POSITION DESCRIPTION STARTTS is committed to Equal Employment Opportunity (EEO) and anti-discrimination policies. POSITION NUMBER: 1153

Date reviewed/created: July 2016

POSITION TITLE: Information and Communications Technology (ICT) Support Officer TEAM: ICT

LOCATION: Carramar

AGREEMENT: “NSW (Non-Declared) Affiliated Health Organisations’ Health Employees Agreement”. CLASSIFICATION: Senior Computer Operator Grade 2 A generous salary packaging scheme is also offered. FULL TIME : 38 hours per week. PERIOD OF APPRAISAL: Performance will be assessed within 3 months of commencement and a 6 month probationary/qualifying period will also apply. Background to STARTTS STARTTS is a state-wide service funded by the NSW Department of Health and Commonwealth Department of Health to provide high quality assessment, treatment and rehabilitation services to people living in NSW who have experienced organised violence or trauma associated with the refugee experience. STARTTS is an Affiliated Health Organisation (AHO) whose services are deemed to be part of the NSW public health system. STARTTS’ service provision philosophy is predicated on a bio-psycho-social framework that incorporated a large range of clinical and psycho-social interventions informed by the latest advances in neuroscience and evidence based practice in relevant fields. As such, STARTTS provides a broad range of services including assessment; counselling for all age groups; psychiatric assessment and interventions; family therapy; group interventions; body-focused interventions such as massage, physiotherapy, acupuncture and pain management groups; support groups; programs for children and youth; and various strategies to increase the capacity of support networks and refugee communities to sustain their members. The focus of the STARTTS’ approach is on building capacity and empowering people and communities to take control over their own lives, using a strengths-based approach and building on individual, family, community and cultural strengths.

Background to the Program Area of the position STARTTS ICT system operates across four metropolitan and four rural and regional offices and is required to support service provision via access to communication and information systems from any office to support enhanced communications with clients and staff in rural and remote areas. This position has responsibility for undertaking day-to-day troubleshooting and responding to staff queries using the service desk communication, creating and maintaining documented procedures to support the ICT team, supporting development of ICT networks, quality control, liaison with external providers and SWSLHD IM&TDs as required and appropriate. The position will require travelling to STARTTS metropolitan offices and occasional travel to rural and regional office locations. Page 1 of 5

ORGANISATIONAL RELATIONSHIPS: 1. Responsible to: Information and Communication Technology Team Leader. 2. Responsible for: NIL SELECTION CRITERIA: Essential Criteria: 1. 2-5 years relevant IT/industry experience with tertiary level qualifications in Information Technology (TAFE Diploma or University Degree or equivalent) or equivalent experience in a health service environment. 2. Demonstrated experience in providing professional, timely and effective ICT support, including software, hardware and network support as well as the identification and resolution of ICT troubleshooting activities. 3. Demonstrated experience in effective and proactive management of risk to ICT systems in both a standalone and a networked environment. 4. Demonstrated understanding and technical knowledge of current network and PC operating systems, hardware, protocols, and standards. 5. Excellent communication (oral / written), negotiation and consultative skills and proficiency in documenting results of technical and other investigations. 6. Demonstrated experience in supporting a wide range of computer applications such as Microsoft Office suite, Microsoft Windows operating systems, client server applications, web applications and remote control technologies. 7. Demonstrated ability to work autonomously and as part of a multicultural team, often in an environment characterised by high volumes of work, tight timelines, conflicting priorities and competing expectations. 8. Current NSW Driver’s Licence. Desirable Criteria: 1. Experience with Client Information Service systems in a health organization 2. Experience with Project Tasks and workflows 3. Experience with change control management *This position is not considered child-related employment and will require a National Criminal Record Check.

BRIEF DESCRIPTION OF ROLE This position supports ICT troubleshooting and maintenance across STARTTS offices and assists the ICT Team Leader in ICT management, planning and development. The position will be based at STARTTS' Carramar office and frequent travel is required to the Liverpool, Blacktown and Auburn offices. Work outside normal working hours may occasionally be required. Phone contact out of hours may be required to provide assistance to users Page 2 of 5

PRIMARY OBJECTIVES: 1. Provide first point of IT support contact for all STARTTS staff 2. To support integration of STARTTS ICT services across all offices and outreach locations, and provide secure, flexible, effective and timely access for STARTTS staff. 3. To support effective ICT services which support productive service delivery across the organisation through regular monitoring performance of ICT systems. 4. Support delivery of STARTTS ICT Plan to deliver hardware and software acquisition suitable to meeting STARTTS’ needs. 5. To support delivery of quality ICT services to STARTTS. 6. Ensure that regular troubleshooting activities are undertaken to ensure effective and timely management of requests for assistance. PRIMARY DUTIES: 1. Information and Communications Technology First and second level IT support, including: 

