Location: McAuley Catholic College, Tumut NSW and surrounding areas
Employment Type: Full-Time, Ongoing
Salary Range: $92,701 to $101,132 plus superannuation (based on skills and experience)
Start Date: Negotiable
Closing Date: 11.55 pm, Sunday 15 September 2024
 
About Us 

Catholic Education, Archdiocese of Canberra and Goulburn (CECG) plays an integral role in education in the ACT and NSW, operating 56 Schools and nine Early Learning Centres (ELCs). 

The Catholic Education Office (CEO) provides corporate services to the CECG system of Schools and ELCs. These Service Areas include; Education and Performance Improvement, Catholic Identity, School and Family Services, Strategy and Special Projects, Finance and Infrastructure, Information and Communication Technology and People and Culture. 

CEO is committed to workforce diversity and creating inclusive workplaces. We welcome applications from suitable candidates from all diversity groups to support our system of Schools and ELCs in delivering quality education outcomes for the students in our care. 

About the Role  

The Senior Technical Support Officer will ensure the provision of high quality and timely technical support to staff and students across CECG. This role supports the areas of Tumut, Temora, Young, Batlow, Gundagai and Adelong, with travel to surrounding areas as required. The successful incumbent would ideally be located within these areas.

Benefits and Opportunities

• Positive and collaborative workplace culture 
• Permanent contract 
• Attractive remuneration package 
• Access to salary packaging, including novated leasing 
• 24 weeks of paid parental leave (maternity/adoption) 
• Up to 14 weeks paid parental leave (paternity/non-initial primary carer leave) 
• Support for professional development and study opportunities 

Key Responsibilities

• Perform Lead Duty Technical Support Officer duties including monitoring the performance of the core network infrastructure, investigating, logging and escalating faults with the relevant officer or service providers and providing support to mentor and coach other Duty Technical Support Officers. Escalate issues to Technical Support Leads and the Service Delivery Manager as required.
• Assist in the creation of technical and user documentation (Standard Operating Procedures – SOPs) using adopted templates, standards, and knowledge base tools.
• Capture, review, respond and resolve requests using the service desk toolset within the prescribed service level agreement. Correctly categorised requests and create problem records if required. Follow-up customers or escalate as required.
• Perform Local Technical Support Officer duties including maintaining quality relationships with School or Office stakeholders, understand local school or office context and manage and service infrastructure as directed by the infrastructure team, Technical Support Lead or Service Delivery Manager.
• Perform Duty Technical Support Officer duties including participating in the Service Delivery Roster to provide Level 1 support to all system users via phone, ITSM tool and other methods as defined in the Service Delivery operating model.

Qualifications

• Tertiary qualifications obtained in IT or relevant field.
• Experience with Level 1 and Level 2 ICT support.
• Working with Vulnerable People (WWVP) and Working with Children’s Check (WWCC) registrations.

Selection Criteria

1. Highly developed technical skills with the ability to take ownership of complex technical issues and work across teams to achieve resolution.
2. Excellent customer service skills with the ability to effectively communicate and work with a diverse customer base.
3. Ability to work independently and as part of a team.
4. Excellent communication skills (oral and written) with an ability to translate and communicate technical information to non-technical users.
5. Ability to think critically and contribute to resolving technical issues, and experience with root cause analysis.
6. Experience with but not limited to; SCCM, MS Intune, MS Exchange, MS Teams, JAMF, Apple School Manager, Active Directory, Entra AD, OKTA and Google Workspace. Windows Server 2016 and newer.
7. Demonstrated ability to contribute to small to medium projects using project management methodologies and frameworks.

Please refer to the position description for in-depth details regarding the criteria and skill set required. 
 
Other Eligibility Criteria 

• You must be an Australian Citizen or Permanent Resident to be eligible to apply for this position. 
• Appointment is subject to satisfactory employment screening for child-related employment in accordance with CECG policy. 

Application Process 

Applicants must submit a cover letter addressing the Skills, Attributes and Experience section in the position description and a current resume. 

For further information about the role and Catholic Education Archdiocese of Canberra & Goulburn, please visit the website and position description.  

If you have any questions about the recruitment process, contact Rebecca Radanovich, People & Culture Officer, on 0475136048 or via email at rebecca.radanovich@cg.catholic.edu.au. 

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