Apprentice IT Technician

Summary

This role provides an excellent opportunity to gain hands-on experience in IT support, customer service, asset management, and operational Helpdesk processes within a busy educational environment. 

Wage

£15,392 a year

Salary is £15,392 in the first year and national minimum wage thereafter.

Training course

Information communications technician (level 3)

Hours

Monday - Friday - exact hours to be confirmed.

37 hours a week

Start date

Thursday 20 August 2026

Duration

1 year 2 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

The IT Apprentice will provide first-line technical support to students and staff across the Trust, developing practical IT skills while supporting the day-to-day operation of the Helpdesk. Key responsibilities include:

• Responding to and resolving basic IT support requests submitted to the Helpdesk
• Assisting users with password resets and account access issues
• Replacing printer toner and supporting the maintenance of printing devices
• Managing and updating IT stock inventories, including equipment tracking and asset records
• Providing first-line support to students and staff for common hardware, software, and connectivity issues
• Escalating more complex technical problems to senior members of the IT team when required
• Assisting with the preparation, deployment, and maintenance of IT equipment
• Delivering friendly and professional customer service while helping users resolve technical issues

Where you'll work

New College Pontefract Park Lane
Pontefract
West Yorkshire
WF8 4QR

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

BRAGD LLP

Training course

Information communications technician (level 3)

What you'll learn

• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades,either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task
• Identify and scope the best solution informed by the system data associated with the task
• Test and evaluate the system's performance and compliance with customer requirements.
• Escalate non routine problems in line with procedures
• Use basic scripting to execute the relevant tasks for example PowerShell, Linux
• Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times
• Apply the necessary security, in line with access and/or encryption requirements
• Use a range of Cabling or Connectors equipment in line with technical requirements for example physically or remotely
• Test and evaluate network environments
• Monitor performance and usage of a network
• Deploy applications on a network
• Set up storage and data access for staff
• Apply necessary security measures, in line with access requirements to a network
• Carry out routine maintenance across network systems, ensuring organisational compliance
• Monitor network-related workloads including DNS and firewalls
• Install or undertake basic upgrades, either physically or remotely
• Establish digital communication or telecommunications systems through, for example cabling and connecting equipment.
• Identify a range of tools and or diagnostic equipment, for example, Hardware or Software components, to resolve Communications or Telecommunications requirements.
• Undertake basic telecommunications activities, in response to an allocated task, designated responsibilities, instructions or customer’s requirements.
• Use information necessary to identify operational issues and rectify or escalate accordingly in line with policy
• Interpret and prioritise internal or external customer's requirements in line with organisation's policy
• Apply the appropriate tools and techniques to undertake fault finding and rectification
• apply Continuous Professional Development to support necessary business output and technical developments
• Operate safely and securely across platforms and responsibilities maintaining the security of personal data of internal and external stakeholders
• Communicate with all levels of stakeholders, keeping them informed of progress and managing escalation where appropriate
• Develop and maintain effective working relationships with colleagues, customers and other relevant stakeholders
• Manage and prioritise the allocated workload effectively making best use of time and resources
• Complete documentation relevant to the task and escalate where appropriate
• Install or undertake basic software upgrades,either physically or remotely
• Establish and diagnose the extent of the IT support task, in line with the organisation's policies and Service Level Agreements
• Provide remote/F2F support to resolve customer requirements
• Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task

Training schedule

Once the training plan has been agreed, the structured training will take place at work, whilst the apprentice is employed. The role and therefore the training is based at New College Pontefract (with some travel to other sites as required).

More training information

The structure of the actual apprenticeship will be based on the relevant standards, and will be tailored to take account of the individual employer and apprentice's needs and wants. As a minimum, this will include:

• Briefing and engagement sessions delivered by Bragd and the employer to explain the apprenticeship in more detail
• An initial assessment of your level of relevant knowledge, skills and behaviours (KSBs) to allow a tailored, individualised programme to be developed
• An initial assessment of your level of functional skills including English and mathematics
• An individual learning plan (ILP) that describes the activities that will be completed as part of your learning journey
• A structured programme of off the job training, learning and development activities that meet the ‘OTJ’ requirement, delivered by a team of experienced trainers and tutors
• Ongoing 1-2-1 support from your employer and a dedicated tutor / mentor from Bragd
• Regular assessment and signposting to help you keep you on track with developing the range of required knowledge, skills and behaviours
• Quarterly progress reviews to recognise achievement, confirm additional support needs and identify next steps
• Support and guidance to help you complete your end point assessment, where you will demonstrate the wide range of KSBs you have developed during your apprenticeship programme

Requirements

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• IT skills
• Attention to detail
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Initiative

Other requirements

Some travel to other sites may be necessary and you may be required to work up to 2 additional evenings to support trust events.