Position Description. Southern Cross Grammar IT Helpdesk Technician

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1 Position Description Southern Cross Grammar IT Helpdesk Technician School Profile Located in Caroline Springs, Southern Cross Grammar features curriculum and pedagogy based on proven educational research combined with a global outlook. The school offers new opportunities and choices that are intellectually stimulating, progressive and exciting. We strive to open new doors for all of our students by recognising each student's personal achievements, goals and dreams. We see what's possible and then take each student on a journey to make it a reality. We believe in creating the very best possibilities for all of our students and look forward to our students, staff and families discovering this difference. Student Centred Vision The following student attribute statement represent the collective goals of the Southern Cross Grammar Passion, Futures, Thinking and Clinical Principles and are intended to continually guide and shape the journey of our learning community. Be an ethical, compassionate and socially responsible citizen. Have high aspirations, be curious about the world and demonstrate connectedness in a variety of ways. Actively listen to others and value different points of view. Accept responsibility and demonstrate accountability for your own learning. Understand your own talents, strengths and weaknesses, and be respectful of the rights and feelings of others. Be creative problem solvers and lateral thinkers. Take risks and value mistakes as an opportunity to learn. Be resilient, determined and to persevere through adversity. Question, investigate and reflect upon your learnings. Demonstrate leadership and entrepreneurial qualities. Staff at Southern Cross Grammar should not only support and guide students in achieving this vision but they should also demonstrate through action these values in all areas of endeavour. 1 P a g e

2 Position title Department Position reports to Direct reports to position IT Helpdesk Technician Corporate Services IT Manager Nil FTE 0.80 Classification Level 4 School Administration Services Grade 4 Key Duties Duties of the IT Helpdesk include, but is not limited, to the following tasks: System Administration Assisting with monitoring that the network is functional with user access controls in place to prevent unauthorised actions Updating website filtering systems under the direction of the IT Manager Provisioning of new user accounts and access under the direction of the IT Manager Management of distribution lists under the direction of the IT Manger Maintain the security and integrity of all IT equipment Reporting identified potential incidents of data breaches, privacy breaches, compromised security and general risk to the IT Manager to facilitate compliance Updating phone system names or extensions as required and liaising with Office Administrator for the provisioning of updated phone and office listings IT Support Providing a first point of call IT Helpdesk where support requests are documented and logged through the school s ticketing system and escalating issues where necessary Assist students, staff, board members and guests with WiFi connectivity whilst onsite Providing reliable, efficient and excellent customer service in the delivery of IT support services, escalating issues as required to the IT Manager Provide support to student Bring Your Own Device (BYOD) program to the extent of ensuring they have wireless network connectivity and can access school provisioned systems Providing full support for school provided staff devices, including actioning any software or hardware issues and escalating to external vendors or IT Manager as required Providing support to staff Bring Your Own Device (BYOD) program to the extent of wireless network and connectivity for tablets, or wireless network connectivity, setup, printer and fileshare access for notebooks Providing basic support to guests, consultants or contractors that have been authorised network access by the IT Manager in a minimalistic approach to ensure the security of the network Assist users with network credential issues including password resets, whilst encouraging best practice in the creation of secure and strong passwords 2 P a g e

