IT Helpdesk Specialist (Fixed Term) at University of Cambridge

Fixed-term: The funds for this post are available for 3 years in the first instance.

The Institute of Astronomy (IoA, see: www.ast.cam.ac.uk) is a highly computer-reliant department in the School of Physical Sciences at the University of Cambridge, and is engaged in teaching and research in the fields of theoretical and observational astronomy.

There is a vacancy in the IoA’s IT team for a technically competent individual who enjoys both problem solving and assisting people with IT matters. The IT team are collectively responsible for providing and/or supporting all the IT services used at the IoA, including the network, audiovisual services, servers, desktops, laptops and phones, so a broad range of skills is needed.

This role specialises in providing customer-facing support to all the IoA’s staff, students and visitors, although there will be some time to work on IT projects. It requires a good knowledge of Linux, networks and audiovisual systems and services, with excellent troubleshooting and fault-finding skills. Expertise in Windows and Mac OS is desired. The role-holder will need very good written and verbal communication skills, and be able to convey information clearly to people with a range of technical understanding. The role will involve manual handling and manual dexterity and working in confined spaces.

The IoA’s IT helpdesk uses a ticketing system to manage workflows, both for requests and for project work. The role holder will need to triage tickets to prioritise urgent requests, contacting other team members for assistance when appropriate. The role requires an organised, methodical approach, a rapid assimilation of information, and is best suited to those who remain calm when under pressure due to quickly changing priorities and unplanned urgent work requirements.

Much of the scientific research at the IoA is carried out on Linux computers, and candidates should detail their experience in working with Linux servers and desktops. An important part of the job is supporting the administration staff, who use Windows systems, so experience in supporting Windows and Office applications is desired. The role holder will need to acquire a thorough knowledge of the administrative processes in place at the University. Supporting the AV systems in the lecture theatre and meeting rooms will need the ability to gain a good understanding of AV systems, and the confidence to be able to resolve issues in the presence of an audience.

If this sounds like the job for you, and you would like to join the IoA’s small team of IT professionals, working at a very pleasant site on Madingley Rise, please read the further particulars and apply.

To apply online for this vacancy and to view further information about the role, please click on the Apply button above.

Please indicate the contact details of three employment-related referees, one of whom should be your most recent line manager, on the online application form and upload a full curriculum vitae (CV), and a covering letter describing how you are suited to this role.

References will be requested for shortlisted applicants only.

Applications will be reviewed after the closing date and interviews are provisionally planned for mid-May; more details will be shared with shortlisted candidates nearer the time.

Please refer to further particulars for full instructions. For any queries regarding the application please contact: hr@ast.cam.ac.uk.