POSITION DESCRIPTION: 3rd Level ICT Service Desk - Windows

REVIEWED: MAY 2017

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P O S I T I O N D E S C R I P T I O N

Third Level Service Desk Technician – Microsoft Windows

Position Title: Third Level Service Desk Technician – Microsoft Windows

Reports To: ICT Service Desk Team Leader

Hours: 8:00am – 4:00pm

Location: Kew Campus

Carey Charter

POSITION DESCRIPTION: 3rd Level ICT Service Desk - Windows

REVIEWED: MAY 2017

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Purpose of Role To provide a high-level customer-focused Microsoft Windows operating system administration and support service for the greater Carey community to maximise the effective use of ICT systems.

Primary Responsibilities

• Provide advanced technical assistance and support to staff, students and the wider Carey community

• Develop computer images and software deployment for the Digital Learning Program • Administer Microsoft System Centre Configuration Management (SCCM) application for

device management and software deployment to ensure the Carey environment is secure and up to date

• Microsoft Office 365 administration • Various learning applications • Document all interactions in the helpdesk software ‘Assist’ including asset tracking • Deploy and manage Antivirus software • Manage group policy • Effective troubleshooting of problems including notes prior to escalation • Basic network troubleshooting as required • Liaise with external vendors as required • Software and hardware testing • School bell and phone management • Other duties as required

Key Accountabilities • Customer Service, people skills • Provide 3rd level support to internal customers, assisting them with hardware, software,

audio visual, network and communications problems by phone, email and desk-side support

• Organisational abilities to ensure requests are prioritised accordingly and all requests for assistance are logged and administered using the Carey Assist application

• Windows operating system security including desktop anti-virus • To comply with, and actively support, all the organisations policies and procedures, and

in particular those relating to the delivery of ICT services and information security as outlined in the ICT Guidelines

• To actively engage in personal development within the role, and to pursue appropriate qualifications/training as agreed.

POSITION DESCRIPTION: 3rd Level ICT Service Desk - Windows

REVIEWED: MAY 2017

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Skills & Knowledge • Minimum 5 years’ experience in supporting a Microsoft Windows computer environment. • Proven abilities and experience in administration and customer service • Demonstrated experience in various software application support • Excellent analytical, conceptual and problem solving skills • Strong organisational skills and motivated work ethic • Be able to work effectively and collaboratively in a team environment • Able to work within tight deadlines in a dynamic environment achieving measurable

results • The ability to build rapport with customers to promote understanding of customer needs

to actively seek information about the situation and challenges of other departments and external customers to improve the quality and timeliness of service delivery

• Experience administering and troubleshooting SCCM and Office 365 • Experience administering and troubleshooting MS Exchange and Active Directory • Superior understanding of the MS Windows environment • Accuracy and attention to detail • Demonstrated oral and written communication skills and a friendly attitude are essential • Current Australian drivers licence • Valid Working with Children check

Carey has zero tolerance for child abuse and is committed to acting in the best interests of children and to keeping them safe at all times. Carey Baptist Grammar School reserves the right to modify position descriptions as required. Staff will be consulted when this occurs. The School performs thorough assessments of potential and existing employees. The screening process includes, but is not limited to, Criminal Records Checks and Working with Children Checks.