POSITION TITLE: ICT Support Officer POSITION NUMBER: 900919 FACULTY / SCHOOL / DEPARTMENT: LOCATION/CAMPUS: Information Technology Services e-teaching and Learning St Albans CLASSIFICATION: HEW 4 SUPERVISOR: Manager, e-teaching and Learning Tom Loncaric 20/12/10 INCUMBENT: Vacant / / APPROVED BY: People and Culture USE ONLY: Associate Director, ITS Enterprise Services Zoran Sugarevski 6/1/11 Classified on 6/1/11 Update on: 8/3/11 OVERALL PURPOSE The ICT Support Officer position is primarily responsible for the provision of front-line ICT support services principally to teaching staff but also to other university staff, to external customers of the University and to organisers of special events and conferences. The role includes the provision of customer focused technical support, user training and for contributing toward the installation, maintenance and support of ICT equipment and facilities, including audio visual systems, computer workstation software and hardware, computer peripherals, classroom and laboratory aids, communications equipment and network access to University services. This position may be required to assist in staff training and departmental publications. ORGANISATIONAL ENVIRONMENT Victoria University has seven Colleges charged with the delivery of education, research and knowledge exchange. These are: College of Arts College of Business College of Education Page 1 of 6
College of Engineering and Science College of Health and Biomedicine College of Law and Justice College of Sport and Exercise Science Colleges offer diplomas, undergraduate degrees as well as postgraduate and research higher degrees. In addition to the seven Colleges above, the Trades College will focus on vocational training and form the foundation of an innovative Trades Academy in 2014. The focus of VU College is on learner academic support and leadership and coordination of the University s language, literacy and numeracy strategy. Colleges are comprised of academic and teaching staff, Institutes and Centres. Staff from both vocational education and higher education work in the College structure. The Colleges are supported by shared educational, research and professional services to ensure high quality, efficient and innovative delivery of curriculum and the highest quality research and knowledge exchange in areas of distinctive specialisation. Distinctive specialisations form broad disciplinary groupings as the vehicles for collaboration, interaction and greater thematic integration across the University. Through the distinctive specialisations, Victoria University aims to develop world leading research capability in areas of strategic focus. Each College will be the custodian of at least one distinctive specialisation. The role of the custodian College is to support the development and planning that will enable the distinctive specialisation to grow their potential. The University has a goal of being world renowned in Sport, Exercise and Active Living by 2016, and in at least another three areas by 2020. The distinctive specialisation areas will provide the focus of our learning and teaching, research and knowledge exchange activities as Victoria University strives to be nationally and world renowned in these distinctive areas. The Information Technology Services Department has a central role in the planning, management and support of both the academic and administrative computing services of the University with responsibility for the provision of computing, communications, audio-visual and other technological support services. Development and general support functions are currently provided through the following two Branches and one Unit: ITS Enterprise Services: responsible for enterprise support of ICT services to students, staff and extended community. It includes first level IT support; teaching, learning and research services; collaborative desktop services; centralized computing facilities (such as data centres); communications and infrastructure; Service Delivery Standards (ITIL); and specialist consulting and server development. ITS Enterprise Solutions: provides solutions advice on the implementation and effective use of technology for the University s business objectives. It includes: Development of Software Applications; Development of ICT Solutions for Teaching, Learning and Research Business Units; Development of Middleware Architectural Solutions; ICT Data Management (including databases); Standards for ICT Application Solution Developments. Quality and Assurance Unit: responsible for institutional program management of ITS services, including: Security and IT Risk; ITS Finance, Acquisitions and Contracts; Vendor Relationships Departmental Web Content; ICT Policy Development; ICT Service Standard Page 2 of 6
Definitions; and IT Strategies. The information technology environment consists of a many thousands of devices connected to a very high speed communications network, with devices including typical desktop machines (both PC and Mac), small to mid range servers, grid computers, storage area networks, multimedia devices, traditional networked peripherals (printers, multi-function devices, scanners) and specialized research equipment. Applications hosted on servers cover a broad spectrum of academic and business disciplines including elearning (Blackboard), Library Catalogue, HR, Finance, Payroll, Student Administration, Research, Physical Resources and Executive Information Systems. The primary network operating system is Microsoft and the University is connected via a high speed fibre optic link to the Internet/AARNet through the regional optical Victorian Educational and Research Network (VERNet). Within the Enterprise Services branch, the E-Teaching & Learning Services (ETLS) team is responsible for the design, implementation, management and support of the University s teaching and learning infrastructure. This includes significant audio visual installations in teaching and learning spaces, video conferencing systems and lecture capture and dissemination systems and associated services. The ICT Support Officer will work collaboratively with both the ETLS team and the Client Services