INFORMATION FOR POTENTIAL APPLICANTS. Helpdesk Support Officer Senior Helpdesk Support Officer. Fulltime - Commencing December 2015

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1 INFORMATION FOR POTENTIAL APPLICANTS Helpdesk Support Officer Senior Helpdesk Support Officer Fulltime - Commencing December 2015 Thank you for your interest in Nazareth Catholic Community. When submitting your application please consider the following: Your application should include: A brief covering letter stating the position for which you wish to apply. A Curriculum Vitae listing three referees, relevant to the position, with phone numbers. Please ensure that you include your current employer. Please address the criteria noted in the Position Information Document and note your experience and skills in the area. Also include with your application, copies of relevant certificates and the completed Applicant Declaration Form. Please submit your application to: Mr Darren Bailey Business Services Manager E: to jane.fox@nazareth.org.au Applications close on Monday 9 November 2015 at 4.00pm. The panel will draw up a short-list of applicants for interview based on application. Normally, you will either receive a phone call or requesting that you attend an interview, or correspondence saying that you have not been short listed, within a week to ten days of the closing date for applications. I wish you well should you decide to proceed with your application. Yours sincerely Jane Fox Personal Assistant to the Director

2 We are a Catholic Community of welcome, connecting faith, family and education. SENIOR HELP DESK SUPPORT OFFICER Position Information Document The aim for the Adelaide Church, her schools, parishes and services is to collectively engage with families to create communities of faith and wellbeing. The Church s deepest desire is to connect across the lifespan of families from newborns and pre-schoolers, to primary and secondary students and into adulthood. Supporting families to make their lives happier and healthier as members of a vibrant Catholic community is key to living the vision of the Nazareth Catholic Community. The Nazareth Catholic Community brings together families from the Albert Park/Pennington, Flinders Park/Hindmarsh and Seaton parishes and engages with other parishes in the Western suburbs. Nazareth connects with families in a whole-of -life journey to minister to their needs, by providing a range of integrated services and opportunities to support the spiritual, social, emotional and intellectual growth and wellbeing of its family members. At the heart of Nazareth s vision is a community who gather in prayer and celebration, with the Eucharist, from which it draws it inspiration, as the focus. The Christian message, together with the Catholic Traditions and practices are evident in contemporary, relevant and diverse gatherings. Life- long opportunities for education and development are at the heart of this innovative endeavour. Name Position Title Senior Helpdesk Support Officer Stream Resources X Admin & Finance Curriculum Extension Boarding House Stream Grade: 3 Year: 1 Date of First Appointment: By negotiation Employment Category: Permanent X Replacement Temporary Casual Hours worked per week: Weeks worked per year

3 2 Broad Purpose The Senior Helpdesk Support Officer reports to the Network Manager and is responsible for providing a second level helpdesk service in an efficient and effective manner to support the Community s needs. The position provides support for a range of help desk duties and second tier ICT resolutions for students and staff. The role also assists maintaining ICT asset records, processes insurance claims and audio visual presentations. Key Working Relationships Internal Network Manager The Director Business Services Manager Nazareth Leadership Team ICT Staff Nazareth staff and students External Catholic Education SA ICT vendors Key Responsibilities/Duties Provide a second level help desk support for all staff and students. Oversee and support the first level help desk support. Resolve and assist diagnose hardware and software faults with technology devices (e.g. computers, tablets, smartphones, AV equipment, printers and photocopiers.) Assist to diagnose and resolve hardware and software faults with servers, switches, network infrastructure and connectivity. Identify reoccurring patterns of ICT issues and investigate solutions. Escalate complex isolated and reoccurring ICT issues to third level support. Monitor the help desk software to ensure jobs logged are actioned in a timely manner. Administer and maintain managed software. Provide an equipment repair service by working with the manufacturer including warranty claims and insurance in a timely manner. Maintain the asset management records using asset management software to ensure inventory information is accurate and up to date. Maintaining accurate and timely documentation including preparing Help and How to documents for users as well as contribute to our knowledge database. Image laptops when necessary. Assist with testing projects solutions prior to implementation. Oversee, setup, operate and maintain AV equipment for meetings, assemblies and presentations as required. Other duties as nominated by the Network Manager.

4 3 P E R S O N S P E C I F I C A T I O N S Be committed to the vision for Nazareth Catholic Community and have a good understanding of the Catholic tradition, culture and ethos. Demonstrate an understanding of, and commitment to, principles of social justice, gender and equity. Display initiative, confidentiality, professionalism and skill in carrying out the tasks associated with the position. Possess oral and written communication skills. Ability to work closely with other technicians and team members. Analyse and solve problems. Demonstrated experience maintaining a helpdesk service. Knowledge and experience of Microsoft Active Directory. Knowledge and experience of Microsoft Office. Knowledge and experience of ICT network infrastructure including LAN, WAN, WLAN. Knowledge and experience of information security and permissions. Knowledge of the principles for asset management. Experience in repair, insurance and warranty claims processes. Post-Secondary qualification in ICT (desirable). W H & S As a Worker, while at work you must Take reasonable care for your own health and safety. Take reasonable care that your actions or omissions do not adversely affect the health and safety of other persons. Comply, in so far as you are reasonably able to, with any reasonable instruction given by the employer. Cooperate with any reasonable policy or procedure that you have been informed of that is related to health and safety. Reference: Division 4, Section 27 and 28 WHS Act 2012

5 4 S P E C I F I C R E Q U I R E M E N T S Police Clearance to work in Catholic Education SA. Approved Responding to Abuse & Neglect. BELS First Aid. The position is required to work across both campuses. (Driver s licence is highly desirable.) Annual leave is generally not available during school term breaks. Some out of hours work including weekends will be required. The position participates in rostered set starting and finishing times. P E R F O R M A N C E R E V I E W The employee must undertake performance review on an annual basis. On the first anniversary of appointment and biennially thereafter, or at another mutually agreed time, consultation will occur between the employer and the employee to ensure that the duty statement is accurate. SIGNED Date (Business Services Manager) SIGNED Date (Employee) ROLE REVIEW DATE PERFORMANCE REVIEW DATE