Trainee It Support Officer

Trainee IT Support Officer
Enquiries:
Position number: POS1810
Name: Jason QuachPosition: Team Leader Technology ServicesPhone: 03 6323 3376Email:
Town Hall, 18-28 St John Street Launceston
T
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EmploymentInformationPackage
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Contents
Introduction 3
City of Launceston Organisational Directory 4
Organisational Values 5
Information for Applicants 6
Recruitment Steps 7
General Conditions of Employment 8
Position Description 9
Address all correspondence to:
Manager People and Culture
City of Launceston
PO Box 396
LAUNCESTON TAS 7250
Email address:
When emailing your application, attachments should be sent in either Word
(.doc/.docx), PDF (.pdf), TIFF (.tiff), JPEG (.jpg) or Excel (.xls/xlsx) formats.2

Introduction
2
Launceston is the regional hub of Northern Tasmania
and enjoys a rich natural and social history. Located at
the head of the picturesque Tamar Valley, the
Launceston region is renowned for its award-winning
features and friendly residents. Our city is human scale.
A series of green and wild spaces linked by heritage
streetscapes and thoughtful adaptions. A real blend of
old-world and new, tradition and innovation.
The City of Launceston municipal area covers an area of 1,405square kilometres with a population of around 71,000 City of Launceston is Tasmania's largest municipal councilin terms of population and revenue. Launceston boasts all themajor facilities of a much larger city, many of which are ownedand operated by the City of Launceston.
The City of Launceston is served by 12 Councillors, includingthe Mayor and Deputy Mayor.
Click here to view City of Launceston's strategic and annualreporting.
3
City of Launcestonorganisational chart
The City of Launceston is recognised as
an Employer of Choice by the Tasmanian
Government.
An Employer of Choice
is a workplace that demonstrates
contemporary workplace practices and
provides outstanding support for its staff.
The Council employs around 570 employees
across a range of responsibilities.
Employment information package 4

Organisational values
At the heart of our organisation are our four organisational values.
Our employees are expected to adhere to, support and promote our
values at all times.
Our aim is to attract and retain people who share our values and want be a part of our positive
workplace culture. Before submitting your application please review our values and decide if
they are a good fit for you.
? We value clear and open
communication
? We support and encourage each
other
? We recognise individual needs,
experience and strengths
OUR PEOPLEMATTER
? We take pride in our work and
pursue a standard of excellence
? We genuinely listen, and value
collaborative relationships
? We strive towards the best
outcome for our community
? We make responsible and
WE CARE ABOUTOURCOMMUNITY
? We actively seek opportunities to
continuously improve
? We respect and explore different
ideas and perspectives
? We embrace change that leads to
positive outcomes
? We value innovation and creativity
WE BRING AN OPENMIND
? We show care for people and look
out for one another
? We speak up and support others to
be healthy and safe
? We take personal responsibility for
our own health and wellbeing
WE GO HOME SAFEAND WELL
Employment information package 5

Information for applicants
When applying for this position, you must provide the following documentation:
1. Covering letter
2. Resume
3. A brief description of your interest in the IT field and
experience you may have.
The online Application for Employment can be accessed here(you will be asked to attach your supporting documentation)
1. Your covering letter should introduce you and explain why youare applying for the role.
2. Your resume should provide details of your qualifications, workhistory, special skills, training and competency details andreferees, plus any other information that may support yourapplication. Be clear and informative. Include the names,position titles, addresses and telephone numbers of at least
3. A brief description of your interest in the IT field and
experience you may have.
If we can assist you with any reasonable adjustments in order to
submit your application for this role, please contact the People and
Culture Team via email at ,
noting your preferred method of communication and contact
details and a member of the team will be in touch.
Employment information package 6
City of Launceston is an equal
opportunity employer. Our
workforce is diverse, inclusive,
flexible and family-friendly.
We value the different
backgrounds, skills and
contributions of all employees
and treat each other and our
community with respect.
We want opportunities at City of
Launceston to be accessible
and attainable to all candidates.
If you are interested in this role
but have concerns about your
suitability, please talk to us
application.
Please read this
information carefully, as it
will help you with the
preparation of your
employment application.
mailto:

