ICT (INFORMATION AND COMMUNICATION TECHNOLOGY) HELP DESK SUPPORT OFFICER

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1 ICT (INFORMATION AND COMMUNICATION TECHNOLOGY) HELP DESK SUPPORT OFFICER The ICT Help Desk Support Officer is the first point of contact for all ICT Support and utilises their knowledge, training and skills to assist users and provide technical support across the organisation. The Position The key responsibilities include: The Person Manage all request types end-to-end ensuring timely and accurate recording of information and data Provide technical troubleshooting and resolution of complex problems using investigative techniques Testing, installation and maintenance of Council s client computers, software and peripherals Procurement, installation and maintenance of Council s telecommunications equipment Maintain an understanding of Council s client computers, peripherals and telecommunications equipment to assist with problem solving Undertake project work as requested by the ICT Support Team and the Web Coordinator. The successful applicant will possess the following attributes at a minimum: Relevant IT Degree, Associate Diploma or Certificate 3 in Information Technology or demonstrated ICT Help Desk experience Demonstrated expert skills in and the ability to support Microsoft Windows Desktop and Office suite of applications and peripheral devices Demonstrated strong level of communication, negotiation and the ability to enhance the customer experience through coaching or training where possible Strong analytical and problem solving skills are a must. The ability to think outside the box is part of this as not all problems can be resolved through existing documentation and processes Demonstrated ability to plan and prioritise own work to meet deadlines and achieve outcomes C Class Licence. The applicable salary is to a ceiling of Level 4 ($73,031pa) with the commencing salary dependent upon the skills and experience of the successful applicant. Application packages are available from the Human Resources Office on (07) or Council s website Applications for 15/20 ICT Help Desk Support Officer should include: A cover letter A current resume Statements addressing the selection criteria. Applications are to be submitted online using the Online Job Application Form. Applications close on Friday, 28 August Word or PDF format is preferable. For further information please contact Mr. Dirk Dabelstein ICT Coordinator on (07)

2 POSITION DESCRIPTION POSITION TITLE: POSITION NUMBER: AWARD: CERTIFIED AGREEMENT: AWARD DESCRIPTOR LEVEL: Level 4 REPORTS TO: PLACE OF EMPLOYMENT: ICT (Information and Communication Technology) Help Desk Support Officer Queensland Local Government Officers Award - State Burdekin Shire Council Enterprise Bargaining Agreement ICT Coordinator Based at Council Chambers, Young Street, Ayr POSITION OBJECTIVE Provide effective and timely ICT support for Council and Stakeholders with a focus on continuous improvement and excellent customer communication and satisfaction. Provide support to ICT staff when required. KEY RESPONSIBILITIES The key responsibilities may be modified from time to time to ensure the expected outcomes are coordinated with Council s operational and corporate plans. Without limiting the above, the key responsibilities shall include: Provide ICT Support for Council and Stakeholders o Provide first point of contact for all ICT support; o Manage all request types end-to-end ensuring timely and accurate recording of information and data; o Provide technical troubleshooting and resolution of complex problems using investigative techniques, where possible, in order to ensure escalation of issues to 2nd level support is appropriate; o Provide effective and timely problem escalation when required. Provide other ICT support services o Perform support for established and documented processes; o Testing, installation and maintenance of Council s client computers, software and peripherals; o Procurement, installation and maintenance of Council s telecommunications equipment; o Assist with on-the-job supervision, support and training of School based Work Experience Students; o Maintain an awareness of current projects in order to better engage within the ICT Team as to preparedness, transition planning and acceptance of new systems and technologies; o Report issues and activities that are likely to influence Council operations or adversely impact relations with Council s customers to the ICT Support Team; o Provide administrative, technical and project support to the ICT Section; o Provide administrative, technical and project support to the Web Coordinator; o Undertake control for projects as allocated by the ICT Coordinator;

