technology-support-officer-rd

Technology Support Officer Position Description Role Description The role of the Technology Support Officer is primarily to provide 1st and 2nd level technical support to staff and students of Queenwood so that they may use technology to support and enhance their work and education. The role acts as the “Front of House� for the ICT Support Service (Helpdesk), triaging all requests before troubleshooting, responding and/or escalating as required.

Reporting Relationship The role reports to the Head of ICT and ultimately to the Principal.

Duties and Responsibilities - Actively support the Queenwood values of Truth, Courage and Service, supporting the ethos of the school.

- Log and triage all requests as received, whether they be in person, via telephone, email or other means.

- Troubleshoot assigned requests with a focus on the determination of a root cause.

- Respond to all support requests and queries in a timely, friendly, professional and supportive manner, escalating as required.

- Assist in maintaining a welcoming and inviting IT Department.

- Support the rollout of software and systems, including the installation hardware and deployment of images.

- Assist in the accurate maintenance of the IT Asset Register.

- Perform routine maintenance and repairs to hardware, including replacing parts and installing new equipment.

- Liaise with vendors as required.

- Monitor and manage technology consumables.

- Proactively contribute to the development of IT processes and procedures, including relevant support materials and documentation.

- Maintain a sound working knowledge of technology and systems relevant to the role - Keep abreast of new and emerging technologies.

- Maintain and contribute to a safe working environment by following all WHS policies and identifying and reporting unsafe work practices, equipment or facilities.

- Any other duties as assigned by the Head of ICT and/or the Principal

Qualifications and Experience Essential o

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No less than two years of experience in general computer installation, maintenance, troubleshooting and project implementations, customer service and support, in a busy, service-oriented environment A mix of technical certifications, service certificates (e.g. ITIL), IT tertiary qualifications, or an equivalent level of practical skills and experience Recent experience supporting and maintaining Windows based end-user computing devices such as laptops, desktops, tablets and other portable devices Basic working knowledge and understanding of networking concepts including switching, routing, wireless, DHCP, VLANs, DNS etc Recent experience supporting and maintaining photocopiers and printers including consumables and parts NSW Class C Drivers Licence or Equivalent

Desirable o o

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Experience working in a K-12 educational environment, especially one where students utilise BYOD to support their learning.

Recent experience supporting and maintaining Apple (Mac OS / OS X and iOS) end-user computing devices such as laptops, desktops, tablets and other portable devices Recent experience supporting and maintaining Audio Visual systems, including interactive and non-interactive, projectors and display panels Understanding of cloud services such as Microsoft Office 365 and Google G-Suite Experience in using MDM and Deployment tools such as Casper / JAMF Pro, Microsoft SCCM and Microfocus Zenworks.

Personal Attributes - Infectious passion for technology, especially in an education and administration context - Service focussed with a passion for resolving issues in a practical and innovative manner.

- Highly motivated with a strong “can do� attitude - Engenders mutual respect with students, staff and parents - A clear and concise communicator, in both technical contexts and nontechnical situations; online, in writing, in person and via telephone.

- Willingness to work productively as part of a team and also independently without direct supervision.

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A demonstrated desire and ability to develop knowledge and skills, especially in relation to the key responsibilities of the role.

Able to work under pressure and adapt to change whilst maintaining a high level of customer service and accuracy.

Flexible and responsive to the needs of the school community and is driven to achieve the best outcomes for the school Well-developed analytical, diagnostic and problem solving skills.

Willingness to participate in all aspects of IT service delivery in a large organisation.

Closing date for applications is Friday 11th August at 5pm.

PLEASE NOTE THAT QUEENWOOD ONLY ACCEPTS ELECTRONIC APPLICATIONS  

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Applications should include: In accordance with Child Protection legislation, all people seeking child-related employment are required to complete a Working with Children Check clearance prior to employment at the school Resume & cover letter addressing the criteria / position requirements Your email address Names and phone numbers of three confidential referees Applications to be emailed to: Assistant.to.DoC@queenwood.nsw.edu.au