Ict Desktop Support Technician

Must be an Australian citizen
Must have Baseline
  
Role
ICT Desktop Support Technician

Contract Commencement Date
On 1 July 2024 or as negotiated

Contract Expiry Date
30 June 2025

Purpose of Services:
Professional Services

Role Description
ICT Desktop Support Technician will be responsible for deployment, troubleshooting and support of ICT endpoint devices. ICT endpoint devices include a wide variety of PCs, printers, IP Phones, Desktop VTCs, KVM Switches and ancillaries.

SFIA Level of Responsibility Required
Description Below
The Specified Person will be expected to demonstrate attributes of SFIA Level of Responsibility 4

SFIA Skills Required
Description Below
HSIN 4
ITOP 3
USUP 3
CSMG 3
  
Major Responsibilities:
Statement of Suitability Against Major Responsibilities

1. ICT stores management which includes conducting stock take activities, moving bulky items such as PCs and monitors, unboxing equipment, and disposal of garbage.
2. Installation of ICT endpoint devices including establishing the network connection from the switch port to the endpoint device. This may involve some physical work such as unpacking cartons, moving computers between desks, offices, and buildings.
3. Use deployment technologies to install operating system and applications to ICT endpoint devices.
4. Network configuration including switch port configuration, network-based security management configuration, DHCP and print services.
5. Network connection tasks including patch cabling and tracing connections from wall points to switch rooms.
6. Preparation of endpoint devices for shipment, sanitization, and disposal in accordance with provided instructions.
7. Troubleshoot issues with ICT endpoint devices.
8. Maintain incident, problem management records and Standard Operating Procedures.
9. Transfer technical knowledge through production and update of relevant documentation, instructions, or procedures. Guide and mentor other staff.

  
Other Features of the Role (e.g. location, travelling, shift hours,)
Service Provider Response

1. Role is Canberra based. There may be a requirement for occasional interstate travel.

SFIA Core Competencies

SFIA Level of Responsibility 4

Autonomy

Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.

Influence

Influences customers, suppliers, and partners at account level. May have some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives.
Complexity

Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines, and resolves complex issues.

Business skills

Selects appropriately from applicable standards, methods, tools, and applications. Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules, and monitors work to meet time and quality targets. Rapidly absorbs new information and applies it effectively. Maintains an awareness of developing technologies and their application and takes some responsibility for driving own development.

SFIA Professional Skill Level Description
HSIN 4

Undertakes routine installations and de-installations of items of hardware and/or software. Takes action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client. Conducts tests of hardware and/or software using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required. Documents details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Develops installation procedures and standards, and schedules installation work. Provides specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service.

ITOP 3

Carries out agreed operational procedures, including network configuration, installation, and maintenance. Uses network management tools to collect and report on network load and performance statistics. Contributes to the implementation of maintenance and installation work. Uses standard procedures and tools to carry out defined system backups, restoring data where necessary. Identifies operational problems and contributes to their resolution.

USUP 3

Following agreed procedures, identifies, registers, and categorizes incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.

CSMG 3

Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.