Position Profile
Office of People and
Capability
REC 07.03A
Issued July 2017
Position title
IT Support Officer
Position number
5617
Position classification
HEW 5
Organisational unit
Office of Information Technology Management and Support (ITMS)
Location
Casuarina Campus
Reporting to title
Deputy Director ITMS Delivery
Employment conditions
Salary, superannuation and allowances in accordance with the CDU and
Union Enterprise Agreement.
Special provisions
•
•
Availability to work flexible workhours.
Leave restrictions may apply during periods of peak work load.
Section 1: About the Role
The IT Support Officer provides trouble shooting and Tier 1 and 2 technical support and issues resolution to
University end users for software, hardware, network points and various related devices. This position is
responsible for supporting the management, configuration and deployment of all types of personal computing
devices and peripherals, platform application and operating systems software installations and upgrades.
Section 2: About the Team
The Office of Information Technology Management and Support (ITMS), provides ICT services and infrastructure
support to Charles Darwin University to support and enhance teaching, learning, research and administrative
and business activities. ITMS is responsible for the design, execution and delivery of the university’s information
systems, ranging from small process orientated systems to major strategic enterprise systems and infrastructure
which drive the capability of university staff and students by driving an effective shared services culture and
provide a strategic ICT leadership capability to realise the vision and goals of Charles Darwin University.
SECTION 3: Business Environment
All ITMS positions operate within an ITIL V3 service environment and leverage aspects of COBIT and
Development Operations processes within their operational scope. The Support Officer is a customer facing
role, monitoring and maintaining University computer systems and networks and primarily operates within a
Microsoft Windows environment (with exposure to other systems including Macintosh, Linux and other mobile
operating platforms). This position utilises Easy Vista as its primary ITIL asset inventory and tasking tool and
utilises a range of installation and troubleshooting tools including VPN and VM Mirage.
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SECTION 4: Key Capabilities and relationships required for the role
The CDU ITMS Capability Framework applies to all ITMS employees. The capability framework is available at
Capability Framework
This role also utilises an occupational specific capability skill set which contains information from the Skills
Framework for the Information Age (SFIA7) and is regularly updated to define the skills and competencies
required to operate in the digital world. This capability set is available at SFIA7 Framework Summary .
Below is the list of focus capabilities and level required for this role.
Occupational Specific Capability Set (Skills Framework for the Information Age – SFIA)
Category, Sub Category,
Code and Level
Description
Relationships and
Engagement – Stakeholder
Management – Customer
Service Support (CSMG) level
2
Responds to common requests for service by providing
information to enable fulfilment. Promptly allocates
unresolved calls as appropriate. Maintains records,
informs users about the process and advises relevant
persons of actions taken.
Delivery and Operation Service Operation – Incident
Management (USUP) Level 3
Following agreed procedures, identifies, registers and
categorises incidents. Gathers information to enable
incident resolution and promptly allocates incidents as
appropriate. Maintains records and advises relevant
persons of actions taken.
Development &
Implementation – Installation
& Integration – Systems
Installation &
Decommissioning (HSIN)level
2
Installs or removes hardware and/or software, and
associated connections, using supplied installation
instructions and tools. Conducts tests and corrects
malfunctions. Documents results in accordance with
agreed procedures. Assists with the evaluation of
change requests. Contributes, as required, to
investigations of problems and faults concerning the
installation of hardware and/or software and confirms
the correct working of installations
Delivery and Operation Service Operation –
Application support (ASUP)
level 3
Identifies and resolves issues with applications,
following agreed procedures. Uses application
management software and tools to collect agreed
performance statistics. Carries out agreed applications
maintenance tasks.
Delivery and Operation –
Service Operation – Problem
Management (PBMG) level 3
Investigates problems in systems, processes and
services. Assists with the implementation of agreed
remedies and preventative measures
ITMS Organisational Capability Framework
Capability Group
Capability Name
and Level
Description
Collaboration
(foundational)
Participates willingly by supporting team decisions, assisting other
team members, and doing his/her share of the work to meet goals
and deadlines. Informs other team members about client-related
decisions, group processes, individual actions, or influencing
events. Shares all relevant and useful information. Steps in to help
others when workloads are high.
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Communicating
for Results
(Intermediate)
Converses with, and writes to, peers in ways that support
transactional and administrative activities. Seeks and shares
information and opinions. Explains the immediate context of the
situation, asks questions with follow-ups, and solicits advice prior
to taking action.
Problem Solving
(Intermediate)
Investigates defined issues with uncertain cause. Solicits input in
gathering data that help identify and differentiate the symptoms
and root causes of defined problems. Evaluates the risks, benefits
and technical implications of resolution options and suggests
approaches that meet the needs of the organization, the situation,
and those involved. Reaches pragmatic solutions by applying own
practical experience and that of others to resolve problems and/or
escalates issues with suggestions for further investigation and
options for consideration as required
Information
Systems
Knowledge
(Intermediate)
Possesses a basic understanding of the strategy, structures,
processes, and procedures of the enterprise in its relationship with
the business and its activities. Troubleshoots in response to
requests for technical support. Identifies problems and needs.
Escalates problems to appropriate technical expert.
Key relationships
Who
Why
Internal
Subject matter experts and Subject
matter professionals
Escalate issues, keep informed, advise and receive instruction.
Clients
Manage expectations, resolve and provide solutions for issues.
Participate in workgroup discussions and share information
Provide relevant information on relevant practices and standards
SECTION 5: What does success look like
Exercises judgement based upon a thorough knowledge of procedures, guidelines, generally accepted ITIL
principles, practices, frameworks and processes. Advises on the available standards, methods, tools and
applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs,
plans, executes and evaluates work to time and quality targets. Assesses and evaluates risk. Facilitates
collaboration between stakeholders and teams with diverse objectives and takes all requirements into account
when making proposals. Takes initiative to keep skills up to date and maintains awareness of industry
developments and trends. Analyses requirements and advises on scope and options for continuous operational
improvement and demonstrates creativity and innovation in applying solutions
SECTION 6: Consequence of Error/Judgement
Must exercise judgement based upon a thorough knowledge of procedures, guidelines, generally accepted ITIL
principles, practices, frameworks and processes. Consequences of error could translate to prolonged downtimes
of mission critical applications at the individual, departmental or workgroup level.
Impact of decisions would affect the quality of service to customers and end users thereby possibly incurring
additional operating costs, and or negatively impacting ITMS’s reputation.
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*The Skills Framework for the Information Age (SFIA) provides a common language that integrates with an organisation’s
way of working, to improve capability and resource planning, resource deployment and performance management. This
role profile quotes extensively from the SFIA, under licence from the SFIA Foundation. Information about the SFIA can be
found at http://www.sfia-online.org/en
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