Position information

Position Title: IT Support Officer

Classification: Band 5

Reports to: Team Leader Support Desk

Division: Corporate Services

Department: Information Services

Our strategic context

Council Plan Vision Achievement
We partner with our community to protect and care for the community of life in Bayside making an
inclusive, active, healthy, connected and creative experience for all.

How we work together

Our values and behaviours underpin all the work we do and are the foundation for the development
of One Bayside.

We hold ourselves and each other accountable to our shared values and behaviours of Respect
Each Other, Own It, Work Together and Find Better Ways.

Position Purpose
The key purpose of the IT Support Officer role is to provide efficient, timely, accurate and reliable IT
support to the customers of Council’s IT department while also assisting these customers to utilise
IT to their best advantage and contributing to the development and implementation of measures to
improve and enhance IT support services.

Bayside City Council proudly acknowledges the Bunurong People of the Kulin Nation as the Traditional Owners and Custodians of this land,
and we pay our respects to their Elders past, present and emerging.

Respect Each Other, Own It, Work Together and Find Better Ways
Position – Key Functions, Accountabilities & Outcomes
Key Functions Accountabilities Outcomes
.

Service Desk call

• Service Desk calls are responded to and • Customer Service
response, logging and
classified in a timely, accurate and is delivered to
classification.
effective manner ensuring that department ensure a great
goals are met and that customer service customer
levels are of a high standard. experience for the
Organisation.

Application
• Identified application issues are • Service level
troubleshooting and
investigated and resolved in a timely and standards are met
problem resolution.
effective manner ensuring that department and customer
goals are met and that customer service needs are met.
levels are of a high standard.

Install, maintain,
• Council desktop applications, systems and • Technology,
update and support, all
peripherals are installed, maintained and systems and
Council desktop
supported in accordance with the IT solutions are
applications, systems
Department Procedures. provided and
and peripherals.
maintained within
IT standards and
practices.
Install, maintain,
• Council applications and systems are • Technology,
update and support
installed, maintained and supported in systems and
specific Council
accordance with the IT Department solutions are
Devices, applications
Procedures. provided and
and systems.
maintained within
IT standards and
practices.
Maintain relevant
• Council IT databases and applications are • Technology,
Council databases and
maintained in a timely manner ensuring systems and
applications.
data accuracy and integrity. solutions are
provided and
maintained within
IT standards and
practices.

Participate, as a
• Council staff are effectively and • Customer Service
member of the Support
proactively supported by the IT Support is delivered to
Team, in Departmental
team on IT related projects and BAU IT ensure a great
projects and initiatives.
services, ensuring that Council’s customer
Customer Service Commitments are met. experience for the
Organisation.

Bayside City Council proudly acknowledges the Bunurong People of the Kulin Nation as the Traditional Owners and Custodians of this land,
and we pay our respects to their Elders past, present and emerging.

Respect Each Other, Own It, Work Together and Find Better Ways
 Assist in the
• Where directed, emerging technologies • Technology,
implementation and
are identified, researched, tested and systems and
maintaining of IT
implemented in accordance with Council’s solutions are
solutions and
IT Strategy. provided and
hardware to facilitate
maintained within
and improve Council’s • Council hardware, software and data is
IT standards and
business processes. secure and integrity is maintained.
practices.
• Procedures and system documentation is
developed and maintained for all IT staff
to utilise.

Position - Organisational Relationships

Key Internal Contacts: IT Team Members, Council Staff

Key External Contacts: Contractors, Consultants, Service Providers/Statutory

Authorities, Other local authorities

Position - Delegations
Financial Delegations: $2000

People and Position None

Delegations:

Position – Skills and Competencies

Accountability and Extent of

• Responsible for ensuring that the objectives of the key
Authority
responsibility areas are achieved and carried out in a
professional manner in accordance with delegated
responsibilities.
• Undertake functions in accordance with standards and
procedures developed for the technology and in accordance
with the procedures determined for the work involved.
• When required, act as backup for the supervision of
Information Support staff within objectives set by the
Coordinator.

Judgement and Decision

• The nature of the work is well defined in accordance with
Making
service policies and procedures.
Bayside City Council proudly acknowledges the Bunurong People of the Kulin Nation as the Traditional Owners and Custodians of this land,
and we pay our respects to their Elders past, present and emerging.

Respect Each Other, Own It, Work Together and Find Better Ways
 • Solve problems using established procedures, guidelines
and/or the application of technical knowledge or relevant
experience. Problem solving may require the incumbent to
research the issue and apply creativity to the solution where
not previously encountered.
• Ability to draw upon knowledge and experience to make day-
to-day decisions within the guidelines without reference to the
IT Support Coordinator.
• Guidance and advice is usually available within the time
available to make a choice.
• Authorised to undertake procedures and work practises
consistent with the approved standard of the Council
operations guidelines.

Interpersonal Skills
• Ability to present a personable and professional image to all
Council clients.
• Demonstrated capacity to adapt to changing circumstances
and flexibility in the approach to meet challenges.
• Ability to work with minimal or no supervision.
• Well-developed written and verbal communication skills.
• Ability to work in a team environment and liaise with staff
across all levels.
• Ability to liaise with colleagues to discuss and resolve
complex IT problems.
• Demonstrated commitment to excellent customer service.

Qualifications and Mandatory

Experience
• Post-secondary qualifications in Information Technology or
related discipline, may include any of the following;
• Computer Science (diploma or equivalent)
• Information Technology (diploma or equivalent)
• Relevant industry-based training.
• Minimum 3 years’ experience in a related field.
• A solid understanding of the role of the Help Desk and 1st &
2nd Level support.
• Experience supporting Windows 10/11 and Office 365 in an
enterprise environment.
• Experience administering Windows Server, Active Directory
and Group Policy.

