HealthHarmonie
Desktop Support Technician
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Location: Edgbaston, Hybrid (Office and Remote Working)
Hours: Full-Time, 37.5 Hours per week, 08:00 - 16:00
Salary: Competitive
About Medinet & Healthharmonie
Medinet and its subsidiary Healthharmonie deliver a range of community healthcare services across multiple sites. Our IT team supports both organisations across all technology functions, bringing together infrastructure, systems, and end-user support under a single unified function. The team works collaboratively across disciplines, with individual roles reflecting a primary specialism while contributing to the wider IT service as a whole.
Role Purpose
To provide reliable, hands-on deskside and 1st line IT support across the Medinet and Healthharmonie estate. This role is the operational backbone of day-to-day IT support - owning the hardware lifecycle from build through to deployment, handling front-line ticket triage, and resolving common user-facing issues quickly and effectively. You will report directly to the IT Infrastructure Manager and work closely with the wider infrastructure team, escalating technical issues as needed.
Key Responsibilities
- Own the end-to-end hardware request process - building, configuring, and deploying laptops and other devices to staff across all sites, replacing broken equipment
- Maintain an accurate hardware inventory and asset register, ensuring all devices are tracked from procurement through to disposal
- Prepare devices for new starters including OS configuration, application installation, and account setup in line with standard build procedures
- Carry out hardware fault diagnosis and resolution - replacing components, arranging repairs, or issuing replacement devices as appropriate
- Manage the loan device pool, ensuring devices are available, maintained, and returned promptly
- Coordinate the collection and secure disposal of hardware from leavers
- Act as a first point of contact for IT support requests, logging and triaging all incoming tickets accurately in the ITSM system
- Resolve common 1st line issues including password resets, account unlocks, MFA problems, and basic Microsoft 365 queries
- Categorise and prioritise tickets correctly, escalating promptly to the 2nd/3rd line team where required
- Provide deskside support across sites, attending in person where remote resolution is not possible
- Support basic printer, scanner, headset, and peripheral troubleshooting
- Contribute to the team knowledge base, documenting hardware build procedures and common resolution steps
- Comply with data protection, NHS data handling, and IT security policies at all times
- Support the IT Infrastructure Manager with ad hoc tasks and operational requests as the team grows
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Essential Requirements
- Practical, hands-on experience of building, configuring, and deploying Windows laptops and desktops
- Familiarity with standard desktop imaging or build processes (manual or MDM-assisted)
- Experience resolving common 1st line issues - password resets, account problems, basic hardware faults
- Working knowledge of Microsoft 365 at a user support level - Outlook, Teams, OneDrive
- Comfortable working independently and managing a varied workload across multiple sites
- Good communication skills - approachable and patient when supporting non-technical staff
- Methodical approach to asset tracking and hardware documentation
- Understanding of GDPR and data security responsibilities, particularly around device handling
Desirable / Advantageous
- Experience with Microsoft Intune or similar MDM platform for device enrolment and management
- Familiarity with Entra ID / Active Directory for basic account management
- Experience using an ITSM ticketing system (Freshservice, ServiceNow, or similar)
- CompTIA A+ or equivalent hardware/support certification
- Experience working in a healthcare or regulated environment
- Exposure to multi-site organisations with varied hardware estates
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Our Commitment
This is a role for someone who takes pride in doing the practical work well - someone who finds satisfaction in handing a colleague a perfectly built, ready-to-go laptop on their first day, or in clearing a backlog of tickets methodically and thoroughly. You will be a visible and valued member of the IT team, with direct access to the IT Infrastructure Manager and plenty of opportunity to develop your skills as the team grows. We welcome applications from all backgrounds and are committed to an inclusive recruitment process.
Why Join Us?
By joining Medinet Group, you'll become part of the infrastructure that enables outstanding patient care across the UK. Your work will directly support clinicians and operational teams in delivering safe, efficient and effective healthcare services.
In return, we offer:
- The opportunity to support critical healthcare systems.
- A collaborative and supportive IT team environment.
- Exposure to a wide range of clinical technologies and digital health platforms.
- Ongoing learning and development opportunities.
- A growing organisation focused on innovation and continuous improvement.
- The opportunity to make a meaningful impact on both colleagues and patients.
Equal Opportunities
Medinet Group is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Applications are welcomed from all suitably qualified candidates regardless of race, religion, gender, sexual orientation, disability, age or any other protected characteristic.
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