3 Assisting users with use of the school s audio visual equipment to further enhance lesson, training and presentation delivery Develop an awareness of school specific systems including Synergetic, Parent Teacher Online, Schoolbox, Timetabler, Accelerus, Oliver and the School website under the guidance of the IT Manager to provide basic support to users with skill sets developed over time Providing troubleshooting and support for multifunction devices, including but not limited to clearing paper jams, replacing consumables, assisting with scanning and organising pickup of expended consumables Service Requests Proactively track, monitor and respond to service requests to ensure the reliable, efficient and secure utilisation of computing and audio visual resources for both staff and students Provide a summary to the IT Manager on a regular basis regarding service requests which have been active and unresolved for a certain period of time and escalate as required Support the implementation all audio-visual equipment throughout the School. This includes devices used to support e-learning delivery, implementation of related equipment and maintenance arrangements Infrastructure Training Working collaboratively with the IT Manager and other members of the IT Team in planning and documentation for the school s ICT Future Planning Auditing Wireless Access Point (WAP) availability and initial troubleshooting of offline WAPs as requested by the IT Manager to ensure network availability for end users Regular auditing of the school s audio visual equipment deployed across all areas, including but not limited to classrooms, presentation spaces and corporate services to ensure reliable and smooth operations at all times across the campus, as well as specific targeted audits as requested Monitoring of consumption of supplies for multifunction devices, regular audits of onsite stocks and ordering replenishments as required to ensure sufficient supplies are kept onsite Deployment and reimaging of the Standard Operating Environment (SOE) for school owned devices, as well as BYOD device restorations for models approved by the IT Manager Demonstrate a commitment to furthering personal learning through use of online materials and vendor accreditations as requested by the IT Manager Provide initial network, device, software and system introductions to new users of the school Assist in the introduction and initial training to students regarding the appropriate usage and expected standards of behaviour in regard to devices and services within the school as part of rollouts Providing training sessions with groups of students or staff as demand and need requires, as determined through regular support duties and finding common areas where additional knowledge is needed Diagnose and Resolve Problems Perform troubleshooting for desktops, laptops, and multifunctional printing devices and take the appropriate action to resolve any issues Ensure that whilst attempting to diagnose problems, conditions that would void warranties or service agreements are considered, and clarification sought prior to taking potentially voiding actions 3 P a g e

4 Hardware and software needs Assist staff with the installation of additional software packages for the benefit of a corporate or curriculum purposes with the approval of the IT Manager Work with the IT Manager to determine appropriate advice and recommendations to provide to staff in regards to devices and their Standard Operating Environment (SOE) Evaluate elearning technologies, tools and enhancements in conjunction with the IT Manager Participate in periodic audits of hardware assets to assist with determining purchasing requirements General Duties: Work cooperatively with other members of the IT Team Updating asset information as new hardware or software is purchased, ensuring that an accurate register exists at all times, as well as retroactively documenting existing hardware Scanning, sorting and organisation of hard copy documentation into digital document repository to ensure all information is centrally accessible Ensure the equipment deployments are tidy and aesthetically appropriate where possible, as well as maintaining tidiness and organisation of IT workspaces and server rooms Escorting and monitoring of external service technicians whilst onsite and ensuring that the appropriate visitor protocols are followed for the duration of their time at the school Having an awareness of health and safety in the environments the IT Team works within and maintains, and ensuring that the required standards are met Assist in keeping public areas including office / reception areas clear and professionally presented Provide first aid to students when required Other duties as required by the IT Manager 4 P a g e

5 Characteristics of Classification Staff are expected to: Use computer software packages, including desktop publishing, database and/or web software, at an advanced level Supervise and maintain hardware and software components of a computer network, with appropriate support for users Exercise judgement on work methods and be able to prioritise tasks with specified timelines and standard practices and procedures Manage enquires from students, parents, employees and the general public Support other staff members where required in completing tasks Exercise judgement in identifying constructive solutions to issues as they arise. The staff member should consult with other team members and/or manager where required Qualifications and Position Requirements All staff must hold a current Working with Children Check A qualification in information technology or equivalent industry certification and work experience in the provision of IT Services Support and Helpdesk Services A working knowledge of PC hardware including peripherals (e.g. printers, mobile devices, notebooks, phones) Demonstrated interpersonal and customer service skills, including excellent phone manner Able to work effectively and cooperatively within a team environment Ability to remain calm, prioritise requests and solve enquiries in a quick and efficient manner Proficient in end user operating system environments as well as Microsoft Office suite of applications Current Victorian Drivers Licence High attention to detail Key Contacts IT Manager / Corporate Services Manager Other Corporate Services team members Staff and school community Conditions of Employment A salary will be paid according to qualifications, experience and demonstrated capacity to achieve outcomes. Salary packaging benefits, state-of-the-art facilities, quality staff professional learning and leadership opportunities. Employer superannuation contributions as prescribed under the Superannuation Guarantee legislation. Employment and leave provisions as outlined in the National Employment Standards (NES). Southern Cross Grammar is an equal opportunity employer. Document Date Department Manager Approval Principal Approval 22 November 2018 Corporate Services 5 P a g e

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