End User Support Specialist (Aldermaston / Green Park)

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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 elevate 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