The ICLT Field Technician has responsibility for providing front line customer service, technical analysis, applications and systems support to schools within the Diocese of Broken Bay. **Principal Accountabilities** • Respond to and resolve incidents, problems and requests as assigned by the Service Desk function within agreed service levels. In particular operation of hardware support, iPads connection and troubleshooting, Chromebook support, 1:1 student device support, printer problems, data projectors , IWB’s, hardware faults, network/power disconnects and provision of onsite staff assistance and advice; • Assist staff with file and print management issues, storage, retrieval, access; • On a roster basis work on the Service Desk 1 day every fortnight and partially during school holiday providing 1st and 2nd level Service Desk support via telephone and remote assist tools. • Execute on site adds, moves and changes as required by the change and release processes • Provide applications support for specific core and business applications • Work with other ICLT staff from within the Support Services and / or Infrastructure Services groups to resolve incidents and problems; • Participate in projects as required. • Maintain IT documentation for each school, this includes network, changes made to settings, location of computers, switch and router configs, network patch panels etc. this includes • Ensure that users are kept informed of resolution progress and user agreement is obtained prior to call closure • Follow all Service Desk procedures and processes and adhere to ICLT standards and policies **Skills and Personal Qualities** • Outstanding Service ethic and empathetic manner • Ability to use initiative, work independently and as part of a team • Demonstrate the ability to have strong problem solving skills with the capability to think laterally • Proven capacity to build and maintain strong relationships with customers. • Exhibit the skill sets to identify and rectify problems as they arise in a fast paced environment whilst maintaining a high level of service at all times • Excellent English communication skills (verbal and written) • Display the ability to share knowledge with others in ICLT • Exhibit experience with proactive contribution to continual improvement of quality customer service and support. **Experience** • Minimum 3 years’ experience in a technical support role in a medium to large IT environment (e.g.: 500 + desktops) • Demonstrated experience in supporting integrated PC, Apple and Chromebook environments • Experience with Windows 7 to 10 platforms, Office 2010 – 2016, iPads apps and Google Suite • Certification in ITIL Foundation V3 • Experience with ITIL based Service Desk software, in particular ServiceNow (an advantage) • Holds a Drivers Licence **Application close 28 June 2018** To apply for this vacancy email HR for an application form and provide a cover letter addressing the essential skills and experience for the role and an up to date resume to hr@dbb.catholic.edu.au Further information about teaching in the Diocese can be found on our website: www.csodbb.catholic.edu.au Human Resources - Recruitment and Selection Catholic Schools Office - Diocese Of Broken Bay P O Box 967 Pennant Hills New South Wales 2120 Phone: 02 9847 0000 hr@dbb.catholic.edu.au http://www.csodbb.catholic.edu.au/