IT Support Assistant
| Posting date: | 09 December 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 08 January 2026 |
| Location: | Sheffield, S10 2TN |
| Company: | University of Sheffield |
| Job type: | Permanent |
| Job reference: | 1993-43833622 |
Summary
University of Sheffield
Overview
The IT Support Assistant plays a crucial role within both central IT Services and Faculty IT teams at the University of Sheffield. This position requires a good technical aptitude, problem-solving skills, and competent communication abilities to deliver professional IT support to students and staff across the university.
You will provide comprehensive technical support for a range of IT systems and services, diagnosing and resolving moderate to complex technical issues with minimal supervision. Working across campus locations, you'll apply your technical knowledge to address hardware, software, and network problems while contributing to the continuous improvement of IT services.
This role offers excellent opportunities for career advancement in IT support. As a valued team member, you'll develop specialised technical skills while supporting the university's teaching, learning, and research activities through reliable and efficient IT services
Main duties and responsibilities
- Provide responsive IT support to students, staff and academics, resolving common technical issues and escalating more complex problems according to established procedures
- Support the IT service desk and TechBar locations across central and faculty locations, delivering in-person assistance with hardware, software, and systems
- Process and manage IT support tickets using the university's service desk system (TOPdesk), ensuring accurate documentation and timely updates
- Troubleshoot basic issues with Windows and macOS devices, peripherals, software applications, and network connectivity
- Assist users with university-specific systems including email, VPN, Wi-Fi, printing services, and learning management platforms
- Set up and configure equipment including computers, monitors, printers, and other peripherals
- Maintain and contribute to IT knowledge bases and self-help resources for common issues
- Participate in IT induction sessions for new staff and students, providing guidance on university systems
- Support the preparation and deployment of IT equipment for university events and the start of academic terms
- Develop understanding of faculty-specific IT requirements to provide tailored support across different academic areas
- Gather user feedback to help improve IT services and identify recurring issues
- Carry out other duties, commensurate with the grade and remit of the post
Person Specification
Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.
Criteria
Essential or desirable
Stage(s) assessed at
A-Level, BTEC, or equivalent qualification in an IT-related field, or 1-2 years of practical experience in IT support
Essential
Application
Demonstrated knowledge of computer hardware, operating systems (Windows and macOS), and standard software applications
Essential
Application/Interview
Experience troubleshooting and resolving common technical issues with hardware, software, and network connectivity
Essential
Application/Interview
Working knowledge of IT security principles and data protection requirements
Essential
Application/Interview
Experience using helpdesk or ticket management systems to track and resolve technical issues
Essential
Application/Interview
Strong analytical and problem-solving skills with the ability to diagnose issues methodically
Essential
Application/Interview
Excellent communication skills with the ability to explain technical concepts clearly to users with varying levels of technical understanding
Essential
Application/Interview
Ability to manage multiple priorities effectively and work independently with minimal supervision
Essential
Application/Interview
Demonstrated ability to learn and adapt to new technologies and systems quickly
Essential
Application/Interview
Technical certification such as CompTIA A+, Microsoft, or Apple certification (assessed at: application/interview)
Desirable
Application/Interview
Knowledge of basic networking concepts and troubleshooting
Desirable
Application/Interview
Experience in an educational or higher education IT environment
Desirable
Application/Interview
Further Information
Grade
4
Line manager
Campus IT Support Lead
Direct reports
None
Our website
https://www.sheffield.ac.uk/it-services/about (opens in new window)
For informal enquiries about this job contact Dan Nespoli, Campus IT Manager at d.a.nespoli@sheffield.ac.uk
Next steps in the recruitment process
We plan to let candidates know if they have progressed to the selection stage within two weeks of the closing date. If you need any support, equipment or adjustments to enable you to participate in any element of the recruitment process you can contact it-services-recruitment@sheffield.ac.uk
Our vision and strategic plan
We are the University of Sheffield. This is our vision: sheffield.ac.uk/vision (opens in new window).
What we offer
- A minimum of 38 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
- Flexible working opportunities, including hybrid working for some roles.
- Generous pension scheme.
- A wide range of discounts and rewards on shopping, eating out and travel.
- A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women’s and Parent’s networks).
- Recognition Awards to reward staff who go above and beyond in their role.
- A commitment to your development access to learning and mentoring schemes;
- A range of generous family-friendly policies
- paid time off for parenting and caring emergencies
- support for those going through the menopause
- paid time off and support for fertility treatment
- and more
More details can be found on our benefits page: sheffield.ac.uk/jobs/benefits (opens in a new window).
We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.
