TechServe (ICT) Level 1 Support
TechServe Service Delivery Manager
- Service Delivery Manager
- TechServe Support Staff
- Teaching Staff
- Students
- Operations and Administrative Staff
Covenant Christian School was founded in 1978. It is a non-denominational Christian co-educational day school, with close to 900 students from Preschool to Year 12. Covenant works in partnership primarily with Christian parents to be an extension of the Christian home, where God is honoured and served.
All staff are committed Christians seeking to provide a nurturing and caring environment. Teachers provide an academically rigorous Christ-centred and biblically grounded school curriculum that engages the world we live in. Covenant provides a supportive community, where the welfare of students is of great importance.
Vision: To faithfully serve in God’s plan to restore all things under the Lordship of Jesus Christ.
Mission: To assist parents in the nurture of their children, by providing a Christ-centred, biblically grounded, culturally engaging and academically rigorous education to equip the children to live for God’s glory.
ROLE STATEMENT
This Level 1 position provides a great opportunity for a new graduate or similar to gain experience in a wide range of technologies. You will be an initial point of contact for support and have a desire to serve and support the end user with empathy and patience. Working with an effective team, you will have a wide range of responsibilities and opportunities to grow and be challenged in your support of technology and also in your response to it as a Christian.
KEY REQUIREMENTS
- Committed Christian, of a reformed evangelical persuasion actively involved in the life of their local church, with a strong passion for Christian community.
- Able and willing to sincerely affirm the School’s Statement of Belief.
- IT Professional with a responsive customer service focus
- Willingness to contribute to the teaching and learning goals of the school
- Ability to show a commitment to learning and developing new skills
- Ability to work independently and as part of larger teams, prioritise service requests and communicate with clarity
- Experience supporting end users within appropriate frameworks (such as ITIL)
- Familiarity with key platforms including the following is advantageous:
- Edumate
- Canvas
- MS Office 365, SharePoint, Teams
- Wireless / Networking
- SSO and Identity Management
- Good relationship and communication skills for building rapport at all levels in the school including with staff and students
- Demonstrated technical abilities and IT
- Demonstrated technical abilities in AV production is advantageous but not essential
- Ability to analyse, troubleshoot and problem solve effectively using initiative and foresight
- An ability to gain a sound working knowledge of the school environment
- Awareness of WHS practice and procedures
- Current Working with Children Check
GENERAL DUTIES
- Provide first response and ticket-based ICT support to students, staff and parents, in compliance with internal SLAs.
- Assist in the training and education of staff and students in the effective use of relevant digital technologies.
- Analyse, troubleshoot and problem solve issues faced by end users, communicating effectively through the process.
- Contribute to the teaching and learning outcomes of the school by viewing each interaction as an opportunity for learning.
- Liaise with a range of vendors regarding purchasing, maintenance and support.
- Develop and maintain internal documentation and training resources for end users.
- Support the configuration and deployment of our SOE, which includes Windows 11, MacOS and iPadOS devices.
- Support user, group and device administration across Active Directory and Microsoft Intune, including account maintenance, access controls, device enrolment and basic endpoint management tasks.
- Meet training objectives as required by the Service Delivery Manager or Director
- Undertake formal and informal training to improve skill sets in hardware and software used the school.
- Follow service management procedures including communication, change management, outage notifications, and others as per the School’s Helpdesk Service Delivery Standards.
- Collaborate with ICT staff to facilitate the delivery of special projects which often involves development pilot tests and proof-of-concept scenarios with staff and students.
- Any other duties as requested by the Principal and / or the Service Delivery Manager.
QUALIFICATIONS AND SKILLS
- Tertiary qualifications in Information Technology or equivalent
- Hands-on experience in the ICT industry in a support-based role, with knowledge and competency in core hardware and operating system technologies including installation, configuration, diagnosing, preventive maintenance and basic networking.
- Highly developed customer service mentality
- Experience supporting Windows-based operating systems
- Experience with Apple OSX and iPadOS-based operating system
- Some exposure to database and web-based application administration
- Proficient in the use of Microsoft 365 and other educational cloud-based applications and services.
- Ability to perform all tasks with attention to detail. Ability to prioritise work schedules by being self-directed and motivated.
