This document is a position description for an ICT Support Technician role at Mosman Council. The role involves providing technical support for desktop hardware, software, and IT systems. Key responsibilities include troubleshooting issues, deploying and maintaining desktop equipment, managing software licenses and assets, performing backups, and providing helpdesk support. The ideal candidate has a diploma in IT, 4+ years of experience in a similar role, and skills in areas like Windows, Active Directory, and customer service.

1. Position Description: ICT Support Technician
April 2015 Page 1
Position Description
Role: ICT Support Technician
Department/Section: Corporate Services/IT Services
Reports to: Manager IT Services
Responsible for: Nil Staff
WORKING AT MOSMAN COUNCIL
Members of the Mosman Council staff team are expected to be:
 Ethical
 Excellent communicators
 Committed to customer service
 Technically and professionally competent, with a pride in keeping their knowledge current
 Focussed on solutions
 Team players
MAIN PURPOSE
This position contributes to the effective delivery of the Information Technology Support service at
Mosman Council. The incumbent is responsible for the support of Councils desktop hardware and
software including the deployment and ongoing maintenance of desktops. The incumbent will be
responsible for performing helpdesk duties, maintaining desktop hardware and software asset
registers and performing operational backup procedures. The incumbent will be required to maintain
accurate records and documentation.

2. Position Description: ICT Support Technician
April 2015 Page 2
KEY RESPONSIBILITIES
 Support Council IT systems including all desktop hardware and software across Council
including at remote sites by troubleshooting and resolving end-user hardware, operating system,
and software-related problems
 Troubleshoot and resolve basic WAN, LAN, Firewall, VPN systems and troubleshoot and resolve
issues with VOIP communications
 Responsible for the deployment of desktop hardware and software according to standard
operating environment and deployment schedules
 Perform regular preventative maintenance and software patch management on all installed
desktop equipment, maintaining a register of remedial actions
 Install and maintain Council’s printer fleet and related hardware including toner stock control and
monitoring
 Maintain the IT software licensing register
 Maintain the IT hardware asset register and conduct regular audits
 Perform Active Directory user account management and setup user profiles in conjunction with
other members of IT Services
 Perform Service Desk support duties, and record and maintain details of support requests
 Perform data backup and recovery procedures and keep accurate records of data backups
 Perform information security related tasks on Council systems including patching and virus scan
updates on client systems, monitor virus scan detections and respond to minor security events
 Develop and support mobile workforce technologies and solutions
 Maintain the training room facilities
 Perform setup of audio/visual equipment for bookings and meetings
 Liaise with vendors and supplier as and when required
 Provide specialist advice and support to IT Helpdesk and ultimately Council staff for the
operation of IT Systems
 Guide staff and Councillors in the use of computer applications and participate in training staff
and Councillors on various IT requirements
 Develop and maintain in-house documents on IT procedures and protocols
 Assist third party vendors of Council’s approved software applications with installation and
maintenance of their products as and when required
 Assist the Network Administrator with the maintenance of the network, infrastructure and core
applications as and when required
 Provide standby function to the Network Administrator when required
 Provide support to other functions of the IT Services Section as directed by the Team
Leader/Supervisor or Manager
 Act as a cooperative member of the team

3. Position Description: ICT Support Technician
April 2015 Page 3
 Learn and develop career skills and knowledge in the areas of Council’s IT Systems
Management
 Promptly and accurately register and record all IT and corporate related correspondence and
documentation including emails into Council's electronic Corporate Information Management
System (DataWorks) as required
 Ensure all work is carried out in accordance with legislative, industrial and Council policy
requirements and standards in the area of Equal Employment Opportunity
OTHER DUTIES
Other duties may be allocated by the Supervisor or Manager. These will be in accordance with the
employee’s range of skills, competence, training and /or experience or be part of a
training/development plan.
WORK HEALTH AND SAFETY RESPONSIBILITIES
As an employee of Mosman Council you must:
 Take reasonable care for your own health and safety
 Take reasonable care that your acts or omissions do not adversely affect the health and safety of
other persons
 Comply, so far as you are reasonably able, with any reasonable instruction that is given by
Mosman Council (to comply with its responsibilities under the WHS Act)
 Cooperate with any reasonable policy or procedure relating to health or safety at the workplace
that has been notified to workers
 Participate in training, emergency response rehearsals and reviews
 Keep the workplace safe, clean and tidy
 Cooperate with safe work method statements, standard operating procedures and controls
 Report all incidents, near misses and injuries
 Report hazards
 Undertake rehabilitation and return to work program requirements, where required
 Wear and maintain provided Personal Protective Equipment (PPE)
 Cooperate with Site Safety Rules
 Actively participate in any other safety activities

4. Position Description: ICT Support Technician
April 2015 Page 4
SKILLS AND COMPETENCIES - Selection Criteria
Essential:
 Diploma or equivalent in relevant Information Technology studies
 At least four years' experience in a similar role in an IT corporate environment
 Intermediate to advanced knowledge of computer hardware and desktop components
 Advanced knowledge of Microsoft Windows operating systems
 Intermediate knowledge of Microsoft Office 2010
 Ability to communicate clearly, coach and transfer knowledge to other users
 Knowledge and/or experience in Microsoft Active Directory
 Demonstrated analytical and problem solving skills
 High level oral and written communication skills
 Good organisational skills, with the ability to meet deadlines and work under pressure
 Demonstrated commitment to quality customer service practices including courtesy, friendliness
and business-like presentation in a public contact environment
 Prepared to work flexible hours as required to perform system maintenance and desktop
deployment outside of normal core business hours
 Current Class C driver’s licence
Desirable:
 Microsoft Solutions Associate certification
 Knowledge of Local Government core systems such as Authority, ECM, Office 2010

5. Position Description: ICT Support Technician
April 2015 Page 5
Conditions of Employment
Mosman Council operates under the Local Government (State) Award 2014 and the Mosman Council
Enterprise Agreement.
Hours:
140 over a 4 week period across a 7 day spread of hours
Must be prepared to work outside of normal core business hours as
required
Status: Full-time
Qualifications: Diploma or equivalent in relevant Information Technology studies
Experience:
At least four years' experience in a similar role in an IT corporate
environment
Mobile Phone: Provided, personal calls must be reimbursed to Council
Commencing
Salary / Range:
Group E Council Salary System plus Superannuation
Band 2, Level 2 to Band 3, Level 1
Position Approved By: Director Corporate Services
Approved Date: April 2015
Employee only:
I have read and understand the contents of this position description and undertake to meet the
responsibilities in an appropriate manner.
Employee’s Name (printed)…………………………………………………………………………..
Employee’s Signature ……………………………………………. Date…………………………..