1. Application received
2. Shortlisting
? Shortlisted applicants will be
contacted by telephone or email
to arrange an interview.
? Unsuccessful candidates will
be advised by email.
3. Interview
4. Pre-Employment Checks:
? Reference Check
? Police Check
? Medical Assessment
? Drug and Alcohol screening
All costs covered by City of Launceston
5. Suitability determination and
preferred candidate identified
6. Letter of Offer
Employee benefits? Our employees have access to discounted health insurance options
through St Luke's Health and BUPA.
? Employees have access to a free EAP service, which provides support
and counselling for personal and work related issues, coaching and
advice for leaders and counselling assistance for immediate family
members.
? We are committed to providing a working environment that is sufficiently
flexible to meet the operational requirement and workload demands of
the City of Launceston while accommodating, where possible, the
needs of our employees.
? Discounted membership at Launceston Aquatic.
? Discounts at the Museum Gift shop.
? Additional leave: employees may request to purchase an additional two
or four week's additional leave per year to help manage family/carer
responsibilities or other special circumstances.
Employment information package 7

General conditionsof employment
Position title Trainee IT Support Officer
Employment terms Full time for the term of the traineeship, whilst completing a
Certificate IV Information Technology expected to be 2 years
Working pattern 19 Day Month
Total remuneration As per clause 4.13 Apprentice and trainee pay rates of the City
of Launceston Enterprise Agreement 2021
Superannuation Employer contribution of 12.25%
Employment information package 8
? Annual leave: employees are entitled to 4 weeks (pro-rata for part-time employees) annual leave
per year, plus leave loading.
? Personal leave (for sick and carer's leave): employees are entitled to two weeks (pro-rata for parttime employees) personal leave per year, if they are unable to attend work due to personalillness/injury or to provide care for a spouse/partner or immediate family member.
? Paid parental leave: employees are entitled to fourteen weeks paid (or twenty eight weeks at half
pay) parental/adoption leave for the primary carer; two weeks paid leave for the secondary carer.
? Long Service Leave: Long service leave applies after 7 years continuous service.
The City of Launceston Enterprise Agreement 2021 is available here
The City of Launceston Leisure and Aquatic Centre Enterprise Agreement 2018 is available here
Position Description
Position Description Form - Officer
POSITION TITLE: Trainee IT Support Officer
AWARD CLASSIFICATION: Grade 3
EMPLOYEE: Vacant
TEAM: Technology and Information Services
NETWORK: Organisational Services
REPORTS TO: Team Leader Technology Services
DATE: August 2023
APPROVED BY:
POSITION: General Manager Organisational Services
SIGNATURE:
POSITION PURPOSE (Why does this position exist)
As a Trainee at City of Launceston, you will be supported to learn the skills required to:
? Deploy the replacement hardware fleet (laptops, desktops, and mobile devices) as devices are duefor replacement
? Provide excellent service and consistent support to all Council employees resulting in happy andsatisfied end-users
? Support and comply with the standards and processes that underpin the provision of IT supportservices to the organisation across all system areas.
The Technology Services team is focussed on support and service to the organisation and community, in
addition to the provision of relevant, reliable, and secure computing infrastructure and platforms. The
incumbent of this position will actively participate in an environment of innovation, peer support,
knowledge sharing and collaboration to contribute effectively within the Technology Services team and
more widely across the organisation.

City of Launceston is a values-based organisation, which means that we employ people who share and
display our values
? we value clear and open communication
? we support and encourage each other
? we recognise individual needs, experienceand strengths
? we take pride in our work and pursue astandard of excellence
? we genuinely listen, and value collaborativerelationships
? we strive towards the best outcome for ourcommunity
? we make responsible and sustainabledecisions
? we actively seek opportunities tocontinuously improve
? we respect and explore different ideas andperspectives
? we embrace change that leads to positiveoutcomes
? we value innovation and creativity
? we show care for people and look out forone another
? we speak up and support others to behealthy and safe
? we take personal responsibility for our ownhealth and wellbeing

