Position Description For ICT Officer Support Information, Technology and Communication Department Hobart Programme: ICT Services Unit Location: Based in Hobart with travel within Tasmania Reports To: ICT Manager Approved by: Business Manager, Archdiocese of Hobart Version: May 2016 Full Time Equivalent: 1 FTE Context: The Archdiocese of Hobart is the expression of the Catholic Church in Tasmania. The Information Technology and Communication (ICT) Services Unit sits within the Corporate Services area of the Archdiocese of Hobart. The Unit is responsible for the provision of ICT advice, implementation and delivery of systems, services and support to the Archdiocese of Hobart and some of its Agencies and related entities. The ICT Service Unit assists in realising the mission of the Archdiocese of Hobart by providing supporting business solutions, infrastructure, systems and communications to enable staff in the effective carriage of their work. Key attributes of ICT team members include dedication, effective communication, a positive attitude and adaptability. The Unit is based at Hobart and supports users across the state. The Active Directory network spans seven (7) connected sites and many standalone sites across the State. The major sites are located in Launceston, Burnie, Devonport, Bridgewater and Hobart. ICT services are delivered to a broad range of businesses and Church agencies including CatholicCare Tasmania and Parishes. Support is also provided to other church welfare agencies affiliated with the Archdiocese. Primary Objectives: The ICT Officer Support is accountable to the ICT Manager. The role will assist in the smooth delivery and development of ICT and business services to the Archdiocese of Hobart and its entities, by contributing to the overall effective management and development of ICT client service delivery state-wide. Support of services include, hardware, software, networking and service implementation. The position will support the ICT Manager by providing proactive operational support across the ICT environment The key responsibilities include: Front line client-focussed operational support to staff Administration and monitoring of requests logged through Helpdesk system Assist with Active Directory account management Administration and maintenance of hardware and software inventory Administration and maintenance of client infrastructure, system and application deployments Assist with network and system builds 1 P a g e Position Description: ICT Officer - Support Version date: May 2016
Major Accountabilities: 1 Interpersonal and communication a. Demonstrated good written and verbal communication skills; a. Ability to converse and communicate with a broad range of clients with different backgrounds and levels of ICT knowledge b. Ability to accurately and clearly document and record work b. Demonstrated active listening skills; a. Ability to clearly follow directions and business processes b. Ability to clearly understand business, project and/or user requirements c. Exhibits a stable, proactive, positive and helpful manner within the ICT Team d. Possesses a consistent commitment to high quality work output and customer service a. Ability to accurately complete tasks b. Ability to follow through to achieve customer satisfaction e. Exhibits effective time management and organisational skills a. Ability to set priorities and meet deadlines b. Ability to be flexible where required c. Ability to communicate changes effectively and keep all parties informed f. Collaborative and capable of regular reporting of work progress 2 Professional/technical elements: a. Deliver professional frontline level 1 and 2 technical and client support in areas covering: user account management, hardware, network, software application and systems delivery; b. Provide professional and courteous support to ICT clients, ensuring issues/requests are communicated clearly, and solutions are accurately documented within the ticketing system a. Administer and Monitor client Helpdesk system; b. Accurately log information, actions and tasks into ticketing system c. Respond quickly to client needs, their reactions and feedback d. Reduce help desk response times and prioritise support requests. e. Provide timely resolution of issues or escalate accordingly f. Manage vendor warranty jobs c. Manage and maintain asset and software lifecycle inventory for all ICT purchases. a. Accurately record new assets into the inventory system within agreed time frame b. Actively and accurately record changes to physical and software assets lifecycle c. Actively maintain Software licences register d. Effectively administer mobile devices e. Accurately update systems with changes to user and computer accounts d. Actively administer and maintain client infrastructure, system and application deployments; a. Use and configure System Centre Configuration Manager 2012 R2 for the purposes of deploying client Operating Systems, applications and updates; as well as producing reports and identifying system trends. b. Proactively update and administer Active Directory account management properties c. Install and configure computer hardware, operating systems and applications d. Identify, analyse and troubleshoot client connectivity issues e. Identify and troubleshoot client system and application issues. f. Undertake routine maintenance and patching of equipment, software and peripherals g. Apply optimal solutions based on research and use of expertise e. Monitor client systems for security and software compliance anomalies. f. Develop and deliver training including support materials for staff in system usage and improvements 2 P a g e Position Description: ICT Officer - Support Version date: May 2016
