JOB DESCRIPTION
REPORTS TO: Senior Technical Support Officer (AO)
RESPONSIBLE TO: EA Technical Support Lead
Key Purpose of Role
The postholder is an ICT Technical Support Officer responsible for the provision of an efficient and effective ICT support structure within the ICT Support team, ensuring continuity and availability of ICT systems throughout the Education Authority (EA). The postholder will assist the Technical Support Specialists in the development and implementation of ICT systems to support EA business requirements.
Main Duties and Responsibilities
Technical and Systems Support
1. Assist with the setting up, operation, and maintenance of ICT systems and related peripherals in Education Authority main buildings and out centres.
2. Be responsible for regular and systematic back-ups of relevant systems on the network and standalone ICT systems in the Education Authority.
3. Provide technical support and advice in all areas relating to Education Authority ICT systems, hardware, and software, undertaking visits to out centres where necessary.
4. Investigate and research technical solutions to ongoing technical problems, formulating technical procedures where required.
5. Evaluate hardware and software to assist in the provision of an ICT service to Education Authority Units and out centres.
6. Assist with the development and maintenance of the ICT Service unit’s Service Desk system.
7. Provide specifications and technical information to all units on all technical matters.
8. Liaise with ICT suppliers and external service providers as appropriate.
9. Project-lead the design, development, and implementation of small ICT systems/assignments.
Operational
1. Undertake a variety of Operational activities in support of Education Authority unit’s ICT systems as necessary.
2. Create and maintain a timetable schedule for operational activities and security back-ups.
Training
1. Assist Education Authority personnel with the operation of hardware and related software.
2. Participate in the planning, design, and delivery of a programme of technical training.
3. Provide advice to Education Authority personnel on commonly used software packages.
4. Formulate procedure documents to guide personnel in the use of ICT hardware and software.
Administrative and Resource Management
1. Assist in the setting up and maintenance of the Education Authority’s ICT resources.
2. Assist with the requisitioning of resources for all Education Authority Units.
3. Maintain an up-to-date electronic inventory of Education Authority ICT resources.
4. Ensure compliance with copyright rules and software licenses.
5. Provide regular reports as required by the line manager.
6. Monitor the proper use of all IT equipment.
Research and Development
1. Participate in the research and development work of the Technical Support Service.
2. Engage in development work requested by Education Authority units.
3. Keep fully conversant with various developments in ICT.
4. Liaise with hardware and software suppliers to minimize faults.
People Management & Development
1. Promote the corporate vision, values, and culture of EA.
2. Provide clear structure and strategies for the Technical Support team.
3. Foster a culture that supports the achievement of the authority’s Strategic Plan.
4. Supervise up to 1-5 members of staff as necessary.
5. Deliver awareness sessions to the team as required.
Health & Safety Duties and Responsibilities
1. Understand the Health & Safety responsibilities within EA.
2. Ensure compliance with EA policies and programmes.
3. Implement personnel management policies for team responsibilities.
4. Foster a workplace safety culture.
This job description will be subject to review in light of changing circumstances and is not intended to be rigid and inflexible. Other duties of a similar nature may be assigned from time to time. In accordance with Section 75 of the Northern Ireland Act (1998), the post-holder is expected to promote good relations and equality of opportunity at all times.
About the company
The Education Authority is a non-departmental body sponsored by the Department of Education in Northern Ireland.
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