Trainee It Support Officer

Trainee IT Support OfficerEnquiries:Position number: POS1810Name: Jason QuachPosition: Team Leader Technology ServicesPhone: 03 6323 3376Email: ****** Hall, 18-28 St John Street LauncestonT 03 6323 3000E ****** mailto:******://www.launceston.tas.gov.au/ContentsIntroduction 3City of Launceston Organisational Directory 4Organisational Values 5Information for Applicants 6Recruitment Steps 7General Conditions of Employment 8Position Description 9Address all correspondence to:Manager People and CultureCity of LauncestonPO Box 396LAUNCESTON TAS 7250Email address: ****** emailing your application, attachments should be sent in either Word(.doc/.docx), PDF (.pdf), TIFF (.tiff), JPEG (.jpg) or Excel (.xls/xlsx) formats.2 Introduction2Launceston is the regional hub of Northern Tasmaniaand enjoys a rich natural and social history. Located atthe head of the picturesque Tamar Valley, theLaunceston region is renowned for its award-winningfeatures and friendly residents. Our city is human scale.A series of green and wild spaces linked by heritagestreetscapes and thoughtful adaptions. A real blend ofold-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 residents.The 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 https://www.launceston.tas.gov.au/Council/Strategies-and-ReportsCity of Launcestonorganisational chartThe City of Launceston is recognised asan Employer of Choice by the TasmanianGovernment.An Employer of Choiceis a workplace that demonstratescontemporary workplace practices andprovides outstanding support for its staff.The Council employs around 570 employeesacross a range of responsibilities.Employment information package 4 Organisational valuesAt the heart of our organisation are our four organisational values.Our employees are expected to adhere to, support and promote ourvalues at all times.Our aim is to attract and retain people who share our values and want be a part of our positiveworkplace culture. Before submitting your application please review our values and decide ifthey are a good fit for you.? We value clear and opencommunication? We support and encourage eachother? We recognise individual needs,experience and strengthsOUR PEOPLEMATTER? We take pride in our work andpursue a standard of excellence? We genuinely listen, and valuecollaborative relationships? We strive towards the bestoutcome for our community? We make responsible andWE CARE ABOUTOURCOMMUNITY? We actively seek opportunities tocontinuously improve? We respect and explore differentideas and perspectives? We embrace change that leads topositive outcomes? We value innovation and creativityWE BRING AN OPENMIND? We show care for people and lookout for one another? We speak up and support others tobe healthy and safe? We take personal responsibility forour own health and wellbeingWE GO HOME SAFEAND WELLEmployment information package 5 Information for applicantsWhen applying for this position, you must provide the following documentation:1. Covering letter2. Resume3. A brief description of your interest in the IT field andexperience 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 least3. A brief description of your interest in the IT field andexperience you may have.If we can assist you with any reasonable adjustments in order tosubmit your application for this role, please contact the People andCulture Team via email at ******,noting your preferred method of communication and contactdetails and a member of the team will be in touch.Employment information package 6City of Launceston is an equalopportunity employer. Ourworkforce is diverse, inclusive,flexible and family-friendly.We value the differentbackgrounds, skills andcontributions of all employeesand treat each other and ourcommunity with respect.We want opportunities at City ofLaunceston to be accessibleand attainable to all candidates.If you are interested in this rolebut have concerns about yoursuitability, please talk to usapplication.Please read thisinformation carefully, as itwill help you with thepreparation of youremployment application. https://www.launceston.tas.gov.au/Council/Careers/Applying-for-a-jobmailto:******1. Application received2. Shortlisting? Shortlisted applicants will becontacted by telephone or emailto arrange an interview.? Unsuccessful candidates willbe advised by email.3. Interview4. Pre-Employment Checks:? Reference Check? Police Check? Medical Assessment? Drug and Alcohol screeningAll costs covered by City of Launceston5. Suitability determination andpreferred candidate identified6. Letter of OfferEmployee benefits? Our employees have access to discounted health insurance optionsthrough St Luke's Health and BUPA.? Employees have access to a free EAP service, which provides supportand counselling for personal and work related issues, coaching andadvice for leaders and counselling assistance for immediate familymembers.? We are committed to providing a working environment that is sufficientlyflexible to meet the operational requirement and workload demands ofthe City of Launceston while accommodating, where possible, theneeds of our employees.? Discounted membership at Launceston Aquatic.? Discounts at the Museum Gift shop.? Additional leave: employees may request to purchase an additional twoor four week's additional leave per year to help manage family/carerresponsibilities or other special circumstances.Employment information package 7General conditionsof employmentPosition title Trainee IT Support OfficerEmployment terms Full time for the term of the traineeship, whilst completing aCertificate IV Information Technology expected to be 2 yearsWorking pattern 19 Day MonthTotal remuneration As per clause 4.13 Apprentice and trainee pay rates of the Cityof Launceston Enterprise Agreement 2021Superannuation Employer contribution of 12.25%Employment information package 8? Annual leave: employees are entitled to 4 weeks (pro-rata for part-time employees) annual leaveper 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 halfpay) 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 hereThe City of Launceston Leisure and Aquatic Centre Enterprise Agreement 2018 is available here Position DescriptionPosition Description Form - OfficerPOSITION TITLE: Trainee IT Support