End User Support Specialist (Aldermaston/Green Park)

Job Description

Job Description:
Role Summary
Deliver on‑site end‑user support across desktop/laptop devices, break/fix repairs, managed print (MPS), conference‑room AV and VIP support, Tech Bar services, hardware builds, and software support as part of the wider service delivery model.
Location, Working Pattern, Security & Compliance
Primary work location: AWE Aldermaston, with rotational coverage at Reading Green Park
Occasional travel to remote sites to install or replace equipment
Standard working hours: 07:00-17:30 (9‑day fortnight, shift‑dependent)
Occasional out‑of‑hours work to support VIP or high‑profile events
Role is based on a nuclear‑licensed site in the Reading area
Security clearance required: SC to start, with eligibility for DV (or DV as standard depending on assignment)
Key Responsibilities
End‑User Compute (EUC)
Diagnose and resolve desktop/laptop incidents including rebuilds and break/fix repairs
Troubleshoot Windows client OS
Perform limited software troubleshooting
Support endpoint encryption and WSUS updates
Administer Active Directory and assist with SCCM deployments
Staff the Tech Bar for walk‑in support
Hardware Build
Build standard and non‑standard desktops; refurbish devices for deployment
Perform warranty and non‑warranty repairs
Manage break/fix stock and asset records
Maintain accurate device and print asset records; complete periodic audits
Document and improve processes; maintain team SharePoint
Printing / Managed Print Services (MPS)
Maintain networked HP multifunction printers and manage consumables
Manage customer PUK code access
Prepare, test, and install new print devices
Support print fleet optimisation and audits
Tech Bar & Front‑of‑House Service
Provide walk‑in support including loan devices, triage, software help, new starters, and orders
Ensure excellent customer communication and effective back‑office completion
Conference Rooms, VIP & Events
Manage 250+ conference rooms and conduct assurance visits
Liaise with AV suppliers for incident resolution and design requirements
Respond to last‑minute VIP support requests
Networking (Foundational)
Perform CAT5 and fibre network patching
Provide hands‑and‑eyes support to suppliers
Ticketing, SLAs & Communication
Maintain clear ticket updates and resolution notes
Resolve within SLA or escalate appropriately
Keep users informed throughout the lifecycle
Projects (when assigned)
Coordinate small refresh or deployment projects
Act as point of contact for leadership and customer service managers
Essential Skills & Qualifications
Strong EUC hardware knowledge and hands‑on break/fix experience (HP/Lenovo/Dell)
Experience supporting HP multifunction printers
Proficiency with Windows OS and Microsoft applications
Solid PC and peripheral hardware knowledge
Experience with ITSM processes and SLA adherence
Familiarity with CAT5/fibre patching
Full UK driving licence and eligibility for nuclear‑licensed site clearance
Desirable Skills & Certifications
ITIL Foundation
SCCM knowledge
Microsoft and CompTIA certifications (A+, Network+, MCP)
Behaviours
Service excellence mindset; structured and methodical approach
Team‑oriented; promotes collaboration and knowledge sharing
Professional, positive, proactive, calm under pressure
Politically aware, reliable, and conscientious
Continuous service improvement mindset
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