team in providing a range of high quality ICT related support services. The operations of the ETLS team are currently located at the Footscray Park and St Albans Campuses. This position is currently located at the St Albans campus though this position may be relocated to any other existing or future campus. This position will be required to frequently travel between campuses and work out of hours or on weekends. MAJOR CHALLENGES / FREEDOM TO ACT This position reports to and receives general direction from the Manager, eteaching and Learning and operates within the University policies, procedures and guidelines. This position will also work closely in a matrix management model with the Campus Support Services Coordinators. The incumbent will use judgment in setting priorities for day-to-day tasks and activities outside scheduled duties, and work closely with both eteaching and Learning Services and Desktop Services, as well as other University personnel and external partners. As this position is involved in the application of theory and practice from a rapidly developing discipline it is expected the incumbent will actively update their skills regularly and the Manager, eteaching and Learning will actively support this as part of a mutually agreed professional development program. MAJOR DUTIES In performing the following duties the incumbent is required to comply with quality assurance policies and procedures, and other relevant legislative requirements applicable to the University. The major duties performed and their frequency are: 1. Provide Help Desk based on-call ICT support to users across all campuses of the University. This includes the provision of in person support and/or telephone based support as appropriate. (Daily) Page 3 of 6
2. Perform general eclassroom and computer laboratory maintenance, to provide an efficient and effective teaching environment by: (daily) Ensuring the software and hardware is functioning using appropriate troubleshooting techniques Installing application software Configuring hardware following predefined configuration standards as set out by the department Remove unlicensed software and viruses 3. Access information from the automated call tracking system and schedule allocated tasks according to priorities and current workload. (daily) 4. Maintain and/or arrange for the maintenance or repair of University educational technology facilities. 5. Identify and resolve software and hardware problems of a general nature occurring on the University network and standalone workstations, using appropriate troubleshooting techniques. (ongoing) 6. Provide advice and guidance on IT related matters to clients as well as feedback on the progress and completion of logged tasks. (as required) 7. Perform preventative maintenance measures such as running/installing anti-viral software, and checking resource usage. (as required) 8. Perform workstation and software installations and replacement of computer equipment and peripherals such as optical drives and network cards. (as scheduled) 9. Participate in departmental documentation exercises in the development of procedures, policies, and processes. (as required) 10. Provide individual and small group instruction and advice to students, teaching and administrative staff in the use of multi media equipment including data/video display projectors, digital video and stills cameras, microphones and associated equipment. (As required) 11. Provide technical support services to major University events in order to ensure appropriate media facilities are available including the setup and operation of audio and video recording equipment, public address equipment, LCD display equipment and other media related facilities. (As required) 12. Adhere to and cooperate with all OHS policies and procedures of the University. (Ongoing) SELECTION CRITERIA Essential: 1. Knowledge or Training Equivalent to: Completion of an Associate Diploma level qualification with relevant work related experience or a certificate level qualification with post certificate relevant work or completion of a post trades certificate or Advanced Certificate and extensive relevant experience and on the job training; or an equivalent combination of relevant experience and/or education/training. Page 4 of 6
2. Excellent verbal, written and interpersonal skills and a service oriented approach when supporting clients. 3. Good understanding of audio visual and rich media systems and technologies as well as network environments and their design. 4. Proficiency in the installation, configuration and support of current computer hardware (IBM compatible and/or Macintosh), Microsoft Office suite, Electronic mail, Microsoft Windows 2000/ XP operating environment and computer peripherals. 5. Proficiency in the operation, maintenance and support of a wide range of educational technology, media and computing facilities. 6. Demonstrated ability to troubleshoot and solve problems with AV and related IT equipment. 7. The ability to lift and move media related equipment such as overhead projectors and TV monitors, using manual handling aids where appropriate. 8. The ability to conduct presentations and negotiate with clients. 9. Preparedness to work on shift or roster basis during weekdays and weekends. 10. Demonstrated ability to work in a team environment whilst also able to operate independently when required. 11. Demonstrated capacity to implement OHS policies, procedures and safe work practices. 12. Willingness to commit to the VU Values and Behaviours : Values -Access, Excellence, Respect Behaviours - Engagement, Collegiality, Courage Desirable: 1. Experience with AMX or Crestron control systems Page 5 of 6
ORGANISATIONAL CHART Director - Information Technology Services Associate Director IT Enterprise Services Manager - e-teaching and Learning Services Unit Support Officer Educational Technology Systems Coordinator x2 Educational Technology Systems - Technical Coordinator Media Systems Co-ordinator Electronic Delivery Applications Co-ordinator Educational Technology Support Officer x2 ICT Support Officer * Video Conferencing Systems Administrator * Denotes Position Page 6 of 6