Bayside City Council proudly acknowledges the Bunurong People of the Kulin Nation as the Traditional Owners and Custodians of this land,
and we pay our respects to their Elders past, present and emerging.

Respect Each Other, Own It, Work Together and Find Better Ways
 • Current Victorian Drivers Licence.

Desirable
• ITIL qualifications.
• Experience in Local Government.
• Microsoft Exchange 2016 (or above) administration
experience.
• Enterprise Telephony system (PBX) support experience.
• Desktop application packaging experience. (SCCM/Intune)
• Experience supporting mobile devices using a Mobile Device
Management (MDM) solution.

Specialist Skills and

• A sound knowledge of the issues, concepts, and techniques
Knowledge
relating to the operation and delivery of Information
Technology Help Desk services.
• Troubleshooting proficiency with a range of desktop
hardware and software applications including, but not limited
to, the Microsoft Office suite and Microsoft Outlook.
• A solid understanding of computer systems, local and wide
area networks, desktop peripherals, and a variety of desktop
software applications.
• Experience and proficiency in issues, concepts, and
techniques relating to the operation of Information
Technology. Use of these attributes to analyse and search
for solutions to new problems (technical and operational) or
opportunities.
• Knowledge of technical and support requirements, and
demonstrated ability to install, configure and support
Microsoft Desktop products.
• Awareness of information security and permissions on
Windows servers and the mechanism for configuring systems
in line with policies.
• Awareness of CyberSecurity and the security implications
when maintaining a secure IT Environment.
• Understanding of EEO, OH&S and Disability Legislation and
procedures.
• Understanding of OH&S principles and practices as they
relate to the role.
Management Skills
• Demonstrated ability to organise one's own work.

Bayside City Council proudly acknowledges the Bunurong People of the Kulin Nation as the Traditional Owners and Custodians of this land,
and we pay our respects to their Elders past, present and emerging.

Respect Each Other, Own It, Work Together and Find Better Ways
 • Ability to set priorities and meet the department's
organisational objective utilising existing or identified
resources.
• Ability to work with minimal supervision and show initiative
and effectiveness.
• Ability to cope with interruptions and undertake multiple tasks
at once.
• The ability to retain the confidentiality of all executive matters
and Council business.

What we are all responsible for

Values and Behaviours

• Embrace and live the shared values of Bayside City Council: Respect Each Other, Own It,
Work Together, Find Better Ways.
• Reflect these values in how we do business and how we treat each other, our customers and our
community members.
• Work in a manner that reflects the agreed Team Behaviours.

Code of Conduct
All employees are required to comply with the standards of behaviour that are outlined in the Code
of Conduct. The Code of Conduct sets the expectations Council has of all employees, as well as the
expectations that employees can have of Council. It helps us to understand our responsibilities in
terms of:
• Adhering to Council policies and procedures, and the law.
• Dealing with Council Property.
• Corporate Obligations.
• Personal Conduct.

Customer Service
We are committed to being a customer-focussed organisation that delivers excellent and effective
customer service at all levels. By engaging with the community, delivering simplified processes, and
exceeding expectations, we are committed to customer service that will be:
• Easy to deal with.
• Empathetic.
• Effective.
Bayside City Council proudly acknowledges the Bunurong People of the Kulin Nation as the Traditional Owners and Custodians of this land,
and we pay our respects to their Elders past, present and emerging.

Respect Each Other, Own It, Work Together and Find Better Ways
• Trusted.

Diversity, Equity and Inclusion

We are focused on creating a psychologically safe culture where our people feel respected and free
to speak up. A culture where:
• Inclusivity becomes a conscious standard practice.
• We have a safe workplace where people are respected, heard and valued.
• We have a thriving high-performance culture.
• We are able to achieve our strategic goals.

Safeguarding Children and Young People

We are committed to building a culture that keeps children and young people we support and
engage with safe from abuse through:
• Promoting the safety and wellbeing of children and young people to whom we provide services.
• Ensuring that our interactions with children and young people are consistent with the
Safeguarding Children and Young People Policy and Safeguarding Children and Young People
Code of Conduct.
• Speaking up and reporting any suspicions, concerns, allegations, or disclosures of alleged
abuse, by staff and those with whom we interact.
• Following policies and procedures for safeguarding children and young people.
• Maintaining a valid Working with Children Check.

Workplace Health, Safety and Wellbeing

• Read and comply with all OHS policies and procedures in relation to your OHS roles and
responsibilities.
• Immediately report all hazards and incidents, following the appropriate processes and using the
online hazards and incidents form.
• Work in a manner that will not endanger yourself or any other person.
• Assist new employees in the use of proper work practices and procedures.

Bayside City Council proudly acknowledges the Bunurong People of the Kulin Nation as the Traditional Owners and Custodians of this land,
and we pay our respects to their Elders past, present and emerging.

Respect Each Other, Own It, Work Together and Find Better Ways
• Use personal protective equipment clothing or equipment (PPE) provided as instructed by your
supervisor and report any defective or damaged PPE.
• Not attempt any task unless you are capable and competent to carry out the task.

Sustainability
• Demonstrate individual responsibility and commitment to sustainability by complying with
Council’s internal policies and guidelines.
• Participate in staff initiatives and change campaigns to reduce impact on the environment,
including energy and water efficiency, recycling and avoiding waste, zero carbon transport and
sustainable procurement.

Bayside City Council proudly acknowledges the Bunurong People of the Kulin Nation as the Traditional Owners and Custodians of this land,
and we pay our respects to their Elders past, present and emerging.

Respect Each Other, Own It, Work Together and Find Better Ways