POSITION PROFILE Support Officer, ICT. Position Summary. Position Statement. Corporate Vision. Constructive Culture ICT.

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1 Position Summary Position Title: Business unit: ICT Support Officer ICT Division : ICT and Knowledge Management Classification : Level 5 Status : Position Statement The ICT Support Officer maintains the desktop environment for all staff and Elected Members. The main function of the ICT Support role is to assist City of Marion users in their day-to-day operations including trouble-shooting and issue resolution. Fundamental to the position is the customer focused delivery of technical expertise for City of Marion. Incorporated in this role is the maintenance of policy and procedures within the online knowledge base and the ability to conduct issue analysis for the timely resolution of help desk tasks. Corporate Vision By 2010 Marion Council will be A leader in the delivery of the Community Vision - Broad horizons, bright future An Organisation of Excellence > Recognised for excellence in governance > Recognised for service quality > An employer of choice The Corporation of the City of Marion is committed to the Excellence in Local Government Framework (EiLGF) to guide our strategies and enable us to benchmark our achievements. We are also committed to developing a constructive culture that supports individuals and the organisation to achieve our goals. Constructive Culture The City of Marion understands that constructive leadership management and teamwork are critical to maximising community benefit and employee satisfaction. We will work towards building a constructive culture, which for us, means showing balanced concern for getting the job done (task skills) and for satisfying the needs of the individual or group (people skills). There are four (4) key components of the Human Synergistics Constructive Cluster (Style) Achievement Affiliative Humanistic Encouraging Self-Actualising Orientated individuals or teams are concerned with getting things done and performing well. The climate or atmosphere of affiliative individuals or teams is very friendly, cooperative and relaxed. Individuals or teams are constructive, sensitive and supportive of others. Individuals or teams tend to be optimistic and interested.

2 Reporting/Working Relationship Reports to: Supervises: Internal liaisons: External liaisons: Unit Manager, ICT N/A All staff and Elected Members Vendors Special Conditions Some out of hours work as required. Drivers License. Essential Minimum Requirements The following essential requirements will be used in the assessment of the applicant in order to determine the most suitable candidate. Qualifications Tertiary or TAFE qualifications in Information Technology or a related discipline, or relevant experience. ICT industry certification (MCP,CLP,CNE) or relevant experience. Skills, Knowledge & Experience Demonstrated experience in ICT help desk issue resolution with industry principles (eg ITIL) Demonstrated experience with PC based computer hardware Demonstrated experience of SOE life cycle support Demonstrated experience and knowledge of customer service principles High level knowledge of supporting and deploying MS Windows environment High level knowledge of supporting and deploying corporate applications High level experience in prioritisation, escalation and status reporting of tasks and issue management Experience in operational administration of VMWare environment Experience in operation administration of Novell and Microsoft server environments Experience in administration of back-up procedures Experience with Citrix and broadband ISP connectivity Sound knowledge of Local Government functions, roles and processes Ability to work closely and support ICT for Elected Members Knowledge of the role of the Elected Member and the relationship between the community and the City of Marion Highly developed analytical and conceptual skills Demonstrated ability to troubleshoot and identify solutions Ability to instruct and develop ICT skills and knowledge of others Desirable Requirements The following desirable attributes will be used to distinguish between applicants who have met all essential requirements. Educational Qualifications Project management training Skills, Attributes, Knowledge & Experience Knowledge of Lotus Domino/Notes Knowledge of network (WAN/LAN) devices and technologies. Knowledge of telecommunication devices and systems Knowledge of systems and data security principles.

3 KEY RESULT AREAS 1. CONSTRUCTIVE CULTURE 2. OPERATIONAL 3. QUALITY SERVICES 4. BUSINESS EXCELLENCE 5. ENVIRONMENTAL AWARENESS 6. OWN HEALTH & SAFETY KEY RESULT AREAS 1. Constructive Culture 2. Operational KEY TASKS Demonstrate understanding and contribution to the achievement of the Constructive Culture with emphasis on the four key components. Demonstrate through own behaviours contribution to the achievement of the Corporate Values that are important to the success of the Organisation: Open, ethical and accountable. Value the customer. Committed and enjoys getting the job done. Seek and celebrate achievement. Work together in partnership. Show leadership. Respect the views, opinions and capabilities of others. Continue to learn and improve. Embrace sustainability. Responsible for the availability and performance of the desktop environment for City of Marion users, incorporating staff and Elected Members Manage help desk system and provide timely response and resolution of desktop issues for City of Marion environment. Responsible for the maintenance and development of the desktop standard operating environment (SOE) Responsible for the installation and/or distribution of desktop (client) applications software Provide on-site support to City of Marion locations Provide on-site and remote support to public access networks and remote users Provide first point of call for libraries after hours Responsible for the provision of technical expertise for ICT projects Responsible for the deployment of the PC replacement programme Reinforce ICT security requirements, change and vendor management procedures Implement policies and procedures for maintenance of desktop environment Assist in the analysis and resolution of network and client telecommunication issues and service requests. Manage knowledgebase system and maintain quality procedures and documentation Responsible for ICT asset/inventory lifecycle management Provide statistical reporting as required Conduct/facilitate training workshops where applicable

4 Contribute to and participate in business continuity and disaster recovery planning and delivery Manage and liaise with vendors and suppliers where applicable Regularly review and implement best practice standards Other duties as required by ICT Management 3. Service Quality Participate in the gathering and analysis of customer feedback to establish the value, satisfaction and expectations for each service provided within work area. Participate in the review and improvement of the quality of each service provided in line with the identified customer feedback and organisational needs Support and participate in Corporate Service Quality projects Participate in the establishment, monitoring, reviewing and reporting of key performance indicators (KPIs) and targets for all services within work area. Contribute to the maintenance of an accurate record of customers and key stakeholders of all services within work area. 4. Business Excellence Support the development, implementation and achievement of actions to address the opportunities for improvement identified through the Business Excellence process. Contribute to and implement improvements to workplace methods, practices, quality and productivity. Contribute to improve the overall operational efficiency of the organisation through the use of Business Excellence tools to increase quality of service and where possible reduce operational costs. 5. Environmental Awareness Take reasonable care of the workplace environment. Avoid adversely affecting the environment (including impacts on soil, water, air, noise, flora and fauna) through any act or omission of work. Be aware of and comply with use of and utilise any equipment provided for environmental pollution prevention. Report all spills, incidents and environmental damage in accordance with Council procedures. Participate in activities associated with the implementation of workplace environment policies, procedures and management systems. 6. Own Health & Safety Take reasonable care of own health and safety at work. Avoid adversely affecting the health and safety of any other person through any act or omission at work. Ensure you are not affected by the consumption of alcohol or a drug, in such a state as to endanger own safety at work or they safety of any other person. Use any equipment provided for health and safety purposes. Not wilfully interfere with or misuse items or facilities provided in the interest of health, safety and welfare of employees. Report all accidents, incidents, injuries, property damage in accordance with Council procedures. Comply with the use of and utilisation of appropriate Personal Protective Equipment (PPE) Participate in activities associated with the management of workplace

5 health and safety, policies, procedures and management systems. Position profile approval: Acknowledged by Occupant Acknowledged by Manager Acknowledged by Organisational Development

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