Junior IT Support Technician

Role Summary

Have you recently completed your Level 3 IT apprenticeship and are you ready for your next step? Join a growing NHS ADHD service provider as our IT Support Technician. You’ll be the first point of contact for colleagues who need IT help, supporting a remote-first workforce across Windows and macOS devices and our Microsoft 365 cloud environment. Working closely with our Senior IT Manager, you’ll take ownership of day-to-day support, device and account management, and help keep our systems secure and compliant.

About Innovate ADHD

Innovate ADHD is a remote-first, CQC-registered ADHD service provider working in partnership with the NHS. Through the NHS Right to Choose pathway, we give patients faster access to high-quality ADHD assessment and ongoing treatment, including medication management delivered by our specialist prescribing team. Our multidisciplinary team of around 90 people includes psychiatrists, psychologists, nurse and non-medical prescribers, and dedicated operational and support staff. We’re united by one goal: making ADHD care accessible, timely and person-centred. Because we’re remote-first, our people can work from home while making a real difference to patients across the country.

Job Description

You’ll help keep our people connected, productive and secure. Day to day, you’ll resolve user queries, set up and manage devices and accounts, and help maintain our Microsoft 365, Intune and Entra ID environment. You’ll also support security monitoring, automation and IT projects, and help build a strong security culture across the organisation. Because we handle sensitive patient and staff information, you’ll work to strict data protection and information governance standards, including those expected of NHS providers.

Duties and Responsibilities

IT Support and Service Desk

• Act as the first point of contact for IT support, responding to user queries by phone, email, Teams and the ticketing system, and logging, prioritising and resolving them within agreed service levels
• Troubleshoot hardware and software issues on Windows and macOS devices using remote support tools, escalating more complex issues to the Senior IT Manager or third-party suppliers where needed
• Keep accurate records, including IT asset information, ticket notes and knowledge base articles

Device, Identity and Microsoft 365 Administration

• Enrol, configure and support devices in Microsoft Intune, including Autopilot and macOS enrolment, app deployment, configuration profiles and compliance policies
• Manage the user lifecycle in Microsoft Entra ID: setting up new starters, processing leavers, and handling role changes, licences, group memberships and MFA/password resets
• Administer Microsoft 365 services, including Exchange Online shared mailboxes, distribution lists, and Teams and SharePoint permissions
• Coordinate IT equipment for starters and leavers, including preparing and dispatching devices to remote staff, recovering kit from leavers, and arranging secure data wiping and disposal
• Monitor software licences and liaise with IT suppliers and vendors to resolve issues and process orders

Security and Continuous Improvement

• Support vulnerability management by monitoring device health, update compliance and security alerts, and remediating issues
• Use PowerShell and macOS shell scripting to automate routine tasks and improve processes
• Support security awareness activities, such as phishing simulations and follow-up guidance for staff
• Help gather evidence for security and compliance requirements, such as the NHS Data Security and Protection Toolkit (DSPT) and Cyber Essentials
• Contribute to wider IT projects, such as migrations or new tool rollouts
• Create user-facing communications and training material, such as newsletters, infographics and how-to guides, to promote good IT and security practice

Compliance and Information Governance

• Follow security and data protection policies, including least-privilege access and appropriate handling of sensitive information
• Follow all organisational policies and procedures, including those on confidentiality, data protection, safeguarding, and health and safety
• Complete all mandatory training within the required timescales
• Support internal and external audits by keeping accurate and accessible records
• Report incidents, complaints and near misses through the appropriate organisational channels

Professional Development

• Keep your technical knowledge up to date and apply what you learn on the job
• Take an active part in regular one-to-ones and performance reviews with your line manager

Flexibility and Evolving Responsibilities

• Carry out any other reasonable duties requested by your line manager, in line with the seniority and scope of the role
• Recognise that Innovate ADHD Ltd is a growing organisation and that the role will develop as the service expands

Skills Required

Essential

• Experience providing first-line IT support, gained through a Level 3 apprenticeship or in a similar role
• Confidence supporting both Windows and macOS devices
• Working knowledge of Microsoft 365, including user and mailbox administration
• Experience using a ticketing system and remote support tools
• Good written and verbal communication, including explaining technical issues in plain language
• The ability to manage your own time and workload when working from home
• Good organisation and attention to detail when keeping records

Desirable

• Hands-on experience with Microsoft Intune (including Autopilot) and Entra ID
• Basic PowerShell or shell scripting
• Relevant certifications already held, such as Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900) or CompTIA A+
• Awareness of cyber security good practice, Cyber Essentials or the NHS DSPT
• Experience working in a healthcare, NHS or other regulated environment

Personal Qualities

• Self-motivated, with a proactive, can-do attitude
• Patient and customer-focused, especially when helping colleagues who are under pressure
• A curious problem-solver who enjoys finding out how things work
• Discreet and trustworthy when handling confidential and sensitive information
• Keen to keep learning and open to feedback
• A team player who takes ownership of issues and knows when to escalate

Qualifications Required

• Completed Level 3 Information Communications Technician apprenticeship (ST0973), ideally the Support Technician pathway, or an equivalent Level 3 IT qualification (such as a BTEC National or T Level in Digital/IT, or CompTIA A+), or equivalent practical experience in an IT support role
• GCSE English and maths at grade 4 (C) or above, or equivalent

Pay: Up to £25,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company pension
• Sick pay
• Work from home

Work Location: Hybrid remote in London EC2A 4EG