Technical Support Officer; 1 Year Fixed Term

This position requires specialised skills and expert knowledge to manage and support the
delivery of service associated with telecommunications and technology infrastructure of a
geographically disbursed organisation.

Customer focused and resourceful, this role gives expert knowledge and specialist
guidance to troubleshoot issues and provide technical support to end users in an
increasingly sophisticated electronic environment and in a rapidly changing industry. The
position is involved in the installation, configuration and maintenance of end-user
technology devices, Networking, VoIP and Audio-Visual equipment and in projects such
as the review, purchase, testing and evaluation of software and hardware. In addition, the
position is responsible for the daily monitoring and administration of the Council’s data
systems in accordance with security and business continuity and disaster recovery
management plans.

**RELATIONSHIPS
**Reports to**:Position Title**:Program Leader Information Services

**Report to**:Position Number** **P00143

**Staff Responsibility**:Nil

**Key Internal Relationships**:All internal customers within Council

Government Agencies; Hardware and Software
**Key External Relationships**:
Providers; Consultants and Contractors;

**KEY RESPONSIBILITIES**

**Information technology / communications infrastructure management**

Primary responsibilities include:

- Contribute to help Council deliver its sustainability goals.
- Manage and coordinate support to end users providing 1st and 2nd level support via

phone, remote services or in person. Ensure that requests for assistance are properly
logged, assigned and responded to in a timely manner and according to agreed
standards and procedures.
- Monitor and configure council’s LAN/WAN/Voice environments and equipment,

providing support to resolve network faults to ensure they continually run efficiently
across the organisation.
- Review and deliver annual Business and Information Services workplan related

projects across the organisation. Evaluation and reporting of new hardware and
software and regularly administer a database of equipment and licensing
arrangements.
- Maintain backup and restoration solutions including daily monitoring, troubleshooting

and verification of mission critical data in accordance with security and disaster
recovery management plans.
- Co-ordinate specialist technical advice and support for communications and

information technology to deliver quality outcomes for internal customers.
Troubleshoot difficult or unusual situations and coordinate council’s desktop
replacement program.
- Develop and write procedures / manuals for staff use and to benefit the Information

Services team, detailing the installation, use and problem solving of hardware and
software system.
- Establish and control end user access to council’s network and voice systems and

enforce end user security levels. Collaborate with multiple vendors and coordinate the
implementation of new infrastructure and systems solutions.
- Ensure compliance with WHS obligations and responsibilities as outlined in Councils

policies and procedures and under the relevant WHS legislation. These include but
are not limited to identifying potentially unsafe situations or work practices and
notifying your Supervisor or Manager (or the Health, Safety Manager/Area Safety
Representative); never performing a task that you believe is dangerous or for which
you do not have the experience, or have not received appropriate instructions and
training or where the correct equipment to carry out the task safely is not available;
always work in a safe manner and in accordance with safety instructions, where
applicable; use the work equipment supplied for the job, in accordance with the
manufacturer's instructions), and any personal protective equipment, which the
Council deems necessary and has provided; be safety aware and report any actions
to your line manager which will assist the Council to meet its legal workplace health
and safety obligations. You have the right to cease or direct cessation of unsafe work.
In addition, you are required at all times to comply with Councils Asbestos
Management Plan and Policy.

**Teamwork and quality outcomes**

Work collaboratively and contribute to quality outcomes:

- Maintain relationships and workflow within the team and with other parts of Council to

ensure that customers are provided with a seamless service.
- Provide exceptional service. Respond quickly to client enquiries and provide

assistance in a timely manner.
- Identify policy and / or procedural needs and actively participate in the development

thereof.
- Build relationships with team members showing consideration and respect. Supervise

and direct daily work of trainees.
- Support across the organisation selecting appropriate technologies, including ordering

and evaluating hardware and software packages when required.
- Guide others by sharing experiences and disc