VCAA Fixed Term Staff Level 2 - Helpdesk and Item Support Officer
The Helpdesk and Item Support Officer provides essential support to schools and sectors for the online assessment suites (Insight and Digital Assessment Library).
The role manages stakeholder relationships, data and content maintenance, and technical support to ensure smooth helpdesk operations and high quality assistance to internal and external stakeholders and classroom assessment delivery.
Role Responsibilities
Provide timely and accurate support to stakeholders, escalating queries or issues appropriately.
Support the VCAA online classroom assessment platform to enable or resolve issues in the administration of online classroom assessments in schools, ensure correct / appropriate data within the system (student and assessment results), and general IT systems and application support.
Support ongoing provision of the online assessment platform by reviewing user supporting documentation, testing platform software updates, identifying potential improvement of business processes, procedures, and documentation, and adapting positively to changes in systems, processes, and priorities while maintaining flexibility in a dynamic working environment.
Support the maintenance and development of test content by reviewing content against criteria for quality assurance, allocating/distributing content to expert reviewers, and performing edits to content under instruction.
Capabilities
Cooperates and works well with others, shares information openly and acknowledges contributions, supports colleagues when needed, demonstrates willingness to learn new skills, and adapts positively to new challenges.
Digital and Technological Literacy: Guides others in operating digital and technology tools, understands impact of internal IT landscape, and has broad understanding of introduction and maintenance of new digital and technology tools.
Project Delivery: Executes work tasks against plan, prioritises tasks in line with urgency and impact, utilises approved task management tools, and maintains accurate project records.
Customer Focus: Understands customer requirements and addresses customer needs, identifies opportunities to improve services, and commits to high quality outcomes for clients.
Communicate with Impact: Makes a positive impression on others, communicates orally in a clear, fluent manner, and deals with difficult or sensitive topics and questions.
Key Selection Criteria
Criteria 1 – Victorian Public Sector Values.
Criteria 2 – Customer Focus.
Criteria 3 – Communicate with Impact.
Criteria 4 – Working Collaboratively.
Conditions of Appointment
All staff employed by the VCAA have access to a broad range of employment conditions and working arrangements.
Appointment of successful applicants will be made subject to satisfactory pre-employment and conditions checks.
A probationary period may apply during the first year of employment and induction and support programmes will be provided.
Selection Information
Individuals with the aptitude, experience and/or qualifications to fulfill the specific requirements of the position are required.
Applicants seeking part-time employment are encouraged to apply and negotiate reduced time fractions on a case-by-case basis respecting operational requirements.
Organisational Values
The VCAA employees commit to the public sector values of Responsiveness, Integrity, Impartiality, Accountability, Respect, Leadership and Human Rights.
Location Profile
The VCAA is a statutory body under the Education and Training Reform Act ****.
The Assessment and Reporting Division delivers national assessment, reporting, and student registration services and manages assessment, reporting, and online assessment systems.
About the Division
Delivery of all VCE examinations and NAPLAN tests.
Development, delivery and marking of the General Achievement Test (GAT).
Recruitment and training of sessional staff for assessment programmes.
Management of quality assurance and moderation programmes for VCE school-based assessments.
Operation of VCAA online assessment and marking systems including Insight and Digital Assessment Library.
Provision of technical and professional support for assessment and reporting matters.
Liaison with national and international bodies on assessment and reporting matters.
Management of the VCAA Assessment Centre for training and central marking facilities.
About the Area
The Assessment Policy and Strategy Development Branch oversees the development of assessment policy and strategy, supporting implementation of the Digital Assessment Library and Insight suite, and the development of the GAT incorporating literacy and numeracy testing.
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