JOB DESCRIPTION

Post / ICT Technical Support Officer X 2
Ref / S07/18
Date of JD / January 2017
Salary (£) / Band 4, SCP points 18-25, £18,070 - £22,658 per annum
Unit
Directorate / IT Infrastructure
Director of Curriculum ＆Information Services
Reports to / Desktop Systems Manager
Location / The appointee will be based at the Lisburn Campus but will be required to be available for work at any of the College sites as required.
Total hours of work / 36 per week, however the post holder will be required to
adopta flexible approach (including evening work) and to devote such time as may be required by the exigencies of the service. The post holder may be expected to engage in out of hours support arrangements including on-call rotas to facilitate support of network services and systems.
Work pattern / Hours will be operated on a rota basis during Monday to Thursday 8.45am to 21.30pm and Friday 8.45am to 15.30pm. Hours may vary to suit therequirements of the post from time to time.

JOB PURPOSE

To ensure the effective operation of desktop hardware, software and otherend user hardware equipment.

MAIN DUTIES AND RESPONSIBILITIES

Devices/Operating Systems/Software

  1. Unbox and setup end user devices such as PCs, Apple Macs, tablet devices, printers communications devices (this list is not exhaustive)as required in offices, classrooms etc
  2. Install configureoperating systems/application softwareon end user devices according to agreed college procedures.
  3. Provide technical support to end users as and when required.
  4. Set up printers with correct printer drivers on print servers.
  5. Assist in creating packaged applications for deployment.
  6. Conduct trials on new software or hardware products as directed by Desktop Systems Manager/Head of ICT Infrastructure.
  7. Createmanipulate computer objects in Active Directory.
  8. Become familiar with various software products used to enhance ILT for teaching provide support to teaching staff who are using those products.
  9. Set up testing software for computer-based exams.
  10. Provide technical support for ICT devices such as data projectors, Interactive Whiteboards. Main tasks include:
  • Provision of maintenance tasks
  • Provision of technical support and advice to staff on use, setup and proper operation
  1. Provide technical support for PCs used in College radio station. This includes assisting with resolving issues associated with audio and web streaming

Network

  1. Provide Front-line Network Support including:
  • Patching up data points
  • Connecting patch cords to switches
  • Assisting with switch installation
  1. Provide technical assistance and front-line support for any College ICT system.
  2. Provide technical cover for examinations and other organised events.

Security/Privacy

  1. Comply with the required college security & data protection policies
  2. Ensure that all devices are configured in line with prescribed procedures.
  3. Report security/privacy concerns to the Desktop Systems Manager/Head of ICT Infrastructure.

Incident & Problem Management

  1. Pro-actively identify, troubleshoot and resolve problems where possible.
  2. Resolving faults reported through the college fault report system with either hardware or software including:
  3. Troubleshooting hardware issues withend user devices
  4. Troubleshooting software issues with operating systems
  5. Troubleshooting software issues with application software
  6. Diagnose and resolve low level network faults
  7. Diagnose and resolve printer hardware related issues.
  8. Escalate issues to a senior member of the team when required.

Audit

  1. Securely store asset tag all ICT equipment stored (stock non-stock) in ICT SupportSection store.
  2. Have responsibility for the ICT equipment in Campus training rooms, conference rooms ensuring that all equipment is functioning properly.
  3. Ensure that systems for recording equipment details are kept up to date.
  4. Provide inventory information on each room as and when required.
  5. Carry out audits of ICT equipment items and ensuring that items are correctly recorded on the College asset/inventory system

General

  1. Assist with collecting and counting Pcounter monies and recording of the same. When required, store collected monies in College safes.
  2. Provide assistance and advice to staff and students regarding use of hardware and software.
  3. Undertake training to ensure that skills are kept current.
  4. Contribute to the creationmaintenance of systems documentation.
  5. Fulfil Evening Duty requirements.
  6. Other Duties as assigned by Desktop Systems Manager/Head of ICT Infrastructure.

Additional Detail in relation to Duties Above

  1. The installation of PCs and printers can require effort greater than normal physical effort. Each summer, staff re-locate over 300 PCs across all campuses. In addition, replacing and maintaining data projectors involving use of steps and tracing or installing data and electrical cables behind desks involves staff having to work in difficult postures. There is moderate risk of personal injury associated with climbing step ladders and carrying equipment, particularly with heavier items such as some of the larger printers
  2. Most faults/requests have a due date stipulated that staff are expected to work to. In the course of attending to faults, there are often changes in demands and changing timescales.
  3. The collection of Pay-to-print or pcounter monies is on average monies are collected and counted from the pay-to-print machines every 3 to 4 weeks, though this can be more frequently from February through to the start of June. The average collection would total around £300.

NOTES

1. This is a description of the job as it is at present constituted. The duties and responsibilities are intended to give a broad indication of the variety of tasks the post holder may be asked to undertake. It should be noted that a job description is not an exhaustive list of activities and staff may be asked to carry out duties commensurate with the grade of the post. The job description may also be amended to take account of changed circumstances, and staff will be consulted when this is necessary. It is the College’s aim to reach agreement to reasonable changes, but if agreement is not possible, the College reserves the right to insist on changes to a job description after consultation with the post holder.

2.In carrying out the duties and responsibilities of the post it is expected that the post holder will do so in accordance with the College Ethos and Equal Opportunities

Policy.

3.This is a post which is governed by The Protection of Children and Vulnerable Adults

(Northern Ireland) Order 2003. Before appointing anyone to this post, it is policy to

ask for the relevant check to be carried out by Access NI

4.The College operates a no smoking policy and all staff are expected to adhere to this.

5.In order to deliver its objectives, the College has developed to the following set of

values and all staff expected to work within these;

  • Solution focused
  • Excellence driven
  • Responsive
  • Collaborative
  1. All Staff at Principal Lecturer Level and above (including equivalent staff on NJC Terms & Conditions, band 6 and above) are required to participate in evening and holiday cover rotas as required.
  1. All Staff are required to contribute to a healthy and safe working environment and to adhere to all health and safety regulations and College policies.
  1. All staff has a responsibility for ensuring that risks are managed at College, team and

individual level. This process will include the assessment and effective control of all

acceptable risk situations.

  1. All Budget holders will be responsible for ensuring the delivery of a balanced budget across their area of responsibility, including the delivery of any agreed cost improvement programmes.
  1. Please note that a waiting list may be created from this post from which further appointments may be made should the same or a similar post arise within six months of the interview date. Please note such posts may be based at any College Campus.

Selection Criteria

ICT Technical Support Officer X 2

Essential Assessment Criteria:

  1. Hold a Level 3 in a Computing/ICT related subject.

OR

1 years’ experience working in an ICT support/development function*

*The 1 year’s working experience must include providing Technical Support in each of

the following:

  1. Installation of operating systems such as Windows 8 or later
  2. Installation of desktop application software such as Microsoft Office
  3. Diagnosing and resolving PC problems in a networked environment
  1. Demonstrate the ability to apply a logical, methodical approach to problem identification and resolution.
  1. Demonstrate the ability to work as part of a team.
  1. Demonstrate a willingness to learn new skills.
  1. Hold a current driving licence and have access to a car or have access to a form of

transport that will enable the post-holder to fulfil the role in full.

The above are minimum criteria. These may be enhanced at the discretion of the Selection Panel.