The Information and Technology Services Branch, in which the role of ICT Support Officer is under, provides information management and technology services to the Department of Premier and Cabinet, including TMD and Ministerial Support Offices.
ITS is divided into four functional areas to achieve this:
- Online Services: responsible for the technical development, management and support of websites, web applications and multimedia services.
- Records and Information Management Services: responsible for the front-end management and support of the Agency’s Records Management system and the records it holds. This includes the management of archival and disposal of records in accordance with legislation and Tasmanian Archives and Heritage Office guidelines.
- IT Client Services: responsible for front-line support of all clients of ITS, including hardware and software support of PC and mobile devices, tier 1 fault diagnosis and resolution, and escalation of faults to higher tier support.
- Infrastructure and Systems support: responsible for supporting back-end systems and infrastructure including software management systems, corporate business systems, infrastructure systems, networks and IT security.
In addition to managing these core services, the Information and Technology Services Branch is actively involved in the development of policies, procedures, support tools and advice in the areas described above.
Position objective:
Provide the first point of contact for information technology help-desk and client services support for Agency clients and infrastructure.
Duties:
- Provide a high level of client support, technical expertise and fault diagnosis in an efficient and timely manner in accordance with Service Level Agreements.
- Undertake analysis and support of tasks associated with hardware and software installation, maintenance and procurement.
- Undertake tasks associated with the continual improvement of ICT Services, Business Applications and software applications including support, solution provision and assistance with IT projects and initiatives.
- In conjunction with other members of the Information & Technology Services (ITS), contribute to the documentation and implementation of appropriate standards and procedures for ITS.
- Contribute to the skills and development of client knowledge and expertise.
- Perform other duties as assigned in accordance with the skills, competence and training of the occupant.
- The incumbent can expect to be allocated duties, not specifically mentioned in this document, that are within the capacity, qualifications and experience normally expected from persons occupying positions at this classification level.
Level of responsibility:
The ICT Support Officer is responsible for the timely and accurate completion of ICT tasks as directed. The occupant is expected to use initiative, exercise discretion and flexibility and operate with a significant degree of independent judgement on non-standard issues.
The occupant is expected to liaise with internal and external stakeholders, including contractors and senior staff both inside and outside the Department.
Reporting structure:
The ICT Support Officer is responsible to the Team Leader, IT Client Services and will receive broad direction in relation to undertaking the duties and responsibilities of the position.
As the ICT Support Officer gains experience, the occupant will gradually receive less routine supervision as skills development and experience is acquired.
Selection criteria:
- Technical knowledge of and practical experience in supporting computer hardware, application and operating system software, and associated local/wide area/remote networking.
- Sound client service and communication skills with the ability to follow written procedures and work effectively as a member of a small team to deliver accurate, complete and consistent outcomes to clients.
- Ability to diagnose and provide solutions to technical problems associated with computers operating in a local area network, taking account of established technology, work methods, policies and procedures.
- Ability to prioritise, plan and complete a variety of tasks within pre-determined timeframes.
Desirable requirements:
ICT related qualifications including industry certificates or progress towards qualifications gained through satisfactory completion of an appropriate course of study at a certificate IV level or above.
Hours per fortnight
Up to 73.5 hours – flexible options available.
How to apply
Electronic submission of application is preferred.
You will be prompted to complete a 1-2 page short application outlining your experience, skills and knowledge as they relate to the Statement of Duties and a resume.
Please note that we do not require a separate statement addressing the selection criteria.
If you have any difficulty uploading your application, please contact us prior to the closing date on (03) 6270 5607 or (03) 6270 5599.
For more information
Di Ring
Team Leader IT Client Services
dianna.ring@dpac.tas.gov.au
Phone: 0429 680 220