3 Maintain and improve skills set o Maintain an understanding of Council s client computers, peripherals and telecommunications equipment to assist with problem solving; o Maintain an awareness of emerging technologies and trends for potential benefits to Council, and report recommendations to the ICT Support Team; o Maintain technical skills and knowledge in order to support new and changing technologies or business practices; Focus to Continuous Improvement o Liaise with internal customers in order to teach or coach, clarify information or persuade business process changes to better utilise ICT systems; o Develop and maintain documentation and workflows to better support the management of Council s ICT Systems; o Identify technology limitations and deficiencies (improvement opportunities) in existing systems and associated processes and draw these to the attention of the ICT Support Team; o On a daily bases, apply the knowledge and contribute to the growth and accuracy of the ICT knowledge base. Excellence in customer service o Clearly understand and clarify the customers requirements, the urgency of issue, expectations and any other key information; o Effectively manage customer expectations including negotiation of an agreed outcome; o Exercise responsibilities in order to achieve excellent customer satisfaction levels and recognise process improvement opportunities that may arise from evaluating the customer feedback; o Exercise excellent written and verbal communications skills through all customer interactions; Perform asset management functions o Record and update asset moves, software licences, name changes, and other information as required; o Liaise with the ICT Coordinator on asset audits, stock takes and other requests. Undertake such other tasks as may be assigned by the ICT Coordinator, Manager Client Services or Chief Executive Officer. AWARD CLASSIFICATION LEVEL CHARACTERISTICS These classification characteristics are drawn directly from the Queensland Local Government Officers Award and are used as a guide to determine the level of this position, but may not form a specific part of the key responsibilities: Organisational Relationships Works under general direction Supervises subordinate staff or works in a specialist field Extent of Authority Required to set outcomes within defined constraints Provides specialist, technical or professional advice Freedom to act governed by clear objectives and/or budget constraints Solutions to problems generally found in precedents, guidelines or instructions Assistance usually available

4 POSITION REQUIREMENTS Knowledge Skills Expert knowledge and experience Microsoft Windows and management tools, including; Professional Desktop environment, Windows 7 Desktop, Windows 8 Desktop Knowledge and experience with Windows Domain environments employing Microsoft Exchange and Active Directory services Expert knowledge and experience of PC hardware and peripherals Software deployment technologies and products Working knowledge of local and wide area networking technologies Sound knowledge of standard desktop applications used within Council including Microsoft Office and Adobe Creative Suites Sound knowledge of Wordpress and SharePoint management Comprehensive knowledge of Aastra and mobile telecommunications equipment and technologies Sound knowledge of best-practice procedures and standards within the Information Technology field Working knowledge of Council s structure, services and departmental functions Understanding of Workplace Health and Safety requirements and responsibilities Advanced service orientation skills Sound analytical, research and problem solving skills Excellent written and verbal communication skills Time management skills Teamwork skills Supervision skills Project implementation skills Active learning for continual knowledge improvement Abilities Ability to prioritise workload and meet deadlines Ability to instruct others to increase their understanding of ICT procedures and processes Ability to effectively communicate ICT information to others including senior officers Time sharing abilities to move between daily activities and projects Other Requirements Personal characteristics of integrity, honesty, commitment, enthusiasm, reliability, motivation, and the ability to deal with pressure Experience and Qualifications Relevant IT Degree, Associate Diploma or Certificate 3 in Information Technology; or experience as an IT Help Desk Support Officer WordPress or SharePoint design and management experience ITIL Foundation, Cisco Certified Entry Networking Technician (CCENT), Microsoft Certified Professional (MCP) or Microsoft Technology Associate (MTA) certifications Aastra phone system administration experience Class C drivers licence

