ROLE STATEMENT Role Title: Department: Location: Reports to: IT Support Officer Finance and Administration Brisbane IT Manager SU QLD Vision & Mission Our mission is to bring God s love, hope and good news to children and young people and their families. Our vision is to see each child and young person connected and supported in community, serving others, and experiencing fullness of life. SU QLD is an inter-denominational Christian organisation which has worked in schools for more than 80 years and has successfully employed chaplains since 1990. We have more than 700 people and a highly valued network of 3500 volunteers. Purpose of Role This role provides customer service, troubleshooting, IT asset management and training for IT systems users and stakeholders. This role shares some basic system administrator duties. You will provide IT support to office and regional employees (primarily in Queensland). We also have IT support and solutions agreements with SU in several other states. Key Relationships Internal o Director of Finance & Administration o IT Manager o IT team o SU QLD chaplains, field and office employees External o LCC committee members o SU employees in other states o IT suppliers 2017 10 17 IT Support Officer.docx Page 1 of 5
Key Accountabilities Expected Outcomes 1. IT support Working as part of the IT team to provide tier 1 phone and email support to the office staff in Brisbane, regionally based field staff and other stakeholders, both locally and remotely Support may include but is not limited to: laptop, desktop, desk/mobile phone, printer, intranet, troubleshooting, hardware connectivity and issues accessing web based technologies. Advise customers of job progress and workarounds where necessary. 2. Equipment maintenance Setup new equipment, including mobile phones, desk phones, laptops and desktops. This includes both physical setup and SOEing of hardware Organise repairs to equipment when required Keep track of all IT assets and equipment owned by SU QLD Decommissioning, secure erasure and sale of IT equipment once it is out of warranty, including sale on ebay, Gumtree or similar sites. 3. Purchasing, acquisitions and recurring invoices Raising payment requests to the Finance department for regular invoices using appropriate account codes with reference to the budget Purchasing of minor equipment needs on an ongoing basis Researching new equipment or software to meet requirements set by the IT department, including requesting and preparing quotes from various suppliers. and o Internal/external stakeholders Responds to IT issues promptly and professionally in a clear and easy to understand way. o All mobile phones, desk phones, laptops and desktops are deployed in a timely manner, accurately tracked in the asset register, and repairs are quickly organised as necessary. o Invoices are accurately charged to the appropriate accounts as per the budget and are paid on time o Minor equipment is purchased before shortages occur o Competitive pricing is found for larger purchases as requested by other IT staff 2017 10 17 IT Support Officer.docx Page 2 of 5
4. IT systems administration The IT Systems Administrators are responsible for the management and backup of SU QLD s essential technology-based services, the IT Support Officer will need to perform basic systems administrator duties on a regular basis. These will include: Documentation of IT procedures, policies & system changes Development and maintenance of the standard operating environment Create, update and delete user and email accounts as staff changes occur Regularly update client software using MSI deployment and WSUS Regularly audit client software licensing requirements Regularly perform and verify backups Minimal after hours support may be required from time to time. 5. Staff induction & training Training of individual staff as required Staff Induction to IT systems, including standard SU QLD hardware, software and online systems Group training of users in specific technologies. 6. Team contribution Contribution to the team, and in wider organisation-based activities Comply with WH&S requirements Contribute at team meetings Provide back up to other team members as required Participate in wider organisation-based activities and learning opportunities Comply with WH&S policy and procedures Protect own health and safety Protect safety of others Report hazards, risks and all incidents. o User and email accounts are created, updated and deleted as staff changes occur o Software is kept up-to-date and software licensing requirements are met o Regular backups are performed and verified o All staff are trained, in a non-technical language they can understand, in the use of SU QLD IT resources during induction and on an as-needs basis. o Positive feedback from Department Executive/Direct Role Supervisor and relevant colleagues 2017 10 17 IT Support Officer.docx Page 3 of 5
Qualifications At least one year of experience working in an IT Support role Competency Technical / Professional Written communication Oral Communication Teamwork (cooperation) Flexibility / Adaptability Attention to detail Analysis (problem identification) Judgment (problem solution) Definition Having achieved a satisfactory level of performance in specific professional /technical areas. This should include specific experience and specific professional know-how, including: o Basic Windows Active Directory administration o Linux familiarity desirable (Ubuntu/CentOS) o HP ProCurve switches, WAC and WAPs would be advantageous o MSI packaging and network deployment o VOIP phone systems o Google Apps o OTRS ticket system o ICT Protege alarm system o Aurion o Android o Desktop and laptop SOE Expressing ideas clearly in any written format (memo, email, letter) that have the appropriate organisation and structure. Active participation in discussions, exchanging thoughts and information, receiving and delivering instructions across the whole organisation and communicating it in varying degrees of complexity. Active participation in, and facilitation of, team effectiveness; taking actions that demonstrate consideration for the feelings and needs of others; being aware of the effect of one's behaviour on others. Is open to change, can think independently, and will champion new methods if they are proven to be better than the status quo. Accomplishing tasks through concern for all areas involved, no matter how small, showing concern for all aspects of the job; accurately checking processes and tasks; maintaining watchfulness over a period of time; completion of actions until the desired objective is achieved. Securing relevant information and identifying key issues and relationships from a base of information; relating and comparing data from different sources; identifying cause-effect relationships. Committing to an action after developing alternatives that are based on logical assumptions and factual information, and taking into consideration the resources available, also operational constraints and organisational values. 2017 10 17 IT Support Officer.docx Page 4 of 5
Additional Requirements SU QLD requires that the incumbent to be: 1. able to subscribe to the aims, beliefs and working principles of SUI 2. able to demonstrate a living and personal relationship with Jesus Christ 3. able to show strong Christian character evidenced by servant leadership, valuing of people in general and marginalised people in particular 4. a respected member of a local Christian church we recognise 5. a holder of a Blue Card from the Blue Card Services Department for the purposes of child related employment 6. willing to work under SU QLD s Staff Code of Conduct Developed by IT Manager & People Services Business Partner Checked by Employee Relations Manager Approved By Director of People Services Effective Date 16 October 2017 2017 10 17 IT Support Officer.docx Page 5 of 5