Accountabilities Activities/Tasks include: Success looks like …
General
City of Launceston's
ValuesBehave in a way that supports the City of Launceston's
values.
? We care about our community
? We bring an open mind
? We go home safe and well
Demonstrates, throughbehaviour, an alignment toand an understanding of ourvalues.
Technology Use technology and information to maximise efficiency
and effectiveness.
New and existing technologies
Collaborate Work collaboratively within your team and across
networks.
Support delivery of the Network's strategic and annual
plan actions.
Work with horizontal teams as relevant to technical
Actively participating in team
meetings/toolbox meetings, by
offering ideas and suggestions
and providing feedback.
Collaborative opportunities are
sought across Networks.
Innovation Encourage and be proactive in developing a culture of
introducing new and improved work practices and
projects within your team and your network.
.
Improved work practices and
projects.
Technical
SOE Deployment - Replace council hardware that is due forreplacement.
- Ensure all software required for the replacementhardware is transferred / re-installed from the
- Managed the decommissioning of the asset in theasset management system.
- Arrange appropriate storage for used assets- Prepare used assets for sale.
Hardware replacement
programs are completed in a
timely manner.
Used assets are disposed of
recouping monies to council.
IT Service Desk - Provide front line, 'at the time' response andadvice to clients when relevant in a backfillcapacity.
- Deliver high quality communication and liaisonwith clients.
- Maintain Service Desk system records accuratelyand on a timely basis.
Level 1
- Action and resolve requests that can be performedwithin short timeframes and usually from within theIT office, using available support tools, acrossinfrastructure and business software applications.
General
- Provision of quality and timely support to clients.
- Liaise with external providers if appropriate.
Meeting the team's current
Timely and accurate Service
Desk records.
Client feedback.
Service Desk records and
statistics.

Accountabilities Activities/Tasks include: Success looks like …
Provide a support and
advisory service to
other Council
employees in their use
of Microsoft and
various other software
products. Also includes
systems and
technologies more
generally
- Assist and advise staff so that the features andfunctions available within the software are appliedappropriately and effectively to the task beingperformed.
- May include providing demonstrations toindividuals or small groups.
Client feedback.
MS Windows based
Personal Computers,
peripherals and
devices
- General hardware and software support.
- Assist with Standard Operating Environment(SOE) maintenance and administration.
System, Network, Access controls)- Install software products including the deploymentof products using Microsoft Systems Centre
- Use SCCM and other relevant tools facilities tomonitor and manage PC's (i.e. status, auditingetc.)
Procedures followed and
equipment and software
effectively and efficiently
installed.
Project work Assist with tasks related to team projects when
required/relevant.
Tasks completed in agreed
timeframes.
approach to I.T.
services and
management
Promote and uphold the basis of corporate I.T.
services, facilities and procedures to all staff within the
organisation.
Advice provided to Council
employees is consistent with
this philosophy.
Other duties as
requested by the
and Information
Services or General
Manager
Organisational
Services
The Team Leader Technology Services and other
team staff will also provide guidance and direction in
regard to the undertaking of support duties.
COMMON TO THE TECHNOLOGY SERVICES TEAM
Risk Management ? Adoption of effective risk management practicesand procedures.
? Support a culture of managing risk.
Risk identified, assessed and
mitigated.
Change Management ? Apply the Team's change managementprocedures.
Change managed in line with
processes.
Documentation &
Records
? Establish and maintain documentation and recordsacross all areas of responsibility in accordancewith Team and organisational processes.
Documentation and records
developed and maintained
accurately and in a timely
manner.
Work Safely with a
Duty of Care for fellow
employees and ensure
procedural compliance
Perform all work in a safe manner in accordance with
the City of Launceston's Occupational Health and
Safety Policy and Procedures
While at work, a worker must –
(a) take reasonable care for his or her own health andsafety; and

