/ Position Description
Position Title / IT Support Officer
Classification / Grade 3 (HSUA No 5 Admin Officers Award)
Employment Status
Service Area / Information Technology
Team / Information Technology
Initial Location / Parkdale
Line Manager / Chief Information Officer
Supervises / Not applicable
1. Purpose of Position.
The IT Support Officerwill support the CIO by providing technical and application support for all CBCHS network users. As directed by the CIO this position will liaise with external ICT consultants to undertake procurement or support activities. Responsibilities included are system administration tasks and data management.
2. Key Responsibilities
IT Helpdesk and Applications Support
  • Perform CBCHS IT Helpdesk tasks including
  • logging calls,
  • documenting outcomes,
  • escalating support requests to the CIO or Health Shared Services, as and when required
  • pro-actively providing progress information to users on outstanding support calls)
  • Provide technical support to all CBCHS network users (including the deployment of associated PCs, software and peripherals)
  • Provide system orientation,training and application support to new starters for key applications utilized at CBCHS
  • Responsible for administering active directory (password resets, new users, email) and CMS user accounts and care provider schedules
  • Assist the CIO in the preparation and updating of training manual and workflow guides for key applications used at CBCHS (written and eLearning tools)
  • Other ad hoc activities related to the on-going system maintenance for key applications used at CBCHS including web-site and intranet content development

Data management
  • Develop accurate monthly data reports for dissemination across all levels of management at CBCHS
  • Manage error validation processes required to ensure timely preparation of monthly reports and statutory extracts
  • Ensure system and data security is maintained at a high standard, ensuring the integrity of the CBCHS network is not compromised.

Administration
  • Perform administrative duties, as required
  • As directed by the CIO,liaise with external consultants for support activities and scheduling of maintenance activities
  • Assist the CIO with:
  • the compilation and maintenance of accurate inventory of hardware and software
  • the planning of and development of technical projects; and
  • undertake other relevant duties as directed by the Chief Information Officer which are consistent with the employee’s skill, competence and training.

3. Organisational Responsibilities
OHS
An employee has a responsibility to ensure that:
  • their actions do not put at risk the health and safety of themselves or others;
  • all injuries, accidents and potential hazards are reported immediately on the appropriate form;
  • they participate in and/or support any consultative structures, such as a Health and Safety Committee, which is established for the purpose of maintaining a safe working environment;
  • Reasonable steps are taken to protect clients from injury; as part of their duty of care, all staff are required to supervise/support clients adequately.

Health Promotion – Optional (except for Primary Health).
  • Contribute to CBCHS health promotion activities and participate in developing relevant programs and projects in line with CBCHS Health Promotion Plan.
  • Work collaboratively with other health professionals in developing a comprehensive multi-disciplinary health promotion approach to the local community as required.

Community Participation
  • Promote awareness to the community that CBCHS encourages consumer, carer, and community participation at all levels of the organisation.
  • Participate in recruiting consumers, carers, and community in individual care, surveys, focus groups and committees as required.Work collaboratively with other health professionals in developing a community participation approach to service delivery.

Policies & Procedures
  • Employees are expected to contribute to and comply with all CBCHS employment and operational policies, including but not limited to quality, safety, equality and the environment.

4. Working Relationships
Internal working relationships include:
  • Chief Information Officer
  • Other IT Team members
  • IT Projects - Steering Committee Members
  • CBCHS staff
External working relationships include:
  • Office of Health Information Systems (DoH)
  • VHIMS (DoH)
  • CRISSP (DHS)
  • McClewan’s Pty Ltd
  • Telecommunications Account Managers
  • Technology vendors (as required)

5. Key Selection Criteria
Mandatory
  • A Tertiary qualification in Information Technology or other IT Qualifications e.g. Industry Certification i.e. MSCE.
  • Previous experience working in a similar IT support or data management role
  • A strong work ethic and ability to prioritise tasks in a high pressured work environment
  • Demonstrated ability to train, direct and motivate staff to utilise key CBCHS , applications and platforms (TrakCare, Windows 7 & 8, Microsoft Office 2010/2013, Internet Explorer)
  • Demonstrated ability to organise workload efficiently and work autonomously with minimal supervision
  • Sound written and verbal communication skills, particularly in the area of technical and process / procedural documentation
  • Current drivers licence
Desirable
  • Microsoft certification e.g. MCSE in networking or applications.
  • Ability to provide technical support and deployment of network pcs and printers to a standard operating environment

6. Authorization
I,______(employee name) certify that I have read, understood and agreed to the contents within this Position Description.
Signed:______(Employee)______(Date)
Signed: ______(CEO)______(Date)

Our Values: Respect, Empowerment, Collaboration, Quality and Transparency