JOB DESCRIPTION

(Senior) Technician IT Support Services (UOW/UOC)

ROLE TITLE (Senior) Technician IT Support Services (UOW/UOC)

SECTION/DIVISION: Operations Division, Shared Services, IT Support Services

REPORTS TO: Team Leader IT Support Services

DIRECT REPORTS (FTE): Nil

INDIRECT REPORTS (FTE): Nil

PRIMARY PURPOSE OF Provide effective and timely day-to-day IT desktop, audio-visual (AV) and
THE ROLE: eConferencing support of hardware, software, devices, network, systems,
platforms, applications and other computing related technologies. Working
across the Campus, the role identifies, analyses and resolves performance or
functionality issues; provides end-user training and instruction; and supports
installation and maintenance of equipment and associated facilities.

Being part of the Shared Services team the position flexibly provides IT
desktop support and related services across the University. A client focused
orientation providing excellent service delivery is critical to success in this
role.

ACCOUNTABILITIES: Be an IT Support point of contact for the work area(s). Anticipate and be
responsive to clients’ operational IT needs and issues.

Provide effective, reliable operational IT support, advice and

recommendations in a manner easily interpreted by stakeholders. Escalate
or refer to specialist teams as appropriate. Be a resource for IT Support
Services and AskOtago (the contact centre) staff.

Receive, evaluate and prioritise incoming requests for assistance. Meet

customer service needs and balance competing demands. Provide timely
customer follow up information on the progress of requests and follow up
with clients to ensure their systems are functional after troubleshooting.

Appropriately track and record faults, malfunctions, client experience,

context, resolution and other activities undertaken utilising organisational
systems or incident management systems. Fully document
investigative/enquiry work performed to enable seamless follow up on
referred actions or by other services providers. Where appropriate escalate
to vendor. Monitor progress regarding resolution/repair, and on return to
normal. Proactively communicate with end users (e.g. lecturers, instructors,
presenters) regarding technological malfunctions and assist with alternative
arrangements.

Deploy and complete standard set-up activities and local support for
computers, printers, multifunction devices, audio-visual equipment,
smartphones, and other ICT systems and equipment.

Perform hardware and software maintenance including patching, cleaning,

data recovery, upgrades, and testing; and desktop antivirus installation and

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software scans. Monitor and update in accordance with IT security protocols
and standards.

Provide responsive technical support and assistance in the effective and

timely diagnosis and resolution of hardware, software, devices, network,
systems, platforms, applications and lecture theatre interlinking system
incidents, requests and problems. Troubleshoot and provide fast support
including via remote desktop connections. Identify recurring issues and
analyse underlying problems and make recommendations for prevention
and resolution. Collaborate with colleagues and IT Services (Operations
Division) to achieve issue resolution, referring where appropriate.

Install, configure, remove, integrate, commission and provide support for end
user hardware, operating systems and other systems software. Ensure
systems are available for use, support user requirements, are fit for purpose,
and protect assets and components from unauthorised and inappropriate
use. Correct malfunctions, document activities in accordance with
procedures and update configuration management records. Use the
University's preferred software packaging and deployment tools.

Undertake systems administration functions associated with maintenance of

user accounts, access levels and permissions; implementing systems use
policies in accordance with security procedures and delegations; and
maintaining hardware and software inventory, licenses and warranties.
Maintain and monitor equipment inventory databases including movement
of equipment. Identify discrepancies and work with team members to track
missing items. Assist with asset audits.

Provide (where applicable) IT support for end user research IT infrastructure

and interface; specific applications (e.g. finance, student, HR systems); and
learning and teaching applications. Collaborate with IT Services (Operations
Division) to ensure teaching and learning applications are evaluated, tested
and deployed.

Undertake and implement IT Support Services projects and programs.

Provide AV and eConferencing technical and operational support such as:

front-line maintenance of equipment and associated facilities; monitoring
and providing consumables (e.g. projector bulbs, batteries); screening and
testing presentations; making audio and video recordings of lectures/
meetings/presentations; set up and operate audio, video, web, mobile and
desktop conferencing platforms and associated applications; on-site and in-
room support for scheduled and ad-hoc eConferencing meetings;
equipment and connection testing and monitoring, and integration with
remote attendees; digital signage installations configuration and
maintenance. Provide appropriate assistance to students with disabilities so
they can successfully participate in the teaching and learning experience.

Provide support for events including: liaison with external clients to obtain
their technical requirements; resource and allocate equipment; match
meetings to appropriate spaces; deliver, test, integrate operate and manage
equipment and applications, including set-up and removal from the event
locations, and on-site event support.