g. Produce documentation, guides and support materials at a presentable level appropriate to the target audience h. Undertake analysis and recommend solutions, on the application of current and new techniques and solutions for the support, maintenance and efficient management of the ICT environment i. Engage as an active and knowledgeable participant, in the research, identification and evaluation of new technologies that may support and benefit ICT service delivery j. Participate in the review and formulation of policies, standards and processes to enable effective delivery and operation of the ICT Services k. Undertake any other ICT duties or responsibilities as requested by the ICT Manager. 3 People management or teamwork activities: a. Promote collaborative team culture amongst ICT team by assisting and being willing to be assisted by other members so that overall objectives across ICT services can be met b. Actively participate in team and project meetings sharing knowledge and expertise c. Proactively collaborate with the ICT Manager on solutions or issues identified d. Regularly report and communicate with the ICT Manager in regards to work. 4 Compliance requirements and quality control activities: a. Accurate recording of work phases including: planning prior to project undertaking or system testing; Issues during implementation; configuration, deployment and review of system performance after deployment b. Production of technical documents including, build, testing and change requests. c. Actively contribute to the preparation and review of ICT maintenance programmes d. Consistently record all work accurately at a professional standard within the relevant systems and within appropriate service agreements e. Follow set processes, change requests and procedure f. Perform operations, maintenance and troubleshooting, taking a proactive approach to identify recurring problems and report results to the ICT Manager g. Actively contribute to the continuous improvement of services provided by ICT Services Unit h. Support of ITILv3 principles and adoption of formalised processes. 5 Personal accountability level: a. Demonstrate a consistent high standard of ethics and integrity in all dealings. b. Consistent quality assurance in work outcomes c. Deliver on client follow-up to ensure satisfaction with resolutions, work and service provided. d. Accurate monitoring and administration of Archdiocesan infrastructure and systems e. Diligence with management of changes affecting ICT infrastructure and that such changes take place in a controlled and auditable manner f. Production of accurate and detailed quality technical and How to documents g. Professional work attitude and appearance h. Proactive approach to personal and professional development. Risk and Workplace Health & Safety: The Archdiocese of Hobart is committed to ensuring that our operations at all Agencies are conducted with proper regard for health and safety of all. 3 P a g e Position Description: ICT Officer - Support Version date: May 2016
You are required to observe safe work practices in accordance with training and instruction given and report any risk to your immediate supervisor. Risks arising in the workplace may be financial, site, task or person specific or related to safety. All employees of the Archdiocese of Hobart will conduct themselves responsibly with proper respect for established rules and procedures and they will consistently perform their jobs with proper regard for the health and safety of others. We expect all employees to participate in and contribute to Workplace Health and Safety activities, including participation in the consultative processes provided by the organisation, to ensure a safe work environment for clients, our community, employees and visitors. Key Communications Linkages: The ICT Officer reports and is accountable to the ICT Manager. The position will be required to communicate effectively and work closely with the ICT Manager and other team members. This position may also be required to provide reports to Business Managers and Agency heads. The position holder will be in regular communication with Archdiocesan and CatholicCare Agency staff, Priests, Religious, Parish staff, other external Catholic organisations, suppliers, service providers and vendors across the state. Job Environment: a. This position requires some lifting and bending as part of the commissioning, migrating and decommissioning of hardware, audio equipment and network infrastructure, this may include some heavier servers or equipment b. The position requires movement of users desktops and setting up equipment in specified rooms c. Close work using non electrical tools d. Periods of sedentary work while providing phone and email support to clients e. Some travel within the State as required. 4 P a g e Position Description: ICT Officer - Support Version date: May 2016
Selection Criteria Essential requirements An understanding of, and commitment to, the operations of the Catholic Church and a commitment to the philosophy and core values of the Archdiocese of Hobart. Essential background: Information Communications and Technology Certificate IV Qualification (Networking) or Client Support Minimum three (3) years demonstrable experience in network, client and infrastructure support; Current Tasmanian Motor Vehicle licence. Demonstrated good communications skills: Ability to clearly communicate technical requirements and information to an applicable audience; Comfortable liaising with clients and staff of varying expertise and seniority; Demonstrated consistent accuracy of work recording and documentation; Ability to understand and clearly follow verbal and written directions. Demonstrated ability to work collaboratively, autonomously and within a small team environment; Proven record of delivering quality results within agreed timeframes: Proven ability to plan, allocate, control and prioritise work activities in order to meet deadlines and agreed time frames. Demonstrated technical understanding of ICT infrastructure including application, software, network, desktop, server, and virtualised environments: Proficient understanding and knowledge of Windows software applications and client operating systems, such as Office 2013 and above and Windows 8.1 onward; Good Knowledge of Windows Active Directory Services and Account Management; Good knowledge of client equipment imaging, deployment and maintenance systems. Good technical background and understanding of network protocols, wireless technologies and ability to systematically troubleshoot issues; Good technical background in hardware diagnostics and supporting client peripherals including audio systems Ability and willingness to undertake the relevant employee screening processes, including the provision of a National Police Criminal History Check, satisfactory to the Archdiocese of Hobart. Desirable qualifications and experience Tertiary qualification in Computing Recent industry qualification in either server, networking or virtual/cloud computing; Understanding of ITIL v3 framework (foundations); Demonstrated experience in one or more Microsoft Server Application implementation and management Demonstrated working knowledge of Windows System Centre Configuration Manager 2012 R2 Server o Deploy client Operating Systems, applications and updates; o Produce reports and identifying system trends. Understanding of PowerShell and /or HTML5. 5 P a g e Position Description: ICT Officer - Support Version date: May 2016