Technology Support Officer

at  LiveBetter

ABOUT US:

LiveBetter Community Services is one of the largest human services providers in regional Australia. Our core business
is customer-focused in-home and accommodation services. Additionally, we provide support to customers through a
broad range of child and family services, community transport, home modification and maintenance, and clinical
services. We operate from more than 40 locations across regional New South Wales, Queensland, and Victoria,
providing support and employment to people in the communities we serve.
We take a person-centred approach to our service delivery. This means ensuring our contact with customers is caring
and empathetic, providing both psychological and emotional safety, and of practical assistance to help people live
their best lives.

SERVICE DESCRIPTION

The Projects, Technology and Transformation unit consists of several teams including Business Innovation, Business
Support and Claiming, Technology Services and Digital Modernisation. The Projects, Technology and Transformation
unit is committed to simplifying our processes and systems, fostering a culture of continue improvement within the
organisation, and improving the way in which we support our customers and the communities.

POSITION DESCRIPTION

The role of the Technology Support Officer is to actively manage hardware and software assets within the
organization. This includes planning, monitoring, and recording software licenses and/or hardware assets to ensure
compliance with vendor contracts. The Technology Support Officer will also help assure good user experience with
deployed devices via proactive monitoring via end-point management tools such as Microsoft InTune. The individual
will assist in forming procurement strategies to optimize technology spend across LiveBetter. The Technology
Support Officer also develop and make recommendations to improve procedures for tracking LiveBetter assets to
oversee quality control throughout their lifecycles.

MANDATORY QUALIFICATIONS AND EXPERIENCE

• Current unrestricted Australian Drivers Licence and willingness to undertake travel in accordance with

responsibilities of the role.

• Relevant Industry Certifications (Microsoft, CompTIA, Cisco) or Tertiary qualifications in Information systems,

Data Analytics, Logistics or Procurement; or minimum 3 years’ experience in a technical or similar asset

management or Operations role

• Proven experience in vendor management
• Experience in end-to-end lifecycle of technology device and fleet management
• Completion of NDIS Worker Orientation Module ‘Quality, Safety and You’

SKILLS, KNOWLEDGE, AND ABILITIES

• Knowledge and experience in process improvement using technology
• Knowledge and experience with asset management software

LiveBetter Position Description

• Solid working knowledge of current IT technologies across a wide variety of areas including, network, PC

hardware & peripherals and Apple mobile devices.

• Demonstrated ability to manage own workload within a technology environment as part of a high

performing team

• A proactive approach to prevention of issues
• Ability to provide a prominent level of quality customer service in an empathic and efficient manner
• Effective written, verbal, and interpersonal communication skills
• Sound analytical skills with the ability to recommend service improvements; and provide solutions

interventions to improve end user experience.

• Other duties as consistent with the position where required and/or requested by Service Delivery Manager

OUR PURPOSE:

• We inspire possibility by giving people access to support in their chosen community.

DUTIES AND RESPONSIBILITIES

• Strategy and Planning
  o Maintain and periodically review the Standard Operating Environment.
  o Develop strategies to implement plans for auctioning, recycling, or disposing of obsolete assets.
  o Periodically review and evaluate the Technology asset management processes. Provide process
  improvement recommendations to Technology Service management.

o Participate in evaluation of asset management systems as required.

• Acquisition and Deployment

o Obtain and collate pricing, terms and conditions of sale, and warranties of goods and products with
key suppliers and vendors. Prepare purchase recommendation that align with LiveBetter’s
organisational objectives. The General Manager Technology Services may delegate the responsibility
to negotiate with vendors and suppliers to the TSO from time to time.
o Conduct and report software asset reconciliation and audit activities, including financial, licensing,
warranty, and maintenance/support contract information.
o Compare warranties, maintenance agreements, and vendor contracts to assist with asset upkeep,
upgrades, repair, and replacement.
o Identify opportunities for volume purchasing to obtain price breaks.
o Investigate equipment or software under consideration to determine ROI and total cost of
ownership throughout product lifecycle.
o Define purchasing recommendations that support business goals, in collaboration with senior
management and stakeholders.
o Continually seek opportunities to improve the device deployment process and improve end user
experience.

o Keep Technology Services management informed of all vendor issues and potential issues.

• Operational Management

o Track and maintain copies of software licenses, warranties, maintenance agreements, and vendor
contracts, according to processes and procedures currently in place.
o Maintain an accurate asset register of Technology devices and software.
o Perform inventories of end user IT assets and record all findings, changes, physical location and
assigned users.
o Research industry best practices and compare LiveBetter’s practices to establish benchmarks for
managing Technology Service’s assets.
o Effectively communicate asset management strategies to team members and stakeholders in a
timely and clear fashion.
LiveBetter Position Description
o Where possible, standardise equipment and unify process to lower total costs.
o Generate, distribute, and review relevant management reports.
o Investigate and resolve exceptions and accuracy issues of the asset management system.
o Leverage tools such as MS InTune to monitor the deployed device performance and suggest

interventions to improve end user experience.

• Other duties as consistent with the position where required and/or requested by Service Delivery Manager.

HEALTH, SAFETY AND ENVIRONMENT RESPONSIBILITIES

All staff are required to take reasonable care for their own health and safety and that of other personnel who may
be affected by their conduct.
Advise LiveBetter in writing of any conditions which may impact ability to carry out the responsibilities required of
the role.
Staff are also expected to assist LiveBetter in our commitment to being a Child Safe Organisation.

responsibilities of the role.

• Relevant Industry Certifications (Microsoft, CompTIA, Cisco) or Tertiary qualifications in Information systems

management or Operations role

• Proven experience in vendor management
• Experience in end-to-end lifecycle of technology device and fleet management
• Completion of NDIS Worker Orientation Module ‘Quality, Safety and You