Job Advert
Job Reference Number:
1993
Working Pattern:
Full-time
Faculty:
Professional Services
School:
IT Services
Closing Date:
12/01/26
IT Support Assistant (Faculty / Campus IT Support)
Are you an IT Support professional who enjoys solving problems, helping people and working hands-on with technology? We’re excited to offer a fantastic opportunity to join our newly formed Campus IT team, created to bring all Faculty IT Support teams together into one cohesive service.
Our vision is simple: a unified team delivering a consistent, high-quality experience across the University
- breaking down silos and transforming the support we provide to academic, research and professional services staff, as well as students. What you’ll doIn this varied, people-focused role, you’ll be a trusted support assistant for staff and students across the University, providing in-person support for hardware, software and core University systems. You’ll take ownership of support requests from start to finish, diagnosing issues and escalating more complex issues where needed.
You’ll support users with end-user devices, Windows and macOS systems and faculty-specific software, ensuring they can access and use the tools they need. Your work will also include setting up and configuring equipment, contributing to IT knowledge bases and supporting induction activities.
Alongside day-to-day support, you’ll help prepare and deploy IT equipment for major University events and the start of academic terms. You’ll build an understanding of faculty requirements, gather user feedback to support service improvements and help ensure IT services remain reliable and effective.
This is a role where you’ll directly shape the experience of staff and students
- your work will support teaching, research and operational activity across the University.Who we’re looking for
You’ll enjoy this role if you’re motivated by helping people, solving technical issues and working as part of a collaborative team. You’ll need:
● A good technical aptitude and experience providing support in a customer-facing environment.
● Clear and confident communication skills, with the ability to explain technical information to users with different levels of experience.
● Knowledge of Windows and macOS devices, peripherals, software troubleshooting and basic networking principles.
● Familiarity with common business or University systems such as email, VPN, Wi-Fi, printing services and cloud applications.
● Experience in adhering to policies and following standard operating procedures.
● Strong organisation, accuracy and attention to detail when managing tickets, updating records and documenting issues.
● A customer-focused approach, with the confidence to take ownership of issues and resolve them effectively with minimal supervision.
● The ability to support colleagues and contribute positively to a collaborative working environment.
Why join us?
This is an exciting time to be part of our new Campus IT team, where you’ll help shape a high-quality and consistent support experience for the whole University. You’ll work with knowledgeable colleagues, gain exposure to diverse technologies and develop your skills in an environment that values collaboration, learning and continuous improvement.
We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more.
Find out more at www.sheffield.ac.uk/benefits and join us to become part of something special.
We build teams made up of people from a wide range of backgrounds, cultures and experiences, whose talents complement one another to greatest effect. We believe diversity in all its forms strengthens our impact across research, teaching and the student experience.
Overview
The IT Support Assistant plays a crucial role within both central IT Services and Faculty IT teams at the University of Sheffield. This position requires a good technical aptitude, problem-solving skills, and competent communication abilities to deliver professional IT support to students and staff across the university.
You will provide comprehensive technical support for a range of IT systems and services, diagnosing and resolving moderate to complex technical issues with minimal supervision. Working across campus locations, you'll apply your technical knowledge to address hardware, software, and network problems while contributing to the continuous improvement of IT services.
This role offers excellent opportunities for career advancement in IT support. As a valued team member, you'll develop specialised technical skills while supporting the university's teaching, learning, and research activities through reliable and efficient IT services
Main duties and responsibilities
- Provide responsive IT support to students, staff and academics, resolving common technical issues and escalating more complex problems according to established procedures
- Support the IT service desk and TechBar locations across central and faculty locations, delivering in-person assistance with hardware, software, and systems
- Process and manage IT support tickets using the university's service desk system (TOPdesk), ensuring accurate documentation and timely updates
- Troubleshoot basic issues with Windows and macOS devices, peripherals, software applications, and network connectivity
- Assist users with university-specific systems including email, VPN, Wi-Fi, printing services, and learning management platforms
- Set up and configure equipment including computers, monitors, printers, and other peripherals
- Maintain and contribute to IT knowledge bases and self-help resources for common issues
- Participate in IT induction sessions for new staff and students, providing guidance on university systems
- Support the preparation and deployment of IT equipment for university events and the start of academic terms
- Develop understanding of faculty-specific IT requirements to provide tailored support across different academic areas
- Gather user feedback to help improve IT services and identify recurring issues
- Carry out other duties, commensurate with the grade and remit of the post
Person Specification
Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.
