ICT Field Services Snr Support Off

At the NSW Department of Education, we educate and inspire lifelong learners – from early childhood, through schooling to vocational education and training.

• Ongoing Full-Time 


• Location: Dubbo / Bourke


• A talent pool may be created through this recruitment process to fill anticipated vacancies over the next 18 months.


• Competitive remuneration ranging from $102,936 to $113,579 plus super & annual leave loading.

This role is responsible for deploying and supporting the Department’s standardised infrastructure, hardware, and systems, ensuring strong customer service and continuous service improvement in strict accordance with established policies and service levels.

The ICT Field Services Senior Support officer will provide onsite support across approximately 160 schools, supporting around 50,000 devices, and will also offer localised change implementation support to ITD teams, SINSW, and other DoE business units.

You will promote the adoption of standardised ICT services, support their transition and enhancement, escalate complex issues to the ICT Field Services Support Coordinator, and provide technical guidance to improve staff understanding of ICT usage.

The role includes maintaining accurate records in line with departmental protocols, participating in continuous service review to identify enhancement opportunities, and travelling to sites to collaborate with stakeholders across a range of ICT experience levels.

For further information please click here to view the role description

About you

• Strong knowledge of ICT system, hardware and software, including troubleshooting and maintenance. 


• Excellent interpersonal skills to effectively support and communicate with diverse stakeholders, including school staff and departmental personnel. 


• Ability to diagnose and resolve technical issues promptly and efficiently. 


• Proficient in maintaining accurate records and documentation in line with departmental protocols. 


• Ability to collaborate with a team autonomously


• Highly organised.


• Knowledge of and commitment to implementing the Department’s Aboriginal Education Policy and upholding the Department’s Partnership Agreement with the NSW AECG and to ensure quality outcomes for Aboriginal people.

Essential requirements of the role

• A current and valid NSW Working with Children Check (WWCC) for paid employment. 


• Current and valid Australian driver’s licence (learners’ licence is not accepted.) 


• Willingness and ability to undertake short-term travel across but not limited to the assigned area of responsibility.


• Demonstrated understanding of and commitment to the value of public education.

Benefits

• Flexible working arrangements


• 35 hour working week


• Competitive, salary sacrificing, employer’s contribution to superannuation and annual leave loading


• Flex Leave entitlements, generous holidays & leave conditions


• Opportunities for advancement and mobility across the Department to support your career growth

How to apply

Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role and respond to the following pre-screening questions. 

1. Describe your experience delivering onsite ICT field services support across multiple locations, including supporting end users, managing competing priorities and maintaining ICT equipment. What were your key responsibilities, and how did you organise and deliver effective technical support across multiple sites? Provide a specific example that demonstrates your experience and the outcome achieved.


2. Tell us about a time when you installed, terminated or troubleshot network cabling or network-connected devices, such as switches, wireless access points or CCTV cameras. What tools and equipment did you use, what technical steps did you take to identify and resolve any issues, and how did you ensure safe work practices were followed? Explain how you tested and verified the solution and documented the work completed.

Interview will be face to face at Dubbo and or Bourke.

Applicants are encouraged to prepare their application materials independently. The selection panel values authentic and personally written responses that reflect your own experience, insights and alignment with the Department’s values and priorities.

Please refer to the Applicant’s Guide to Applying to assist you with your application.

If you are an existing Education Support Staff (corporate staff) with the NSW Department of Education, click here for instructions on how to submit your application.

All other applicants please submit your application by clicking ‘Apply Now’.

Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check.

This is a child-related role. As a condition of employment, you will be required to provide a valid Working with Children Check (WWCC) Clearance number (for paid employment). Visit the website for more information.

Candidates must have Australian work rights (citizens, permanent residents, New Zealand citizens or a valid work visa). Ongoing (permanent) roles are open to Australian citizens and permanent residents and New Zealand citizens, while temporary roles welcome applicants with a visa. 

Closing date:  Monday 23 November at 11:59pm.

For role enquiries please contact Mark Putland via email [email protected]

We welcome applications from people of all backgrounds, including but not limited to Aboriginal and/or Torres Strait Islander people, people of any age or gender, people from culturally and linguistically diverse groups and/or from the LGBTQIA+ community, veterans, refugees, people with disability, people with sensory differences, and neurodiverse people. If we can make some adjustments to our recruitment/interview process to better help you shine, please reach out to the contact person for this recruitment, details listed above. For more information, visit the NSW Department of Education’s Diversity, equity and inclusion webpage.

A recruitment pool may be created through this recruitment process. A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.