ICT SUPPORT ASSISTANT
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
undertaking installation and testing
of computer systems and peripherals
within established guidelines.
Supporting MS Operating systems like Windows XP and
Microsoft products such as Office.
• Supporting desktops/laptops/netbooks PCs
• Troubleshooting hardware issues and replacing
hardware on both desktop and laptop PCs
• Installing software, patches, updates on desktops,
laptops , netbooks and other types of computer
• Troubleshooting basic network, software, printing
An IT related Diploma or other qualification
Due to the nature of the working environment and the ICT
requirements of the Academy, ICT staff may be
required to work hours that are flexible and may change from time
to time. This may include evenings or
ICT support duties:
Instructional Technology Support
• Support the delivery of the ICT curriculum throughout the school,
providing technical advice and
to staff and pupils.
• Work in conjunction with the
ICT Team and the Library staff in
addressing end-user needs in terms
multi-media, electronic media, theatre and associated performances.
• Responsible for ensuring all
educational software is up-to-date
and report hardware maintenance
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
• Consult on various technical
and instructional solutions.
• Work collaboratively and
effectively with internal and
external staff, academic staff,
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
• 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
• Provide assistance in the
conversion of face-to-face courses
to courses to be delivered in a
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
• Performs special projects
and other duties as assigned.
Desktop Support Duties:
• Configure and deploy desktop
environments in accordance with the
agreed standard configuration to
• Ensure that requests for
assistance are properly logged,
assigned and responded to in a
and according to agreed standards and procedures.
• Ensure adherence to
• 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
• Correct malfunctions.
• Document results in
accordance with agreed procedures.
• Ensure configuration
management records are updated
following the removal/installation
• Provide an effective
interface between users and service
providers for all requests that
cannot be resolved
• Use judgment in applying
guidelines for setting priorities
for resolution, monitoring progress
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
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
including “good housekeeping” practice.
• Assist the ICT team in
securing the environment and aiding
end-users in protecting their files,
mails against viruses and other threats.
• Liaise with the ICT team to
ensure that user accounts and
accesses are added, amended and
accordance with the Academy’s requirements.
• Contribute to the
development and maintenance of an
ongoing ICT strategy for the Academy
research, further study and attending workshops.
• Represent the ICT team on
working groups and at other meetings
• Ensure desktop computers
interconnect seamlessly with diverse
systems including associated
systems, file servers, e mail servers, computer conferencing
systems, application servers and
23 February 2012
Requirements: CV with 3