IT volunteer support at Darlington Citizens Advice

To work within the IT team to support computer users, web updates and be aware and part of social media

(9AM - 1PM)
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(1PM - 5PM)
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(5PM - 8PM)
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Hours per week 6 hours
Location Darlington Citizens Advice Bureau Bennet House 14 Horsemarket Darlington DL1 5PT

IT Volunteer
Purpose of the role
• To assist the IT paid member of staff in the use and development of IT resources in the bureau.
Main duties and responsibilities include:
Developing IT in the bureau
• Have a broad understanding of the IT requirements of the bureau and the solutions available.
• Contribute to the bureau's continuous effort to improve operations, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
Level 3:
• Play a role in developing and implementing the CAB IT Strategy.
Maintaining the IT system and providing technical support
• Respond to requests from computer users regarding hardware, software, or network connection problems or questions.
• Resolve problems or provide "how-to" instructions.
• Ensure that a regular back-up routine is followed and checked on a daily basis.
• Ensure that anti-virus software is kept up to date across the network.
• Make sure that the servers and workstations are kept up to date with the latest security fixes and updates recommended by the software manufacturers.
• Refer the more difficult problems or non-routine requests to other technical support staff or the IT Service Desk.
• Place service calls with vendors and co-ordinate service for the user.
• Advise users of the ongoing status of their request when necessary.
• Review records to check hardware / software inventory, update service calls, and verify or modify user identification records.
• Update and revise reference materials and work procedures.
• Ensure that all work carried out is documented and clearly understandable.
• Ensure that Health and Safety Regulations for Display Screen Equipment are in place and staff and volunteers are aware of them.
• Ensure that software licences are obtained and updated for all software.
Personal and professional development
• Attend courses / meetings as agreed.
• Keep up to date on new IT developments.
• Prepare for and attend regular supervision sessions.
Other tasks and responsibilities
• Uphold the aims and principles of the CAB service and its equality and diversity policies.
• Keep up to date with policies and procedures relevant to bureau work and undertake relevant training within guidelines issued by Citizens Advice.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
• Attend appropriate internal and external meetings as agreed by service manager.
• Web design/ upkeep and social media
Personal skills and qualities that an IT worker needs:
Some Knowledge of:
• Microsoft operating systems
• PC hardware and peripherals.
• Microsoft Office
• Diagnostic tools and online monitoring software.
• Web design and social media
Ability to:
• Communicate in a one-to-one or group setting regarding technical or non-technical subjects.
• Understand and apply written material.
• Input data or information accurately.
• Learn role-related material through oral instruction, observation and reading.
• Work with the team to diagnose technical problems and recommend solutions.
• Monitor and maintain health and safety standards in the use of IT equipment.
• Monitor and maintain own standards.
• Work on own initiative, prioritise own work and meet deadlines - within established procedures and guidelines.
• Demonstrate good interpersonal skills.
• Understand and operate within the aims and principles of the CAB service and its equality and diversity policies.
• Operate safely within health and safety policies and procedures.
Experience and training:
• Paid or unpaid experience in providing first line technical computer support for users and / or network support / administration.

This opportunity will assist you in gaining the following skills:

  • Interpersonal/Confidence
  • Teamwork
  • Problem solving/Creativity
  • Planning/Organising
  • Computer/Technical
  • Analytical/Research
  • Communication Skills

Training will be provided by the organisation for this position:

ongoing in-house training with our IT specialist

We are unable to reimburse travel expenses

About you

The organisation has indicated the following requirements from volunteers who want to take this opportunity.

Essential: Some Knowledge of:

Desirable: Some Knowledge of:


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