Technical Support Officer, Offender Digital Services

**Technical Support Officer, Offender Digital Services**
- **Location - Parramatta (with flexible work arrangements)**:

- **Temporary full-time for up to 12 months with the possibility of extension**:

- **Salary - $89,707 - $98,982 plus leave loading and super**

**Your role**

The Offender Digital Services (ODS) team is responsible for the delivery, support, and maintenance of the CSNSW offender digital systems. The Offender Digital Services portfolio consists of initiatives and systems such as offender telephony, in cell technology for offenders (Tablets / IPTV’s) and the offender access to computers program.

The Technical Support Officer ODS is responsible for providing broad-ranging support to the ODS Service Team. This ranges from assisting users utilising a range of media (including the infrastructure environment and software) to troubleshoot and resolve issues and service requests of moderate complexity whilst providing a high level of customer service. The role is also required to develop a detailed understanding of the ODS products and liaise with business representatives for issue triage and resolution.

However, in addition to the Technical Support Officer ODS key accountabilities outlined in the attached role description, the role will also be required to support the Inmate Learning Management System (LMS), a secure online platform that will provide inmates with the ability to access education, programs, and training material across multiple devices, which include the Offender Tablets, IPTVs and the Offender Computers.

**What you’ll do**
- Deliver Tier 2 phone and/or in-person support to users in line with agreed organisational Service Level Agreements (SLAs).
- Maintain and support ongoing operations throughout DCJ by undertaking a range of ICT support tasks, including investigating problems, assisting with the implementation of agreed remedies and preventative measures, conducting tests, correcting malfunctions, and documenting results in accordance with agreed procedures.
- Investigate minor security breaches in accordance with established procedures and record findings to improve overall ICT security.
- Ensure user access rights and privileges and operate logical access controls and security systems in accordance with agreed policy and standards.
- Install or remove hardware and/or software, using supplied installation instructions and tools, to meet business needs and with mínimal disruption to operations. Ensure appropriate Asset and/or Configuration Item (CI) records are updated and maintained in agreed repository.
- Utilise appropriate tools and methods to address user support queries and return user’s ICT systems and networks to optimum efficiency.
- Manage set-up activities for ICT devices and systems and monitor their performance to limit or prevent loss of service to end users.
- Create and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages.

You will also be responsible for:

- 1st Level End User Support & 2nd Level Support, Technical Q&A, triage of Inmate and Custodial support issues
- Centralised Management of Inmate LMS Password resets
- LMS Data Quality and OIMs Extraction file (including User and Course Data maintenance data)
- Operational Vendor technical liaison and Management

**What we’re looking for**
- Tertiary qualifications or equivalent experience in Information Management from a service perspective gained within an ICT environment, together with proven experience in a similar role.
- Ability to obtain knowledge and understanding of NSW government key services and client base.
- Independent worker able to take initiative to achieve outcomes.
- High level written and verbal communication skills.
- Excellent troubleshooting-skills
- The ability to explain technical issues to non-tech people
- Strong knowledge of IT systems best practices
- Willingness to undertake independent learning.

**Download the **role description**.**

**We do work that really matters**

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

**Are you ready to join us?**
- Attach a cover letter (maximum 4 pages) as well as an up-to-date résumé (maximum 5 pages) that clearly details your skills and experience against the focus capabilities and key accountabilities listed in the role description.
- List two referees, with contact numbers, who can speak to the key accountabilities and capabilities listed

**NB**: Prior to applying, you are encouraged to contact Karolyn Hunter (Hiring Manager) on 0447 497 635.

**Applications close **Wednesday 22nd March at 11:59pm AEST.

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