OfficerAWARD CLASSIFICATION: Grade 3EMPLOYEE: VacantTEAM: Technology and Information ServicesNETWORK: Organisational ServicesREPORTS TO: Team Leader Technology ServicesDATE: August 2023APPROVED BY:POSITION: General Manager Organisational ServicesSIGNATURE: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, inaddition to the provision of relevant, reliable, and secure computing infrastructure and platforms. Theincumbent 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 andmore widely across the organisation.City of Launceston is a values-based organisation, which means that we employ people who share anddisplay 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 wellbeingAccountabilities Activities/Tasks include: Success looks like …GeneralCity of Launceston'sValuesBehave in a way that supports the City of Launceston'svalues.? We care about our community? We bring an open mind? We go home safe and wellDemonstrates, throughbehaviour, an alignment toand an understanding of ourvalues.Technology Use technology and information to maximise efficiencyand effectiveness.New and existing technologiesCollaborate Work collaboratively within your team and acrossnetworks.Support delivery of the Network's strategic and annualplan actions.Work with horizontal teams as relevant to technicalActively participating in teammeetings/toolbox meetings, byoffering ideas and suggestionsand providing feedback.Collaborative opportunities aresought across Networks.Innovation Encourage and be proactive in developing a culture ofintroducing new and improved work practices andprojects within your team and your network..Improved work practices andprojects.TechnicalSOE 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 replacementprograms are completed in atimely manner.Used assets are disposed ofrecouping 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 currentTimely and accurate ServiceDesk records.Client feedback.Service Desk records andstatistics. Accountabilities Activities/Tasks include: Success looks like …Provide a support andadvisory service toother Councilemployees in their useof Microsoft andvarious other softwareproducts. Also includessystems andtechnologies moregenerally- 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 basedPersonal Computers,peripherals anddevices- 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 andequipment and softwareeffectively and efficientlyinstalled.Project work Assist with tasks related to team projects whenrequired/relevant.Tasks completed in agreedtimeframes.approach to I.T.services andmanagementPromote and uphold the basis of corporate I.T.services, facilities and procedures to all staff within theorganisation.Advice provided to Councilemployees is consistent withthis philosophy.Other duties asrequested by theand InformationServices or GeneralManagerOrganisationalServicesThe Team Leader Technology Services and otherteam staff will also provide guidance and direction inregard to the undertaking of support duties.COMMON TO THE TECHNOLOGY SERVICES TEAMRisk Management ? Adoption of effective risk management practicesand procedures.? Support a culture of managing risk.Risk identified, assessed andmitigated.Change Management ? Apply the Team's change managementprocedures.Change managed in line withprocesses.Documentation &Records? Establish and maintain documentation and recordsacross all areas of responsibility in accordancewith Team and organisational processes.Documentation and recordsdeveloped and maintainedaccurately and in a timelymanner.Work Safely with aDuty of Care for fellowemployees and ensureprocedural compliancePerform all work in a safe manner in accordance withthe City of Launceston's Occupational Health andSafety Policy and ProceduresWhile at work, a worker must –(a) take reasonable care for his or her own health andsafety; andAccountabilities 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 procedureof the person conducting the business or undertakingrelating to health or safety at the workplace that hasbeen 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 maydirect an employee to carry out such duties or tasks that are within the limits of the employee's skill, competenceand training.WORKING WITH VULNERABLE PEOPLE CHECK Yes/NoWorking with Vulnerable People Check required? NoIf yes, include in Selection Criteria table belowSELECTION CRITERIAPOSITION REQUIREMENTS/COMPETENCIESOrganisational? 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-carePosition 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 STRUCTUREManager Manager Technology and Information ServicesTeam Leader Team Leader Technology ServicesDirect Reports NoneKEY RELATIONSHIPS(External and Internal Customers, Supplier, Colleagues, etc)Internal Nature of RelationshipsManagement and staff who use Council's I.T.systems.Provide support, guidance and technical advice. Explainapproach and constraints. Lead discussions with individualsand groups.Technology and Information Services staff.Provide and receive advice, recommendations and guidance.External Nature of RelationshipsI.T. related contractors, suppliers and supportproviders.Obtain product information, costings and technical support.Provide information relevant to our I.T. environment.DELEGATIONS & AUTHORISATIONSSystem Level Access LevelsMS Windows Servers/ Domain IT Support Level (not Domain Admin)Storage Area Network N/AChange Control Author (not approval)Network Facilities Access LevelsNetwork file storage FullE-mail Personal only and/or as delegated by others to the incumbent.The CEO, the General Manager of Organisational Services, the GeneralManager of the relevant network or Manager Technology & InformationServices may authorise the incumbent to access an employee's e-mailaccount when a specific purpose or need arises.Internet AdministratorConfidentialityStaff area) 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 EnterpriseAgreement.OTHER RELEVANT INFORMATIONExpectations 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 StreetLauncestonT 03 6323 3000E ******www.launceston.tas.gov.auTown Hall, 18-28 St John Street LauncestonT 03 6323 3000E ******www.launceston.tas.gov.au mailto:******://www.launceston.tas.gov.au/mailto:******://www.launceston.tas.gov.au/
#J-18808-Ljbffr