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Systems support officer - distance education

Gold Coast
Arcadia College
Posted: 13 March
Offer description

Arcadia College is a Co-Ed Independent Special Assistance Secondary School for young people who have disengaged from mainstream schooling. Our stunning, brand new purpose built school is located at Robina, Gold Coast next to the Robina train station. Arcadia College bases its philosophy on establishing positive and respectful relationships between adults and students to maximise engagement and academic achievement set in a structured nurturing welfare based environment. It's a positive, fun and happy place to work and all our staff are highly valued. All staff have access to free carparking, EAP, stacks of professional development and a subsidized canteen.

We require a suitably qualified Systems Support Officer - Distance Education to work on a part-time basis (Term Time - 41 working weeks).

Purpose of Position:

Contribute effectively and efficiently to ensure the parents and students receive prompt and professional system support as required of the Arcadia College Distance Education program. Proactively work with educational leaders and other staff to implement, maintain and streamline process improvements, educational and engagement outcomes through parent or student facing support. Directly support and upskill parents/students on “self-help” technical solutions before escalation to the IT Help desk.

Key Responsibilities:

* Directing support services to parents and students while upholding and maintaining a high level of confidentiality and discernment, while undertaking duties

* Facilitate ICT solution in a timely manner including the management of password resets, Canvas access and escalation of issues to ICT support

* Serve as the initial contact for student and parent distance education service issues via dedicated support line and email 8:00am – 4:00pm daily.

* Maintain a presence at the support desk for parents and students to handle all incoming call and email support requests during peak hours from 8-11am daily.

* Prioritise assistance of student requests in a timely manner (within 15 minutes) to minimise any disruption to their learning experience and support parents and students in escalating unresolved issues to the ICT support desk and ensure their resolution

* Collaborate closely with the DE administration officer to ensure accurate reflection of student class access and attendance.

* Support IT staff during intake periods with device set up if required

* Facilitate Student Orientation sessions/support

* Manage postage / pick up of new student devices and communication with guardians.

* Working collaboratively with IT, oversee the end of year process for replacing devices, ensuring that faulty or outdated devices are returned to campus and redistributed to students efficiently.

* Provide student and parent support and appropriate triage for multiple stakeholder platforms including Zoom, Canvas, Google/Gmail, GoGuardian and Click View.

* Manage the return of devices for exiting students including, guardian communication, postage as required and internal stakeholder communication; finance.

* Manage and update relevant system support manuals; Zoom setup, student IT Troubleshooting.

* Assist in providing technical assistance, support and troubleshooting in the resolution of system communications failures and conflict to all stakeholders.

* Maintain professional and objective TASS/Teacher Kiosk notes, process follow ups and action items

* Work collaboratively with welfare staff in supporting and triaging student enquiries.

* Assist in maintaining and monitoring the Distance Education support email account; *********@arcadia.qld.edu.au

* Comply with the College’s Child Protection – Child Safety Policy and the Staff Code of Conduct, and any other policies or procedures relating to child safety; assist in the provision of a child-safe environment for students and demonstrate duty of care to students in relation to their physical and mental wellbeing.

* Participate and attend training programs. Attend office administration and whole staff meetings, as required.

* Participate in Annual Performance Reviews.

* Report hazards, accidents or incidents (near misses) in accordance with agreed College procedures; follow established safe working procedures, instructions and rules; not wilfully or recklessly interfere or misuse anything provided in the interests of health and safety or the welfare of others; not wilfully place at risk the health and safety of any other person in the workforce.

Skills & Qualifications required:

* Hold relevant experience and or qualifications

* Demonstrated experience within the ICT industry desired.

* Current Paid (P) Qld Working With Children Blue Card.

* Experience working in a Secondary Educational setting, preferable in a Special Assistance School.

* Excellent computer skills.

* Ability to communicate effectively and display a high level of interpersonal skills to function as an effective team member.

* Ability to display respect and empathy for students with high level needs.

* Ability to display confidentiality, tact, reliability and sensitively to students and their families.

This position is part time, 38 hours per week during school Term Time. The hours of work are between 8.00 am and 4.00pm Monday to Friday.

Ohana for Youth is committed to promoting a safe, inclusive and culturally responsive environment for all students, ensuring their safety and wellbeing is prioritised in every aspect of the Ohana for Youth operations. We recognise our fundamental duty of care and are fully committed to the safety and wellbeing of all children and young people in our community. This responsibility is shared by every member of our organisation - leaders, staff, volunteers, and contractors - and extends across all aspects of schools life and operations.

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