Technical Support Officer

Division: Corporate Services
- Location: Parramatta, NSW, AU, 2150
- Req ID: 73995

**Technical Support Officer, Offender Digital Services**
- **Location - Parramatta CBD - Flexible work options available in line with the Flexible Work Framework.**:

- **Employment type - Temporary, full-time opportunity up to 12 months with the possibility of transitioning to an ongoing ro**le**:

- **A talent pool will be created for future ongoing and temporary vacancies**:

- **Grade - Clerk Grade 5/6**:

- **Salary - $97,027 pa - $107,059 pa plus employer contribution to superannuation and annual leave loading**:

- **Diverse and Inclusive organisation with generous leave entitlements including flex leave and access to Fitness Passport**

**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.

**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.

**Key Challenges**
- 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**

We’re looking for someone who:

- Is ready to join a team that values teamwork, trust, collaboration, continuous improvement, idea generation and recognition of achievements.
- Enjoys meeting new people and learning about their business, technologies, and processes.
- Listens to customers to understand what they need from technology.
- Is comfortable working in an environment where there is a wide (and increasing) variety and scale of work.
- Is a positive, critical thinker with a “can-do” attitude coupled with attention to detail and can deliver high quality outputs.
- Excellent problem-solving skills to address and prevent service issues.
- Ability to balance competing priorities.
- Strong communication and stakeholder management skills
- A commitment to continuous improvement and team development.

Download the role description.

**What We Offer**

We offer a variety of benefits, including:

- A challenging and rewarding career
- Flexible, autonomous work environment
- Competitive pay and conditions
- Training and development opportunities to build and maintain capabilities
- Health & Wellbeing and Employee Assistance Programs.

Want more information? Visit our website to see more information on Working for us.

**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 wo