5 CORE COMPETENCIES GROUP 2 These competencies relate to positions at Level 3 and 4 of the LGOA and Level 5 and above of the LGEA: Teamwork Participate in team-based activities Respect other team members Complete the tasks allocated to you Know the team goals, parameters, and major issues Work within the parameters Contribute willingly to team activities Accept decisions, even those with which you disagree Customer Service Treat both internal and external customers with courtesy and respect Work according to agreed customer service standards within your team Contribute towards setting customer service standards within your team Communication Write in a way that your reader can understand Listen and speak clearly to your colleagues and customers Quality Work according to agreed quality standards within your team Contribute towards setting quality standards within your team Monitor your work and identify opportunities for improving quality Suggest improvements through the customer request system Environment Work according to agreed environmental standards within your team Contribute towards setting environmental standards within your team Monitor your work for opportunities to reduce adverse impacts on the environment Report incidents and suggest improvements through the customer request system Workplace Health and Safety Work safely and in accordance with the relevant work method statements and procedures Encourage your colleagues to work safely Identify hazards and assess risks in the workplace Use organisational systems, such as customer service requests, to identify and rectify hazards, near misses, and non-compliances with procedures Efficiency Undertake tasks in an efficient and timely manner Suggest improvements through the customer request system

6 GENERAL 1. This is a description of the job as it is at present constituted. It is the practice of this organisation periodically to examine employees' job descriptions and to update them to ensure that they relate to the job as then being performed, or to incorporate whatever changes are being proposed. This procedure is jointly conducted by each manager in consultation with those reporting directly to him or her. Therefore you will be expected to participate fully in such discussions. It is the Organisation s aim to reach agreement to reasonable changes where identified. 2. Whilst employment is in the position described in this document it is understood that employment is with Burdekin Shire Council. In the event of organisational change or restructure, Council may require employees to undertake other roles for which they are qualified and capable of performing. Council does not change positions for the purpose of de-skilling. 3. Employees may be required to undertake a variety of duties not related to their substantive role in times of disaster. 4. All employees are responsible for making and keeping records in accordance with legislation, information standards and other relevant guidelines and procedures, and ensuring they are captured in the authorised recordkeeping system, ECM DataWorks. 5. Failure to maintain any licence or certificate, which is a condition of your employment, may result in demotion or termination as Council is unable to guarantee your transfer to a position not requiring the said licence or certificate. 6. All employees are expected to participate in Council s Induction Program and future training opportunities to maintain a current knowledge base and provide excellent service levels for internal and external customers. 7. All employees are to actively participate in the Employee Performance Development Program. 8. All employees must work in accordance with the standards contained within Council s Code of Conduct. Failure to do so may lead to disciplinary action up to and including termination of employment. 9. All employees are encouraged to be a contributing member to the wider Burdekin community and therefore it is required that you take up permanent residency within three months of the successful completion of your probationary period. Exemptions will only be granted at the discretion of the Chief Executive Officer. 10. Abide by all existing policies, guidelines, and Operational Standards and as amended from time to time.

7 SELECTION CRITERIA It is essential to respond to each criterion with one or two paragraphs explaining how you have demonstrated each particular skill or quality, and including examples from your work experiences. Short-listing of candidates will be based upon an assessment of how well the following selection criteria are addressed. Essential 1. Relevant IT Degree, Associate Diploma or Certificate 3 in Information Technology or demonstrated ICT Help Desk experience. 2. Demonstrated expert skills in and the ability to support Microsoft Windows Desktop and Office suite of applications and peripheral devices. 3. Demonstrated strong level of communication, negotiation and the ability to enhance the customer experience through coaching or training where possible. 4. Strong analytical and problem solving skills are a must. The ability to think outside the box is part of this as not all problems can be resolved through existing documentation and processes. 5. Demonstrated ability to plan and prioritise own work to meet deadlines and achieve outcomes. 6. C Class Licence. Desirable 1. ITIL Foundation, Cisco Certified Entry Networking Technician (CCENT), Microsoft Certified Professional (MCP) or Microsoft Technology Associate (MTA) certifications. 2. Demonstrated experience administering Aastra phone systems. 3. Skilled in and the ability to support the Technology One suite. 4. WordPress or SharePoint design and management experience.

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