Criteria
Essential or desirable
Stage(s) assessed at
A-Level, BTEC, or equivalent qualification in an IT-related field, or 1-2 years of practical experience in IT support
Essential
Application
Demonstrated knowledge of computer hardware, operating systems (Windows and macOS), and standard software applications
Essential
Application/Interview
Experience troubleshooting and resolving common technical issues with hardware, software, and network connectivity
Essential
Application/Interview
Working knowledge of IT security principles and data protection requirements
Essential
Application/Interview
Experience using helpdesk or ticket management systems to track and resolve technical issues
Essential
Application/Interview
Strong analytical and problem-solving skills with the ability to diagnose issues methodically
Essential
Application/Interview
Excellent communication skills with the ability to explain technical concepts clearly to users with varying levels of technical understanding
Essential
Application/Interview
Ability to manage multiple priorities effectively and work independently with minimal supervision
Essential
Application/Interview
Demonstrated ability to learn and adapt to new technologies and systems quickly
Essential
Application/Interview
Technical certification such as CompTIA A+, Microsoft, or Apple certification (assessed at: application/interview)
Desirable
Application/Interview
Knowledge of basic networking concepts and troubleshooting
Desirable
Application/Interview
Experience in an educational or higher education IT environment
Desirable
Application/Interview
Further Information
Grade
4
Line manager
Campus IT Support Lead
Direct reports
None
Our website
https://www.sheffield.ac.uk/it-services/about (opens in new window)
For informal enquiries about this job contact Dan Nespoli, Campus IT Manager at d.a.nespoli@sheffield.ac.uk
Next steps in the recruitment process
We plan to let candidates know if they have progressed to the selection stage within two weeks of the closing date. If you need any support, equipment or adjustments to enable you to participate in any element of the recruitment process you can contact it-services-recruitment@sheffield.ac.uk
Our vision and strategic plan
We are the University of Sheffield. This is our vision: sheffield.ac.uk/vision (opens in new window).
What we offer
- A minimum of 38 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
- Flexible working opportunities, including hybrid working for some roles.
- Generous pension scheme.
- A wide range of discounts and rewards on shopping, eating out and travel.
- A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women’s and Parent’s networks).
- Recognition Awards to reward staff who go above and beyond in their role.
- A commitment to your development access to learning and mentoring schemes;
- A range of generous family-friendly policies
- paid time off for parenting and caring emergencies
- support for those going through the menopause
- paid time off and support for fertility treatment
- and more
More details can be found on our benefits page: sheffield.ac.uk/jobs/benefits (opens in a new window).
We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.
Job Advert
Job Reference Number:
1993
Working Pattern:
Full-time
Faculty:
Professional Services
School:
IT Services
Closing Date:
12/01/26
IT Support Assistant (Faculty / Campus IT Support)
Are you an IT Support professional who enjoys solving problems, helping people and working hands-on with technology? We’re excited to offer a fantastic opportunity to join our newly formed Campus IT team, created to bring all Faculty IT Support teams together into one cohesive service.
Our vision is simple: a unified team delivering a consistent, high-quality experience across the University
- breaking down silos and transforming the support we provide to academic, research and professional services staff, as well as students. What you’ll doIn this varied, people-focused role, you’ll be a trusted support assistant for staff and students across the University, providing in-person support for hardware, software and core University systems. You’ll take ownership of support requests from start to finish, diagnosing issues and escalating more complex issues where needed.
You’ll support users with end-user devices, Windows and macOS systems and faculty-specific software, ensuring they can access and use the tools they need. Your work will also include setting up and configuring equipment, contributing to IT knowledge bases and supporting induction activities.
Alongside day-to-day support, you’ll help prepare and deploy IT equipment for major University events and the start of academic terms. You’ll build an understanding of faculty requirements, gather user feedback to support service improvements and help ensure IT services remain reliable and effective.
This is a role where you’ll directly shape the experience of staff and students
- your work will support teaching, research and operational activity across the University.Who we’re looking for
You’ll enjoy this role if you’re motivated by helping people, solving technical issues and working as part of a collaborative team. You’ll need:
● A good technical aptitude and experience providing support in a customer-facing environment.
● Clear and confident communication skills, with the ability to explain technical information to users with different levels of experience.
● Knowledge of Windows and macOS devices, peripherals, software troubleshooting and basic networking principles.
● Familiarity with common business or University systems such as email, VPN, Wi-Fi, printing services and cloud applications.
● Experience in adhering to policies and following standard operating procedures.
● Strong organisation, accuracy and attention to detail when managing tickets, updating records and documenting issues.
● A customer-focused approach, with the confidence to take ownership of issues and resolve them effectively with minimal supervision.
● The ability to support colleagues and contribute positively to a collaborative working environment.
Why join us?
This is an exciting time to be part of our new Campus IT team, where you’ll help shape a high-quality and consistent support experience for the whole University. You’ll work with knowledgeable colleagues, gain exposure to diverse technologies and develop your skills in an environment that values collaboration, learning and continuous improvement.
We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more.
Find out more at www.sheffield.ac.uk/benefits and join us to become part of something special.
We build teams made up of people from a wide range of backgrounds, cultures and experiences, whose talents complement one another to greatest effect. We believe diversity in all its forms strengthens our impact across research, teaching and the student experience.