IT Admin Support

COPE Galway has been providing essential social services in Galway for 60 years.

We respond to the needs of people experiencing homelessness, women and children subjected to domestic abuse, and we support older people towards healthy, independent ageing. Our vision is for a community where every person is valued, cared for, and supported at every stage of life.

COPE Galway is deeply embedded in the Galway community. We are founded on the belief that together we can make a positive difference in the lives of the people we serve and our community.

Our People

Our People, COPE Galway staff and volunteers, are the driving force behind everything we do. Their passion, commitment, and professionalism enable us to deliver a wide range of services, support more people, and make a real impact in the community.

We have a diverse range of roles, from frontline support workers and social care professionals to catering, community engagement and other professional roles. Each role is crucial in ensuring we deliver our services effectively and make a positive impact in the community.

Working with COPE Galway

Joining our team means you will make a lasting, positive impact on the lives of the families and individuals we support and contribute to driving meaningful social change in the community. Whether you are a frontline worker directly supporting clients or in an administrative role, you are vital to our efforts to address critical issues like homelessness and domestic abuse and to ensure that older people are valued and supported.

At COPE Galway, we prioritise the development and wellbeing of our people. We offer a supportive work environment, with opportunities for ongoing training, personal and professional growth, and leadership development.

Our Culture

We foster an inclusive, supportive and respectful workplace, where diversity is valued. Our team is united by a shared mission and a genuine passion for empowering people and creating meaningful change. We take a trauma-informed approach to the way we work and foster this culture in every aspect of the organisation, including a focus on the health and wellbeing of our staff.

Position Overview:

The IT Support & Systems Administrator plays a vital role in keeping COPE Galway's technology running smoothly, securely, and efficiently across all organisational locations. This role acts as the primary point of contact for technical support, manages day-to-day hardware/software maintenance, and assists with staff training and IT infrastructure improvements.

Working closely with internal staff and external IT vendors, the position balances daily hands-on troubleshooting with structured project support to optimise IT workflows and maintain strict data security compliance.

Key Responsibilities 1. IT Support & Troubleshooting

• Provide first technical support for hardware, software, network connectivity, and telephony (VoIP) across all office locations
• Diagnose and resolve technical issues for staff promptly and professionally, maintaining accurate logging and escalation procedures.
• Serve as a liaison with external IT service providers and third-party vendors for escalations and repairs.

2. Systems & Hardware Administration

• Set up, configure, and deploy new equipment, user accounts, and software applications.
• Maintain records of IT assets, software licenses, incident logs, and system audit records.
• Assist in managing relationships with ISPs, VoIP providers, landline networks, and hardware suppliers to ensure uninterrupted service
• Perform routine updates, patches, and maintenance across devices and network infrastructure.
• Collaborate with the Compliance / Data Protection Lead to enforce data protection policies, IT security protocols, and regulatory compliance (e.g., GDPR)
• Assist in identifying potential IT security risks and enforcing endpoint security controls (antivirus, multi-factor authentication, password issues.)

4. Training & Project Delivery

• Assist in planning and executing routine IT upgrades, system rollouts, and hardware refresh & new office set ups.
• Design clear user guides and deliver onboarding/training sessions to help staff build technical confidence and adopt digital tools.
• Gather feedback from staff to identify opportunities for process improvement and technology adoption

Key Performance Indicators (KPIs)

• Service Quality: Timely resolution of IT support tickets within agreed service levels, minimising operational disruption
• System Uptime & Compliance: Adherence to organisational IT security, data privacy, and backup standards.
• Staff Empowerment: Delivery of clear training resources and positive user feedback on technology adoptability.
• Vendor Operations: Smooth cooperation with external partners to maintain reliable infrastructure services .

Qualifications & Requirements Education & Certification

• Required: Third-level qualification (Diploma/Degree) in Information Technology, Computer Science, or a related discipline.
• Desirable: Certifications in Microsoft 365 / Azure Administration, CompTIA Network+/Security+, ITIL, or basic project management principles.

Professional Experience

• Minimum Experience: 2+ years in an active IT support, system administration, or helpdesk role.
• Hands-on experience administering Microsoft 365 environments (Exchange, Teams, SharePoint, OneDrive) and Windows OS/Android devices
• Experience providing remote and on-site support across multiple physical locations
• Prior experience creating user documentation or training non-technical staff on IT systems.
• Technical Proficiency: Strong familiarity with Windows OS, Android mobile management, Active Directory basics, basic networking (LAN/WAN, Wi-Fi, routers), and cloud services.
• Problem-Solving: Strong diagnostic capabilities to troubleshoot root causes under pressure.
• Communication: Clear, empathetic interpersonal skills tailored for supporting non-technical staff, volunteers, and external partners.
• Organisation & Detail: Excellent task prioritization skills, meticulous documentation habits, and asset tracking abilities
• Cultural Competence: Ability to work effectively within a diverse team and social services context

Additional Requirements

• Full Driving Licence & Vehicle: A full, clean driving licence and access to a personal vehicle for travel between COPE Galway locations is required for this role.

Key Terms of Employement:

Type of contract: Full-time Permanent contract

Hours of work: 37 hours per week (Monday to Friday)

Salary: COPE Galway: Clerical Officer Grade Point 1

Method of pay: Monthly by credit transfer

A minimum of two years experience in an IT Role