web Application, Teams.

· Experience with working with a Support Ticket application, such as Zendesk, Service-desk Plus LANDesk, etc.

· Excellent Hardware and Software troubleshooting skills for all types of issues.

· Good PC build abilities.

· Networking troubleshooting and configuration.

· Printer configuration and support.

· Good Knowledge of VOIP systems, particularly Web based soft phones.

· Good knowledge of Office 2016 suite and Windows 10 and 11 Operating Systems.

· Remote, Telephone and Desktop support to all staff.

· Excellent knowledge of all types of smart phone technologies, Android, IOS, etc.

· Administration and maintenance of user account information, password resets, etc.

· Able to liaise with third party service providers such as ISPs, phone providers, printers etc.

· Maintenance and configuration of Backup technologies.

. Full Irish/EU Driving License required.

Other desirable experience

· Experience of supporting online Time Management Systems (timekeeping etc)

· General understanding of AI as an IT tool

· Good knowledge and understanding of Anti-Virus protection and encryption technologies.

Core personal attributes

· Must be genuinely committed to helping people.

· Treat users sympathetically and understand the problems from their point of view.

· Ability to write clearly and cohesively.

· Ability to think outside the box.

· Ability to see the big picture at the same time as dealing with detail.

· Ability to stick to task and remain focussed on delivering at the same time as responding to diverse demands.

· Ability to work as a team to prioritise and respond to all incoming queries in a timely fashion.

· Excellent communication skills, with an ability to explain complicated technical ideas in a clear and understandable manner.

· Excellent problem-solving skills, with critical and analytical abilities.

· Solution-focussed attitude.

· Have a positive attitude.