ICT SUPPORT ASSISTANT
 
The ICT Support Assistant supports departments, academic staff and/or teaching assistants in the creation and/or utilisation of instructional material, the Learning Management System and best teaching practices with regard to computer-based teaching and assessment. In addition, the incumbent will provide technical support of desktop computers, applications and related technology. Support includes determining specifications, undertaking installation and testing of computer systems and peripherals within established guidelines.
 

ICT support duties:
 
Instructional Technology Support duties:
 
 •  Support the delivery of the ICT curriculum throughout the school, providing technical advice and guidance
   to staff and pupils.
•  Work in conjunction with the ICT Team and the Library staff in addressing end-user needs in terms of
   multi-media, electronic media, theatre and associated performances.
•  Responsible for ensuring all educational software is up-to-date and report hardware maintenance issues
   to the ICT Desktop support staff.
•  Consult on course design and implementation issues incorporating best practices and theories
   of curriculum and instruction.
•  Assist and consult in the use of web course management software, multimedia applications and
   other programs.
•  Consult on various technical and instructional solutions.
•  Work collaboratively and effectively with internal and external staff, academic staff, administrative clients,
   and other instructional development and the OWLAG ICT team.
•  Produce and edit original media obtained from sources such as for the WWW, CD, DVD, tape, and
   other delivery modes, using appropriate development and editing tools and design criteria; convert a
   wide variety of formatted materials into appropriate digital formats.
•  Incorporate artistic, innovative, and creative styles into all works adhering to the high levels of quality
   and corporate image of the Academy.
•  Maintain up-to-date knowledge of new and emerging digital technologies as well as teaching and learning
   issues in higher education.
•  Assist in supporting research regarding development and implementation of instructional strategies.
• Provide assistance in the conversion of face-to-face courses to courses to be delivered in a blended
   learning environment using an array of current technologies.
•  Engage actively in ongoing research to ensure that the Academy stays abreast of developments in
   the educational technology sphere. Report regularly to the ICT Team.
•  Performs special projects and other duties as assigned.

Desktop Support Duties:
 
•  Configure and deploy desktop environments in accordance with the agreed standard configuration to
   authorized users.
•  Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner
   and according to agreed standards and procedures.
•  Ensure adherence to escalation procedures.
•  Install or removes hardware and/or software using supplied installation instructions and tools.
•  Conduct tests of hardware and/or software affected using supplier test procedures and diagnostic tools.
•  Correct malfunctions.
•  Document results in accordance with agreed procedures.
•  Ensure configuration management records are updated following the removal/installation of
   hardware/software.
•  Provide an effective interface between users and service providers for all requests that cannot be resolved
   directly.
•  Use judgment in applying guidelines for setting priorities for resolution, monitoring progress and applying
   escalation procedures for problem not progressing satisfactorily.
•  Handle complaints efficiently and professionally.
•  Assist users in making effective use of the facilities available to them.
•  Maintain the effective and efficient operation of the Academy’s ICT network by ensuring consistent
   application of the agreed desktop environment standards by regular visits to all users, their offices and
   venues fitted with equipment.
•  Manage the repair of desktop equipment through the effective management of third party suppliers.
•  Keep records of all equipment service logs and liaise with the stock controller to ensure that all records for
   all equipment are constantly up-dated.
•  Assist the ICT team with network file management and advise users on management of their own files
   including “good housekeeping” practice.
•  Assist the ICT team in securing the environment and aiding end-users in protecting their files, folders, e
   mails against viruses and other threats.
•  Liaise with the ICT team to ensure that user accounts and accesses are added, amended and deleted in
   accordance with the Academy’s requirements.
•  Contribute to the development and maintenance of an ongoing ICT strategy for the Academy by conducting
   research, further study and attending workshops.
•  Represent the ICT team on working groups and at other meetings as requested.
•  Ensure desktop computers interconnect seamlessly with diverse systems including associated validation
   systems, file servers, e mail servers, computer conferencing systems, application servers and
   administrative systems.