Technical Support Officer - Offender Digital Services

Technical Support Officer, Offender Digital Services

• Location – Parramatta CBD - Flexible work options available in line with the Flexible Work Framework.
• Employment type – Temporary, full-time opportunity up to 12 months with the possibility of transitioning to an ongoing role
• A talent pool will be created for future ongoing and temporary vacancies
• Grade – Clerk Grade 5/6
• Salary – $97,027 pa - $107,059 pa plus employer contribution to superannuation and annual leave loading
• Diverse and Inclusive organisation with generous leave entitlements including flex leave and access to Fitness Passport

Your role

This is an exciting and challenging opportunity to join a small, passionate, and motivated team.  The ODS Support team is responsible for the support, and maintenance of the CSNSW offender digital systems. Our portfolio consists of initiatives and systems such as offender telephones (OTS), offender tablets (OTABs) offender computers (OAC) and IPTVs, along with various on-prem and cloud-based applications.

The Offender Digital Services (ODS) team is responsible for the delivery, support, and maintenance of the CSNSW offender digital systems. The Offender Digital Services portfolio consists of initiatives and systems such as offender telephony, in cell technology for offenders (Tablets / IPTV’s) and the offender access to computers program.

The Technical Support Officer ODS is responsible for providing broad-ranging support to the ODS Service Team. This ranges from assisting users utilising a range of media (including the infrastructure environment and software) to troubleshoot and resolve issues and service requests of moderate complexity whilst providing a high level of customer service. The role is also required to develop a detailed understanding of the ODS products and liaise with business representatives for issue triage and resolution.

What you’ll do

• Deliver Tier 2 phone and/or in-person support to users in line with agreed organisational Service Level Agreements (SLAs).
• Maintain and support ongoing operations throughout DCJ by undertaking a range of ICT support tasks, including investigating problems, assisting with the implementation of agreed remedies and preventative measures, conducting tests, correcting malfunctions, and documenting results in accordance with agreed procedures.
• Investigate minor security breaches in accordance with established procedures and record findings to improve overall ICT security.
• Ensure user access rights and privileges and operate logical access controls and security systems in accordance with agreed policy and standards.
• Install or remove hardware and/or software, using supplied installation instructions and tools, to meet business needs and with minimal disruption to operations. Ensure appropriate Asset and/or Configuration Item (CI) records are updated and maintained in agreed repository.
• Utilise appropriate tools and methods to address user support queries and return user’s ICT systems and networks to optimum efficiency.
• Manage set-up activities for ICT devices and systems and monitor their performance to limit or prevent loss of service to end users.
• Create and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages.

Key Challenges

• 1st Level End User Support & 2nd Level Support, Technical Q&A, triage of Inmate and Custodial support issues
• Centralised Management of Inmate LMS Password resets
• LMS Data Quality and OIMs Extraction file (including User and Course Data maintenance data)
• Operational Vendor technical liaison and Management

What we’re looking for

We’re looking for someone who:

• Is ready to join a team that values teamwork, trust, collaboration, continuous improvement, idea generation and recognition of achievements.
• Enjoys meeting new people and learning about their business, technologies, and processes.
• Listens to customers to understand what they need from technology.
• Is comfortable working in an environment where there is a wide (and increasing) variety and scale of work.
• Is a positive, critical thinker with a “can-do” attitude coupled with attention to detail and can deliver high quality outputs.
• Excellent problem-solving skills to address and prevent service issues.
• Ability to balance competing priorities.
• Strong communication and stakeholder management skills
• A commitment to continuous improvement and team development.

Download the role description.

If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.

To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing and Employee Assistance Programs.

Want more information?  Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!

Are you ready to join us?

• Attach a covering letter (4 pages maximum) which clearly details your skills and experience against the focus capabilities (listed in the role description) and the key accountabilities
• Attach an updated resume which clearly details your skills and experience against each focus capability outlined in the role description
• Provide two referees (one must be a current manager / supervisor), with contact numbers, who can speak to the key accountabilities outlined in the role description. 
• Before applying, applicants are encouraged to contact the Hiring Manager for more detail about the role

Applications close Sunday, 25 May 2025 at 11:59pm AEST.

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Karolyn Hunter on 0447 497 635 or via email at karolyn.hunter@dcj.nsw.gov.au 

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Poppy Sgro on 02 9765 3929 or via poppy.sgro@dcj.nsw.gov.au

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool will be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Your recruitment journey on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/

The Welcome Experience
 Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in.

Learn more: www.nsw.gov.au/welcomeexperience

The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.