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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:

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 Person

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) 4783 9800 or Council’s website www.burdekin.qld.gov.au.

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 2015. Word or PDF format is preferable.

For further information please contact Mr. Dirk Dabelstein – ICT Coordinator on (07) 4783 9800.

POSITION DESCRIPTION

POSITION TITLE: ICT (Information and Communication Technology) Help Desk Support Officer

POSITION NUMBER: 20039

AWARD: Queensland Local Government Officers Award - State

CERTIFIED AGREEMENT: Burdekin Shire Council Enterprise Bargaining Agreement

AWARD DESCRIPTOR LEVEL: Level 4

REPORTS TO: ICT Coordinator

PLACE OF EMPLOYMENT: 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;

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

POSITION REQUIREMENTS

Knowledge

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

Skills

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

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

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.

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.