Accountabilities Activities/Tasks include: Success looks like …
(b) take reasonable care that his or her acts oromissions do not adversely affect the health andsafety of other persons; and
(c) comply, so far as the worker is reasonably able,with any reasonable instruction that is given by theperson conducting the business or undertaking toallow the person to comply with this Act; and
(d) cooperate with any reasonable policy or procedure
of the person conducting the business or undertaking
relating to health or safety at the workplace that has
been notified to workers.
(Section 28 Work Health & Safety Act 2012)
Note: Whilst the key functions and responsibilities for the role are set out above, the Council may
direct an employee to carry out such duties or tasks that are within the limits of the employee's skill, competence
and training.
WORKING WITH VULNERABLE PEOPLE CHECK
Yes/No
Working with Vulnerable People Check required? No
If yes, include in Selection Criteria table below
SELECTION CRITERIA
POSITION REQUIREMENTS/COMPETENCIES
Organisational
? Community Focussed: considers community/customers in decision making
? Communicate and Engage: demonstrates self-awareness & encourages open discussions & contributions fromothers
? Create and Innovate: displays initiative & considers different ideas and perspectives
? Safety Focussed: takes responsibility for own and team's health, well-being and self-care
Position Specific
? Excellent communication skills and a genuine desire and aptitude to provide and support a high level ofcustomer service and collaboration to and within all teams and networks (be a "people person" with a "can do
? Keen knowledge and understanding of PC's, applications, and other technologies.
? An ability to self-manage tasks and workload and have a logical, flexible, and thorough approach to workperformed; however, with a willingness to accept direction and supervision as required.
? An ability to create written documents of a good standard (i.e. that are clear, concise, grammatically correct andformatted well), for a wide range of internal and external customers.
QUALIFICATIONS AND EXPERIENCE
? Basic IT Knowledge gained via subject through education or personal interest of technology.
? A current light vehicle driver's licence is expected to be held and retained by the incumbent to support the offsite activities required of the position.
? An IT related academic or vocational qualification or some prior experience in an IT Support role.

REPORTING STRUCTURE
Manager Manager Technology and Information Services
Team Leader Team Leader Technology Services
Direct Reports None
KEY RELATIONSHIPS
(External and Internal Customers, Supplier, Colleagues, etc)
Internal Nature of Relationships
Management and staff who use Council's I.T.
systems.
Provide support, guidance and technical advice. Explain
approach and constraints. Lead discussions with individuals
and groups.
Technology and Information Services staff.
Provide and receive advice, recommendations and guidance.
External Nature of Relationships
I.T. related contractors, suppliers and support
providers.
Obtain product information, costings and technical support.
Provide information relevant to our I.T. environment.
DELEGATIONS & AUTHORISATIONS
System Level Access Levels
MS Windows Servers/ Domain IT Support Level (not Domain Admin)
Storage Area Network N/A
Change Control Author (not approval)
Network Facilities Access Levels
Network file storage Full
E-mail Personal only and/or as delegated by others to the incumbent.
The CEO, the General Manager of Organisational Services, the General
Manager of the relevant network or Manager Technology & Information
Services may authorise the incumbent to access an employee's e-mail
account when a specific purpose or need arises.
Internet Administrator
Confidentiality
Staff are
a) Able to access; orb) May be exposed in the course of performing their duties to information that may be related to individuals,
organisations or the general dealings of the City of Launceston. Some of this information will be of asensitive nature – either within or external to the organisation.
By accepting this position the employee undertakes:
a) To keep all information that they are exposed to confidential during and after their period of employmentwith City of Launceston. Information should never be disclosed outside of the organisation and only bedisclosed to other employees if there is a need within the context of the task being performed.
b) To not access any information within the organisation's systems that is not directly relevant to their work.c) To abide by the requirements of the Confidentiality and Privacy clause of the relevant Enterprise
Agreement.

OTHER RELEVANT INFORMATION
Expectations of a City of Launceston employee:
? Have strategies in place to enhance their own health and well-being, manage stress and maintainprofessionalism.
? Seeks feedback broadly and asks others for help with own development areas; and
? Translates feedback into an opportunity to develop.

Town Hall, 18-28 St John Street
Launceston
T
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Town Hall, 18-28 St John Street Launceston
T
E
mailto:
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