At Dementia Concern, we aim to provide specialist support and advice to anyone in Ealing who is affected by dementia. Our continuously improving services and expert frontline staff deliver the best care possible during the dementia journey. We are proud to be contracted by the NHS to link directly between the eight GP networks in Ealing and the mental health team (CIDs). Community healthcare is unlike any other part of the NHS. It is personalised care that helps people to retain their independence. 

There are hundreds of types of dementia, with Alzheimer’s being the most common. Dementia has been the leading cause of death in the UK for the last decade.

As an Integrated Care partner with the NHS, your 2-day a week tech support role here is key to maximising productivity and the lasting impact of our frontline workers out in the local community. By supporting your dedicated healthcare colleagues, you’ll help ensure we reach every person living in their homes, with dementia, in Ealing. Over 50% of the population served are Ealing residents from global majority ethnicities; our team reflects this rich diversity. 

Job Title: IT Tech Support

Description: On-site 1st and 2nd line IT support 

Salary: £30k per annum full-time equivalent

Office: 223 Windmill Road, London, W5 4DJ.

Contract: Permanent

Start date: May 2024 

Hours: 14 hours a week, flexible over 2-4 days  

Line manager: CEO

Holidays: 25 days pro rata

Responsible for: Implementing IT best practices (processes, procedures, tasks, and checklists) for the smooth running of community healthcare services.

Key relationships: CEO, Fundraising/Marketing, HR Manager/Senior Team, Board Clerk 

External Support: 3rd line support from a specialist IT company (remote; on-site as nec.)

Main Purpose and Scope of the Role

This is BAU support for staff and on-site/network IT infrastructure. If successful, you will liaise closely with our external IT consultancy, for bespoke 3rd line support, regarding our core IT infrastructure (software, hardware, server and network). You will be the first point of support for your colleagues’ IT needs. You will report on and advise senior management of the IT risks and cyber security needs. You prioritise your own work, documenting and communicating progress.

Key Responsibilities:

• Troubleshoot IT based systems, hardware, and software issues for colleagues
• Onboard/offboard employees for IT system; set up all user credentials
• Manage devices for circa fifty staff using GoTo Resolve (our MDM/RMM tool)
• Help staff with Google, Windows, email, VPN and applications like Staffology HR
• Support Senior Team with roll-out of our first self-service HR portal for all staff
• Manage device inventory and purchase new supplies and equipment as needed
• Liaise and negotiate with external IT service providers (eg. EE, Croft, Google)
• Ensure all IT hardware and software is well maintained (documenting actions)
• Develop and update IT policies, subject to board approval
• Advise Senior Team on cost-effective digital forward planning and investment
• Support Senior Team to create a cyber security strategy (based on security audit)

Our external IT company is responsible for:

• Building and maintains the organisation’s network and server
• Managing software licences and supports key tech purchases
• Setting up core installations on machines for new staff
• Troubleshooting major issues when your role needs help

Person Specification

Essential Skills and Qualifications: 

• Experience of either Customer Service, Charitable Sector or Small Business
• Trouble-shooting experience while providing remote and onsite IT tech support
• Documentation of IT processes, good time management skills and attention to detail
• On-site management of Active Directory, Network Access Storage (inc. RAID)
• Proficient in Windows 10/11 & Home/Pro, MS Office and MDM/RMM tools
• Ethernet cabling experience (crimping etc.) We have loads of structured cabling!
• Working knowledge of information data security and mitigation of cyber risks
• Aptitude for IT skills development and staying on top of current industry standards
• Good problem-solving and communication skills, being able to think on your feet
• Good working knowledge of: Website CMS & Google Workspace

Desirable Skills and Qualifications:

• Basic networking skills
  • CompTIA A+ or experience of office IT support function
  • CompTIA Security+, or CompTIA Network+, or CCNA 200-301 certification 
• Working understanding of ITIL Version 3 or 4 framework 

How to Apply and Interview

Closing date: Monday 22nd April at 12 midday
Interviews: Week commencing 29th April 2024

Please forward your CV with contact details to [email protected]. 

CV's are considered on a rolling basis and we may be in touch before the closing date.