IT Support Technician jobs

Position Description: IT Systems Support
October 2026

Position Description

Position Title: IT Systems Support

Tenure/Hours: Permanent Full Time
8 hours per day, Monday to Friday
On call for emergency operations

Position Summary: This role assumes primary responsibility for delivering technical assistance and
support to end users. It helps maintain productivity across the organisation by
troubleshooting technical issues, providing prompt resolutions, and minimising
downtime. This role also supports security controls and user access to Council
systems.

Position Description: IT Systems Support
October 2026

What you will do

• Provide timely, practical and customer

focused technology support to Council

employees, helping them use systems and

equipment effectively.

• Diagnose and resolve hardware, software,

peripheral and network connectivity issues,

escalating faults to the appropriate team

member or service provider.

• Install, configure, maintain and support

computers, mobile devices, software,

peripherals, and network devices in

accordance with Council standards.

• Complete end point upgrades, updates and

security patches to maintain device

reliability performance and security.

• Record, prioritise and manage incidents and

service requests through the service request

system, maintaining accurate records and

keeping users informed of progress.

• Maintain accurate technology asset records,

including equipment allocation,

configuration, location and lifecycle status.

• Create, update and deactivate user

accounts and access permissions in

accordance with approved requests,

supporting employee onboarding, role

changes and departures.

• Support the operation and monitoring of

back up and recovery systems, investigate

failures and assist with recovery testing and

data restoration as required.

• Apply Council’s information security

requirements, identify and escalate

potential security issues, and support

appropriate responses within the scope of

the role.

• Maintain clear and accurate technical

documentation, procedures and user

guidance to support consistent service

delivery and knowledge sharing.

• Provide practical guidance to employees on

technology use, troubleshooting and

security practices, building confidence and

support productivity.

• Identify recurring issues and opportunities

to improve technology support, systems

and processes.

• Maintain current knowledge of relevant

technologies, support practices and

emerging security risks.

• Undertake other reasonable duties

consistent with the purpose and scope of

the role.

What you will bring

Required

This role requires the following knowledge,
experience, qualifications, skills, and personal
attributes.

• Practical knowledge of desktop systems,

business applications, hardware, peripherals
and basic networking.

• Ability to diagnose technical issues, resolve

faults and escalate when needed.

• Patient, respectful and customer focused

support for users of all technical abilities.
Clear communication skills, with the ability
to explain technical information simply.

• Ability to prioritise requests, manage

competing demands and keep users
informed.

• Attention to detail in maintaining records,

asset information and documentation.

• Understanding of information security,

privacy and confidentiality.

• Ability to work independently and

contribute effectively to a team.

• Strong interest in technology and a

commitment to ongoing learning.

Position Description: Project Coordinator
January 2022

Desired

In addition to the required fields, there is also a
number of competencies where an expert level
of knowledge/experience is desired.

• Relevant IT qualification or equivalent

practical experience.

• Relevant IT support certifications, such as

CompTIA A+.

• Experience in service desk or desktop

support.

• Experience supporting cloud services and

workplace applications.

• Knowledge of Active Directory, user

accounts, permissions and Group Policy.

• Experience managing devices, software,

patches and technology assets.

• Familiarity with backup monitoring,

recovery and restoration testing.

• Knowledge of ITIL principles for incident and

service request management.

Position Description: IT Systems Support
October 2026

Our Values

What we all do

• Adhere to Council policies and procedures

• Demonstrate a proactive commitment to a

safe working environment to meet the

requirements as set under the Health and

Safety in Work Act 2015.

• Uphold council partnerships with Rangitāne o

Tamaki Nui-ā-Rua and Ngāti Kahungunu ki

Tāmaki-nui-a-Rua, giving effect to the

settlement acts and our memoranda of

partnership, while actively growing

understanding of te ao Māori, te reo Māori

and tikanga Māori

• Act as an ambassador for our Council, living

the council values

• Attend training as required to maintain the

necessary skills to fulfil the requirements of

the position

• Undertake Performance Development

tasks/responsibilities as identified in your

Performance Development Plan.

• Participate in and undertake emergency

management duties as required, including

training

• Ensure all Council documents are filed in

Council’s Records Management System

• Participate and contribute to continuous

improvement initiatives

Your reporting line

Information & Digital Services Manager

Systems Manager

IT Systems Support

Position Description: IT Systems Support
October 2026

Additional Information

Delegations

Number of people reporting to the role Nil

Financial delegation Nil

Contract delegation Nil

Statutory delegation Nil

Role Acceptance

From time to time, it may be necessary to consider changes in the position description in response

to the changing nature of our work environment – including technological requirements or

statutory changes. Such change may be initiated as necessary by the manager of the position. This

Position Description will be reviewed as part of the preparation for performance planning and

professional development for the annual cycle. A review in job size and possible impact on

remuneration structure of the position will only be considered where the change of position is

significant (guideline: significant would typically involve a 25% change in the complexity or

accountability of the role.)