ICT Support Technician

Role overview

Marymount University Hospital & Hospice is seeking an ICT Support Technician to serve as the initial contact for technology-related queries and incidents. The role is central to keeping digital services running smoothly across the organisation, supporting both clinical and non-clinical teams so that technology continues to enable safe and effective patient care.

This position offers a strong opportunity for someone with 1-2 years of relevant experience to grow within a healthcare ICT environment. The successful candidate will work with a wide mix of hardware, software, networking and audio-visual systems, alongside an experienced ICT team. The role balances immediate problem-solving with preventative work, process improvement and project involvement, while also supporting progression into Level 2 and more specialised technical roles.

ICT service desk and user support

• Serve as the first contact for Level 1 ICT incidents and requests arriving through the helpdesk system, email, phone, deskside visits and remote support.
• Create, categorise, prioritise and maintain accurate records for all tickets while meeting agreed service levels and response times.
• Fix straightforward incidents at first contact whenever possible, and hand over more complex issues quickly to Level 2/3 teams, specialist staff or external suppliers.
• Communicate clearly and professionally, keeping language simple and user-friendly for both internal and external stakeholders.
• Take part in the ICT department on-call rota.

Technical support and troubleshooting

• Diagnose and resolve issues involving hardware, software, operating systems and connectivity on desktops, laptops, mobile devices, printers and multifunction printers.
• Carry out break/fix work, device imaging, software and hardware deployment, data migration and basic network troubleshooting.
• Install, set up and maintain operating systems, standard applications, peripherals and endpoint security tools to ensure a secure and reliable working environment.
• Assist with user account access, password resets, permission changes and onboarding/offboarding tasks in line with identity and access control processes.

Proactive maintenance and improvement

• Spot repeated issues or patterns that could point to broader infrastructure or system faults and escalate them to the relevant ICT contacts.
• Help improve and maintain service desk procedures, working practices and knowledge base content.
• Prepare and update user guides, FAQs and training materials to encourage self-service and build staff confidence with digital tools.

Specialist systems and project support

• Support modern audio-visual solutions across the education centre, conference rooms and meeting areas.
• Assist with the deployment and support of PABX systems, wired and wireless VoIP devices, IPTV and other IP-based entertainment technologies.
• Gain exposure to virtualisation platforms and related support systems.
• Contribute to ICT rollouts, upgrades and project work as required.

Documentation, compliance and quality

• Keep all documentation related to the hospital’s ICT support service current and complete.
• Work in line with the hospital’s quality, risk and audit policies.
• Help develop ICT audit practices and policies in accordance with the annual audit schedule.
• Maintain high standards when implementing, supporting and improving ICT solutions, policies and procedures.

Training and professional development

• Assist with the induction and training of newly appointed staff.
• Stay informed about developments in ICT practices, tools and technologies.
• Take responsibility for identifying and pursuing professional development opportunities.

Eligibility, qualifications and experience

Applicants should have at least 1-2 years of experience in a similar IT or ICT support role. Candidates must demonstrate the knowledge and ability needed to perform the duties of the position to a high standard, along with strong administrative capability. Excellent written and verbal communication skills are essential, including the ability to communicate tactfully and effectively with a wide range of stakeholders.

Desirable experience and qualifications

It would be an advantage to have experience or qualifications in one or more of the following areas:

• VoIP/PABX telephony and other audio-visual IP technologies, or a willingness to learn them.
• Cloud and virtualisation concepts, including services such as Microsoft 365 and Azure.
• Media streaming or television distribution technologies, including DVB standards or IPTV platforms.
• Supporting ICT solutions in healthcare, education, clinical training or patient care settings.
• A Level 8 or higher QQI major award in Information and Communication Technology, or a relevant equivalent qualification or experience.
• Recognised certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Azure Fundamentals (AZ-900), Microsoft 365 (MS-900), ECDL or another accredited IT technical qualification.