THE DEPARTMENT FOR EDUCATION AND CHILD DEVELOPMENT
JOB AND PERSON SPECIFICATION
Title:
Technical Infrastructure Support Analyst
Administrative Unit:
Department for Education and Child Development
Classification Code:
ASO5
Office:
ICT Services
Type of appointment:
X
Ongoing
Term
Term
Casual
Unit:
ICT Technical Services – ICT Infrastructure Services
Job Analysis:
 Originated by: Director, ICT Services (Chief Information Officer)
 Classified by:
Position Reference Number:
Version Number: 2.0
Version Date: 26 August, 2013
Job and Person Specification Approval
__________________ ___/___/___
Delegate
JOB SPECIFICATION
1. Summary of the broad purpose of the job and its responsibilities/duties.
The Technical Infrastructure Support Analyst is responsible to the Infrastructure Services Coordinator for:

Delivering a range of specialist technical analysis and services for the provision of reliable and secure
departmental network systems that maintain a consistently high level of availability and accessibility for users.

Delivering a range of professional application packaging, administration, deployment, support and services,
which contributes to the consistent and secure operation of the Department’s ICT infrastructure and supports
organisational goals and objectives.

Delivering expert technical support, assistance and advice to internal and external stakeholders to support
best practice outcomes for DECD ICT infrastructure across all DECD Sites and Services.

Delivering technical support and creation of the Administration Desktop and Server Standard Operating
Environment (SOE) used across all DECD Sites and Services, in line with the Department’s ICT infrastructure
and supports organisational goals and objectives.

Contributing to the delivery and maintenance of efficient work practices within the Office.
2. Reporting/Working Relationships
Reporting lines are as follows;
Senior Networks Support
Officer
Infrastructure Services
Coordinator
Technical Infrastructure
Support Analyst
Networks Support Officer
Page 1 of 5
2. Reporting/Working Relationships (cont)
Key working relationships required to support performance outcomes are;
Internal:
Reports to the Infrastructure Services Coordinator and liaises with senior staff across all Offices; ICT
Project Managers; ICT Team Leaders; DECD Office and Business Unit Managers. Liases with
School and Pre-school site leaders, administrative staff and IT coordinators and District Office
network managers in relation to ICT infrastructure issues.
External: Other SA Government agencies, consultants, and acccount managers for external service providers.
3. Special Conditions
Travel:
Intrastate travel may be required.
Out-of-hours:
Some out of hours work may be required.
Location:
State Office – 31 Flinders Street, Adelaide.
Performance targets:
The incumbent may be required to achieve performance targets that are negotiated
and mutually agreed with the Infrastructure Services Coordinator.
Conditions:
The appointee maybe subject to a Criminal History check prior to confirmation of
appointment.
4. Statement of Key Responsibilities/Duties
Deliver a range of specialist technical analysis and services for the provision of reliable and secure
departmental network systems that maintain a consistently high level of availability and accessibility for
users by:

Undertaking a range of expert network management, monitoring and analysis functions to meet government and
departmental policies, procedures and standards.

Overseeing, coordinating and undertaking the regular and ongoing administration needs of the Department’s
segment of StateNet and the EduCONNECT wide area network.

Monitoring and evaluating the capacity and performance of networks including providing detailed, regular and adhoc reports, as required.

Identifying, investigating, monitoring and resolving a range of complex network and related system issues,
incidents and unusual activities including preparing timely and accurate reports for management.

Providing network recovery services and problem resolution including communicating with, and managing the
involvement of, contractors and third parties and/or supervising and guiding the work of other staff, as required.

Overseeing and maintaining the integrity of records documenting the progress of network problems and
resolutions.

Configuring, monitoring, analysing and improving nominated network analytical and performance tools including
McAfee ePolicy Orchestrator (ePO) antivirus protection in accordance to Departmental policies and procedures.

Providing expert input into the design and planning of new network initiatives and the development of
administration procedures.
Deliver a range of professional application packaging, administration, deployment, support and services,
which contributes to the consistent and secure operation of the Department’s ICT infrastructure and
supports organisational goals and objectives by:

Undertaking a range of technical system and application administration functions for Department applications
including packaging, testing, documenting, administering and deploying third party and custom applications
across networks in line with Department and Government change management practice.

Providing expert advice and recommendations in relation to complex and critical applications packaging,
architecture, system interfaces and system configuration.

Ensuring the effective utilisation of application configuration and management software including measuring,
monitoring and reporting on operational and performance activities and outcomes.

Providing a diverse range effective technical support, monitoring and analysis of complex network applications.
Page 2 of 5

Undertaking and coordinating data collection projects from a range of enterprise network management products
and providing expert analysis and advice information about the impact of changes on the network.