Installation, configuration and support of telephone, fax, printer and desktop computer equipment and peripherals. Support and maintain desktops operating systems, clinical applications and databases. Ensure all computers are running the latest software updates, patches and hotfixes. Log all incidents and service desk request in STARTTS’ designated service desk system. Where applicable logging on behalf of staff. Document technical procedures for ICT team knowledge base. Manage service desk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency. IT troubleshooting to identify problems, including documentation of action taken and timely escalation and referral where required. Analysing basic user requirements (e.g. identifying relevant tools for users to carry out tasks) User training and development of training materials, as directed. Routine and proactive maintenance of STARTTS’ hardware, software and network drives. Maintain IT and software asset registers, asset disposal and e-waste management. Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner. Checking costing and preparing requisitions for ICT purchases. Ensuring daily back up of STARTTS IT systems. Participate in any ICT projects as requested by the ICT Team Leader. Provide responsive and timely phone and/or face to face assistance to customers in resolving a range of hardware, software or network related problems. Deliver a high-level of customer service, which is proactive, cooperative and dependable by analysing user needs. Assist in the provision of technical assistance in implementing ICT strategies, products, migrations and enhancements within the Service. Assist in the development and implementation of customer support methodologies and practices. Participate in review of support activities with a view to continual improvement of services provided.

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2. Quality assurance and Administrative services 

Assist in the undertaking of regular evaluation of ICT systems to ensure that systems meet required purposes. Page 3 of 5

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Assist with the development and maintenance of system standards. Assist with the monitoring of systems for security purposes. Assist the ICT Team Leader when required to provide reports to the Corporate Services Coordinator on performance of ICT systems. Ensure proper procedures are followed in terms of systems and/or application software upgrades. Being proactive identifying procedures to improve and support administrative functions. Perform any other duties as directed by the organisation, within the scope of the classification.

3. Personal Responsibilities; As an employee of STARTTS, you shall:        

Maintain confidentiality and exercise discretion in relation to all STARTTS matters. Have an awareness and understanding of STARTTS Equal Employment Opportunity policies and procedures and implement EEO principles. Actively participate in regular performance management sessions with team leader. Actively participate in relevant quality improvement programs. Ensure punctual attendance to the workplace and adherence to all work schedules. Be responsible for reporting and minimising aggression/security risks of all levels at all times. Comply at all times with STARTTS' code of conduct, protocols and procedures. Actively seek to improve personal skills and knowledge that will benefit the organisation.

Equal Employment Opportunity and Staff Relationships:  STARTTS is an Equal Employment Opportunity (EEO) employer and encompasses its philosophy and practice.  STARTTS rejects racism and sexism in all its forms and is committed to the elimination of racial and gender discrimination including direct and indirect racism and sexism, racial vilification, and harassment. STARTTS Workplace Policies You must observe and comply with the provisions set out in any and all written policy, practice or procedure of STARTTS. A breach of STARTTS’ policies, practices and procedures may result in disciplinary action up to and including termination of your employment. Work Health & Safety responsibilities:  Comply with STARTTS WHS policies and procedures.  Work with due care and consideration to safeguard your own health and safety and the health and safety of others, and to report to your Supervisor any potential hazards, mishaps, incidents or injuries that may occur or become aware of during the course of work. Risk management responsibilities: All staff have a responsibility to identify any risks (ie the chance of something happening that will have an impact on the objectives of the organisation) in the course of their work and to inform their supervisor, as per the STARTTS Risk Management Policy and Program. Smoke-free Workplace

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STARTTS is completely smoke-free. This means that smoking is not allowed in any STARTTS’ buildings, vehicles or grounds, there are no designated smoking areas. As an employee you are required to comply with the ‘Non-smoking’ Policy.

I have read the Information and Communications Technology Support Officer Position Description, understand its contents and agree to work in accordance with the requirements of the position. I understand and accept that I must also comply with STARTTS’ policies and procedures and can be required to work in any location under the jurisdiction of STARTTS. I also agree to strictly observe STARTTS’ policy on confidentiality of client information or such other sensitive or confidential information that I may come across in the course of my employment.

Employee Name: ____________________________________________________________________ Please print

Employee Signature:_________________________________________Date:_____________________ CHIEF EXECUTIVE OFFICER: Jorge Aroche Signature:__________________________________________________Date:______________________ Next position description review due:

August 2017

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