St Aloysius College ROLE PROFILE Title Information Technology Support Officer Date of last review February 2014 Reports to Accountable to Incumbent Director of Finance (for practicality purposes this is delegated to the Director of Information Technology) College Principal TBA (Signatures) (Name of Incumbent) Date Mr Mark Tannock College Principal Date St Aloysius College ( the College ) may review and vary this Role Profile as required, after appropriate consultation with the incumbent, in response to the changing needs of the College. Role purpose/objectives The Information Technology Support Officer gives expression to the College s vision and mission by assisting the College in the development and implementation of information technology (including multi-media) initiatives and services to the College community; modelling professional conduct and practice in accordance with the responsibilities and core competencies of the position and as a member of the College community; implementing College policies, procedures and guidelines as amended or replaced; and performing all duties imposed by law as amended or replaced. Key function area responsibilities Perform the complete range of support activities involved with the Information Technology function within the College. Such activities include: Page 1
provide advice and guidance to users of the College s information technology systems to ensure they operate in an effective manner and that problems with use are promptly resolved; monitor the Information Technology Help Desk and resolve and troubleshoot problems associated with the operation of the College s information technology systems, including, software support, network access support, and hardware support and maintenance; assist with the College s preventative information technology maintenance programme, including: maintain the serviceability of all information technology equipment in offices, staff rooms, Departments, libraries, and computer laboratories, conduct routine maintenance on printers, photocopiers and other equipment that has a prescribed maintenance cycle, including, toner replacement, conduct regular software installations, upgrades and service packs on operating systems and application software under proper licensing arrangements; provide visual/projector support in the classroom, where required; manage the usage and purchase of computer consumables, for example, toner; maintain and update the College s information technology systems to ensure that the information they contain is accurate and functional, including, user account maintenance (photocopier PINs etc); assist with training on a range of information technology matters associated with the College s systems; assist with the coordination and support of information technology service-related projects, including: problem reporting and management, quality assurance, change control, project/system documentation, backup and recovery procedures, general administrative duties; provide direct information technology support to students, where required; assist the Information Technology staff in forecasting and planning the future information technology needs of the College; Page 2
(applicable to all Business Office staff) clear fax machine and distribute to pigeon holes all incoming/sent faxes; and assist the Director of Information Technology by recommending systems improvements and areas of potential savings for the College. As a member of the College community, perform, and is accountable for other responsibilities and activities allocated by the Director of Information Technology, Director of Finance or Principal, or others as delegated, to support the effective operation of the College. Such responsibilities include the work health and safety ( WHS ) responsibilities of staff at the College, which include: Supporting the implementation of the College s WHS management system and safety culture; and Complying with College policies, including WHS policy, procedures, guidelines and reasonable instructions to promote the safety culture. Core competencies College environment Stakeholder service Confidentiality Initiative Adaptability Organisation and time management (including multi-tasking) Communication (oral and written) Behavioural statements In-depth understanding of the College s vision and mission, and Strategic Management Plan as it pertains to the role. Demonstrates an empathic, effective relationship with students, parents, colleagues and members of the wider College community, and provides a high quality, timely service that satisfies their needs. Demonstrates an appreciation for the sensitivity associated with the work of the position, and respects at all times, the confidentiality of information and documents to which one has access in the course of, or arising from, employment with the College and the performance of the position. Exercises discretion with sensitive issues. Shows resourcefulness, creativity and self-reliance in undertaking tasks and tackling problems, and works with minimal supervision/guidance. Copes with changing circumstances, adopts flexible approaches to different situations and problems, and is open to continuously improving methods of completing tasks. Prioritises and organises tasks, and meets the changing demands of the position in a timely manner. Writes and listens effectively, logically, and responds to others in a tactful and courteous manner, modifying communication to take into account various people s needs, particularly students and staff. Page 3
Team work Computing / equipment Behavioural statements Attitudes and actions take the rest of the team into account, and contributes to team performance and team morale. Demonstrates high-level skills in word processing, spreadsheets, and database management, as applicable to the position. Industrial instrument The position is subject to regulation by the St Aloysius College, Milsons Point (Support and Operational Staff) Enterprise Agreement 2015-2017 ( the Enterprise Agreement ) as amended or replaced. The incumbent should appreciate that the Enterprise Agreement may also cease to apply. Two key provisions of the Enterprise Agreement pertaining to the position are as follows: the position is classified under the Enterprise Agreement as Senior Clerical Officer (Level 3); and the position is required to work during school Terms and pupil vacation periods. Special requirements The position shall be required to work flexible hours to service the College s various activities, which shall include occasional evening work. Selection criteria Knowledge Demonstrated knowledge of: the mission and values of the Catholic Church; school operations; basic networking principles; Apple OSX and IOS, and Microsoft Windows 7 operating systems; creating and deploying images to Windows and Apple based computers; installing and supporting College-owned software, for example, the Microsoft Office software suite; and WHS principles and practices to ensure work is conducted in a safe manner. Page 4
Skills Demonstrated ability in: customer service and Help Desk support; stakeholder relationship building and management; using initiative (working with minimal supervision/guidance), adaptability and team work; customer service approach to problem solving; listening, and through foresight and applying analytical and problem-solving skills, making judgements and recommendations for handling matters; applying a methodical approach to work, with a key focus on follow-through; organisation and time management; effective communication (oral and written) and mature interpersonal skills, particularly modifying style and approach to meet the needs of various people, particularly students and staff; documenting clearly and efficiently; maintaining confidentiality and exercising discretion with sensitive issues; effective and efficient conflict resolution; and computer usage, with word processing, spreadsheets, database management and presentation packages, as applicable to the position. Experience Demonstrated experience in: first contact support and Help Desk support; roles involving significant organisation and wider community liaison; and supporting people from diverse backgrounds in the use of information technology, in their roles through the application of appropriate learning principles and techniques. Qualifications (Desirable) Relevant post-secondary qualifications or industry certification; and Willingness to undertake specific training in computer hardware and software for the purposes of instructing students and staff in their use. Page 5