HelpDesk Level 1/Desktop Support

Background

The Australian Institute of Health and Welfare (AIHW) has five Groups: Information and Strategy; Business; Health and Functioning; Welfare and Housing; and Economics and Health Services.
The Information and Strategy Group is responsible for co-coordinating the AIHW's work on: informatics (including metadata, data standards and classifications); statistical methods and training; privacy and ethics; providing secretariat and other support services to national information committees in the health, community services and housing fields; and providing executive support to the AIHW Board, Director and Deputy Director.
The role of the Data and Information Technology Unit is to support and develop the Institute's computing and data management systems to meet its current and future needs and to provide staff with computing and data support services.

Duty Statement

Under general direction:

1. Assist with the provision of high quality user support by managing the DITU Help Desk service; including problem resolution or referral as appropriate, follow up, and analysis and reporting.
2. Provide an AIHW computer environment familiarisation and induction service for new starters.
3. Assist with the selection and installation, as well as fault identification and rectification of workstations, network attached equipment and peripherals, including printer toner cartridge replacement.
4. Under the direction of the Systems Manager, perform routine systems administration tasks on both Windows NT and UNIX servers, including user account management, monitoring of activities, and backup tasks.
5. Assist with the provision of an archive and restore service for users.
6. Manage the acquisition and provision of computer consumables, including floppy disks, CDs, special printer stationery, and toner cartridges.
7. Under close supervision, assist in the evaluation, selection, procurement and installation of less complex hardware and software components.
8. Perform routine administrative tasks in support of IT activities, such as preparing documentation and procedures, obtaining quotations, raising of purchase orders and stocktaking of IT hardware and software.
9. Assist with maintaining user accounts and configuration of the Institute's PABX system.

Selection Criteria

1. Help Desk and user support experience, including effective liaison, communication and support skills, as well as sound diagnostic and problem resolution skills.
2. Sound interpersonal skills, including the ability to work within, and contribute to, a team;
3. Good organisational skills, including the ability to self manage work flow and priorities;
4. Sound knowledge of and experience in the use of Windows NT/2000 workstations and Microsoft Office in a multi-user LAN/WAN environment.
5. Some knowledge of and experience in the configuration and management of Windows NT/2000 operating systems in a LAN/WAN environment, and experience as a systems administrator of these systems. Similar UNIX experience is an advantage.
6. Experience in the use of these systems in a statistical environment is an advantage.
7. Relevant tertiary qualifications or membership of a professional computing body, or equivalent experience an advantage.
8. Commitment to good employment and workplace relations practices, including Workplace Diversity and Occupational Health and Safety.