Technical Support Officer – TSO(IT)
The Technical Support Officer (IT) is responsible for first-level support of IT operations across the school and for the support of staff, faculty, and student devices in coordination with the Digital Learning Leader (DLL).
The guiding principles for this role are focused on growing our digital strategy and supporting the maintenance and development of key IT systems, hardware and infrastructure. The TSO(IT) plays an integral role in our day-to-day operations by:
- Supporting and advancing the mission, vision, and strategic plan of the school with special regard to IT provision and operation.
- Supporting the day-to-day operation by the monitoring of all IslandCA IT Systems ensuring prompt reporting and action to address issues when they arise.
- Supporting the deployment of devices and cloud-based technology to ensure smooth operation by admin, teaching and learning divisions of school.
The TSO(IT) reports to the Digital Learning Leader who reports directly to the Principal.
Key Duties & Responsibilities:
Technical ICT Support
- Help install new software and hardware. (Requires familiarity with Google Device management and eSchoolPad MDM.)
- Secure, security code and ensure the safe set up of new equipment.
- Set up equipment such as laptops, data projectors, classroom A/V displays, peripherals and other specialist ICT equipment, ensuring that systems are ready for use and operating correctly.
- Help deliver hardware and resources to work areas and classrooms as required.
- Manage first level help desk operations to staff, students, (and current parents if student-related) including Google Admin, ESP (MDM), recording incidents into a resource for Work-flow Tracking.
Configuration & Installation
- Assist in creating a structured approach to rolling out new hardware or software, including procurement, testing Server & Network Support
- Assist in basic diagnostic routines.
- Assist in checks to ensure that IT systems are functioning.
- Assist in the management and deployment of cloud-based technology to support admin, teaching and learning
- Develop a maintenance schedule for all computer hardware, software and networks, and ensure that it is followed. (imaging/MDM etc.)
- Support the implementation of MIS solutions as required.
- Detect, diagnose and resolve most PC and peripheral device faults.
- Report on compliance to school policy on staff and pupil access to data and files.
- Assist in planning and implementing changes to elements of the ICT service as required.
- Ensure the safe disposal of obsolete equipment, used consumables and waste materials in line with recognised procedures and legal requirements.
Administration and Supervision
- Maintain an up-to-date inventory of school-owned devices and network equipment,
- Be responsible for the monitoring of the Wireless LAN thru Cisco Network Assistant (CNA) and Wireless Control System (WCS, WLC) also Network infrastructure Monitoring systems for purposes of ensuring continuity.
- Ensuring the security and integrity of all IslandCA data
- Liaise with third-party vendors/suppliers as appropriate to ensure continuity.
- Order new equipment and resources as required by the DLL and maintain and share with relevant staff an accurate asset register
- Keeping up to date with new technology and advising DLL as appropriate
- To attend relevant training and National IT Exhibitions
- Ensuring adequate stocks of peripheral IT equipment
Leading by example
- To lead by example in all matters of self-conduct.
- To maintain a positive attitude and moral conduct.
- To contribute to a collaborative culture, focused on a service mindset
- To support the school’s Christian values
- To exhibit and develop characteristics of a lifelong learner through proactive self-development and learning
- To perform ad hoc duties as assigned by the DLL, Principal or delegate.
- Internal Liaisons: Principal, Vice Principals, teaching staff, non-teaching staff, operational support staff, Generations staff, students, parents, school community members.
- External Liaisons: Third-party vendors and service providers, Relevant School accreditation bodies, other schools, broader community members.