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 Implement backup and disaster recovery solutions and prevention in
accordance with procedures. Respond to service interruptions. Refer or
escalate critical situations to re-establish system functionality.

Maintain security of equipment and facilities. Ensure equipment is

appropriately marked and secured to prevent theft and unlock and lock
lecture theatres and other facilities at required times. Notify security staff of
changes in conditions relating to access or breaches of security. Identify,
action and monitor maintenance requirements of the associated facilities,
escalating where appropriate.

Develop and maintain knowledge and technical capability across diverse and
dynamic hardware, technologies, platforms and applications. Actively
contribute to the development and maintenance of technical support
documentation and the effectiveness of an IT knowledgebase. Support
increased issue resolution at first point of contact.

Undertake activities associated with providing an eWaste service including

identifying items for recycling or disposal; removing data from equipment
and dismantling equipment in accordance with security, environment, health
and safety procedures and standards.

Proactively build and maintain strong collaborative relationships with clients,

AskOtago, custodial, Property Services and security staff, event services and
IT colleagues. Work collegiately to develop services consistency, identify new
opportunities for enhancing services and create communities of practice
within the function.

Contribute to the development of training materials, and conduct end user

training and demonstrations on services related activities as required.

Perform Departmental Health & Safety Officer (DHSO), first aid and/or fire
warden duties (if required).

KEY RELATIONSHIPS: Internal

Staff
Students
IT Services Division teams
Shared Services colleagues and staff
Disability, Information & Support
Custodial and security staff/services
Events Management team

External
Events participants/guests/hirers of facilities
Vendors, suppliers, consultants
May include other universities, DHBs, Research Groups

QUALIFICATIONS & Essential

EXPERIENCE: IT related professional qualification or recognised relevant IT credentials.
At least 1 years' experience in providing frontline IT support to end users in a
medium sized or complex organisation on a wide range of IT enquiries.
Experience diagnosing and troubleshooting basic hardware and software
issues on desktops, laptops, mobile, audio-visual and tablets.

Preferred

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 Tertiary level IT qualification.
Two years' of experience installing, configuring and maintaining computer
hardware, software and peripheral equipment.
Experience with remote desktop applications and troubleshooting
techniques.
Experience working within a Service Management framework e.g. applying
ITIL processes.
Experience of operating, maintaining and troubleshooting AV equipment and
systems with good operational and technical knowledge of teaching
equipment including overhead projection, slide projection, data-video
projection, video conferencing, and the operation of computers for
multimedia presentations.
Experience delivering AV requirements for events.

TECHNICAL SKILLS AND Essential

KNOWLEDGE: In depth knowledge of Microsoft, Macintosh and/or Linux applications and
providing IT support within a Microsoft Windows/Macintosh/Linux desktop
and server environment.
In depth knowledge of computer hardware and associated peripherals.
Knowledge of networking.

Preferred
Industry standard certifications in one or more of Microsoft Windows, Mac
OS or Linux
Diagnostic skills with automated lecture theatre monitoring and control
operating systems and associated audio-visual equipment.

SPECIAL REQUIREMENTS: Contribute as part of a network of Shared Services staff to provide suitable
coverage during periods of leave, peak period activities and to cater for
University and customer requirements.
Undertake work outside of normal hours as required.
May be required to perform duties at different workplaces or locations across
the Campus.
Provide service and support to other University of Otago campuses as and
when required.

DIRECT BUDGET Nil

ACCOUNTABILITY:

HEALTH AND SAFETY: Act and work in a manner compliant with current health and safety at work
legislation and University procedures, frameworks and guidelines. Role
model safe behaviour and practices, share the responsibility to prevent harm
and contribute to a safe campus and work environment, including raising
workplace health and safety concerns for self, students, visitors and other
staff.

SUSTAINABILITY: Act in a manner consistent with the University’s sustainability commitments;

role-modelling sustainable practices, with a particular emphasis on
minimising the environmental impact of day-to-day activities.

CAPABILITY FRAMEWORK:ILITY
Capability Group Capability Name Level
Communicate Effectively Intermediate

Commit to Customer Service Intermediate

ENGAGE
Work Collaboratively Foundational

Influence and Negotiate Foundational

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 Deliver Results Foundational

Plan and Prioritise Foundational

ENABLE
Think and Solve Problems Intermediate

Demonstrate Accountability Foundational

Display Resilience and Courage Intermediate

Act with Integrity Intermediate

PERSONAL ATTRIBUTES
Manage Self Foundational

Value Diversity Foundational

Te Reo Foundational
LANGUAGE AND CULTURE
Tikanga Māori Foundational