Overseeing or developing comprehensive ICT procedures for the effective and efficient use of products deployed
and ensuring prompt assistance and service for virus and malicious software detection software.
Deliver technical support and creation of the Administration Desktop and Server Standard Operating
Environment (SOE) used across all DECD Corporate School and Preschool sites, in line with the
Department’s ICT infrastructure and supports organisational goals and objectives, by:

Coordinating enhancement requests to the Administration SOE via stakeholders including DECD Schools and
Preschools, ICT Services functional support teams and Finance;

Updating Admin SOE versions in a controlled manner, through version control and defined user acceptance
testing processes involving stakeholders.
Deliver expert technical support, assistance and advice to internal and external stakeholders to support best
practice outcomes for DECD ICT infrastructure across all DECD School and Preschool sites, and within
Corporate Offices, by:

Providing a range of best practice technical advice, analysis and specialist consultancy services relating to
network technology, device integration and service degradation.

Providing a range of expert and technically competent written and verbal advice and support to staff and users
relating to a range of customer issues and requirements, the management of networks and the appropriate use of
infrastructure services.

Preparing task estimates for work undertaken including providing regular detailed status reports against
estimated progress.

Providing specialist training, guidance and support to support staff on a range of complex network management
and monitoring issues, problems and products.

Undertaking complex research projects and specialist investigation and analysis of data collected including
presenting findings to key stakeholders as required.

Participating in the development of plans and business cases for new services and service improvements.

Overseeing or developing comprehensive ICT procedures for the effective and efficient use of systems and
products deployed.

Maintaining and developing professional, ethical and productive working relationships with clients and key
stakeholders including other agencies of government, service providers, auditors and regulators.
Contribute to the delivery and maintenance of efficient work practices within the Office by:

Assisting with the development, review and dissemination of policies to guide the effective use of information
services across the department.

Contributing to the development and implementation of new techniques and methodologies that facilitate the
delivery of improved ICT services and future directions across DECD.

Contributing to quality performance and innovation in service delivery, including monitoring and ensuring that
optimal services are provided and budgeted targets are met.

Participating in the development of plans and business cases for new services and service improvements.

Contributing to the promotion of the Public Sector principles and practices, employee conduct standards, equal
opportunity and Work Health and Safety.
5. Authority
Departmental delegations and policies define levels/limits of authority in relation to finance, human resources
and administrative requirements.
Page 3 of 5
6. Job Challenges/Context
The incumbent is a member of the ICT Infrastructure Services Team, which plays a key role in ensuring ICT
infrastructure and networks contributes to the achievement of the strategic objectives of the Department and SA
Government.
The Department’s infrastructure services approximately 205,000 users in approximately 1,000 sites distributed
throughout the state. With respect to infrastructure the Department operates in excess of 90,000 computers.
The team is responsible for the effective architecture, implementation and support of ICT infrastructure across all
DECD School and Preschool sites, and Corporate Offices. A key challenge is the development and
implementation of standard ICT infrastructure and networks within all schools and preschool sites. The team
exists within an environment of rapid change.
Acknowledged by Occupant _______________________ ___/___/___
Page 4 of 5
PERSON SPECIFICATION
Essential Minimum Requirements (Those characteristics considered absolutely necessary).
Educational/Vocational Qualifications

Nil.
Personal Abilities/Aptitudes/Skills

High level communication and interpersonal skills, and a high standard of integrity and confidentiality, to
maintain collaborative relationships with stakeholders and staff, deal with a range of issues and prepare and
deliver effective written documentation.

Proven ability to work independently, as well as collaboratively in a team, under limited direction, including
identify performance outcomes, work under pressure and meet strict deadlines in an environment of
continual change and growth.

Proven high level capacity to research, analyse and resolve complex problems and deal effectively with high
volumes of work to ensure required standards of accuracy and quality are met within agreed deadlines.
Experience (including community experience)

Sound experience in delivering a broad range of quality ICT LAN/WAN network services, business cases,
projects, contracts and risk management mechanisms that support client needs and organisational policy
and objectives.

Demonstrated experience in monitoring and evaluating the capacity and performance of network
infrastructure, and providing a range of best practice technical advice, analysis and specialist consultancy
services relating to network technology, device integration, service degradation and applications packaging
and deployment.
Knowledge

Sound technical knowledge of Simple Network Management Protocol, OSI model layers, LAN/WAN
concepts, designs, products, technologies, troubleshooting methodologies and network and application
management, monitoring and reporting tools including SolarWinds network management software, Microsoft
System Centre Configuration Manager, Microsoft System Centre Configuration Operations Manager,
McAfee ePolicy Orchestrator (EPO) antivirus protection.
Desirable Characteristics (To distinguish between applicants who have met all essential requirements ).
Personal Abilities/Aptitudes/Skills

Actively supports and seeks new innovative initiatives and is responsive to change methodology to implement
initiatives.
Experience

Knowledge

Educational/Vocational Qualifications

Tertiary qualifications in Information Technology, Software or Network Engineering, or other relevant discipline.
Page 5 of 5