Digital Support Executive Officer

Ministry of Justice; United States; Hybrid; USD 35,000 - 51,000; Full time

Benefits offered by this job

Flexible working policy

Family friendly policies

Pension options

Training and development

Free annual sight tests

Job summary

The Parole Board is seeking a Digital Support Executive Officer to provide first line IT support to members and staff, including remote troubleshooting and SharePoint administration. You will log and escalate issues, work with IT Engineers on tickets, and support IT projects and events with a focus on service quality.

Security checks are required, and the role reports to the Transformation Hub within the IT team.

Qualifications

• Interest in pursuing a career in IT.
• Ability to prioritise and manage high volumes of e-mails.
• Ability to build effective relationships with key stakeholders and staff.
• Excellent communication, able to explain technical issues in plain English.
• Experience in a multi-stakeholder environment.
• Ability to adapt quickly to different systems and processes.
• Explain issues in technical terms and plain English; strong problem solving.

Responsibilities

• Provide first line IT support to Parole Board members and staff.
• Manage the online ticketing system and log tasks with IT Engineers.
• Identify issues, clarify information, and raise requests as needed.
• Collaborate with IT team to report trends and noteworthy issues.
• Provide remote support and troubleshoot IT issues for staff.
• Offer SharePoint Administrator support for Member and Secretariat sites.
• Support IT projects and provide technical assistance for public hearings.

Skills

First line IT support

SharePoint

Office 365

Azure

Remote support

Ticketing system

Tools

SharePoint Admin

Job description

The post holder will play a key role in ensuring the success of the Parole Board's digitalisation projects by providing first line technical support to the Parole Board membership and administering requests for transcripts. You will be the first line IT support, for people working remotely logging and escalating problems as they are received.,

• To oversee the digital support officer role and provide IT support to the Parole Board by dealing with telephone support calls
• Manage the online ticketing system and assign and log tasks appropriately in collaboration with IT Engineers
• To identify customer issues, clarify information, and raise requests as appropriate
• Work with the IT team to identify and report any noteworthy issues, trends, and behaviours
• To resolve issues/requests where appropriate
• To provide ad hoc IT support to staff if required
• Provide remote support and troubleshoot member and staff IT issues
• Providing SharePoint Administrator support for Member and Secretariat SharePoint Sites.
• Taking an active role in IT projects, which can vary on scale, strategy, or complexity.
• Provide technical support for public hearings and other business-critical events.
• Undertake additional duties and projects as assigned by the Line Manager and Senior IT Lead appropriate to the role.
• Applicants will be assessed against the following behaviours during the selection process:
• Changing and Improving - Interview
• Managing a Quality Service - Application and Interview
• Delivering at Pace - Interview

Security Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Check.

As Digital Support Executive Officer you will report to the Transformation Hub and be an integral part of the IT team providing first line technical support. You should be self-motivated, with a keen desire to solve problems and progress within IT. You will be required to work autonomously and as part of a team.

The post holder will have:

• An interest in pursuing a career in IT
• The ability to prioritise and manage high volumes of e-mails
• The ability to build effective working relationships with key stakeholders (ALBs; other agencies; private office) and staff, whilst maintaining a high level of resilience
• Excellent communication skills, and an ability to explain technical issues in plain English, Experience of working within a multi-stakeholder environment
• The ability to adapt quickly to different systems and processes
• The ability to explain issues in both technical terms and in plain English
• Effective communication and problem-solving skills

Desirable skills

• Knowledge and experience of using IT systems and software, particularly those relating to Microsoft SharePoint, Office 365, and Azure
• Knowledge and experience of handling first or second line IT queries, A sift based on the lead behaviour, Managing a Quality Service, may be held if a large number of applications are received. If a large number of applications remain after the initial sift, your application will be progressed to a full sift, where all behaviours will then be considered.

The Parole Board is a court like body that determines if someone is safe to release from prison. We do that with great care and public safety is our number one priority.

All Parole Board decisions are solely focused on whether a prisoner would represent a significant risk to the public after release, although not all decisions members take are popular and they try to do this as fairly and objectively as they can. The Parole Board is made up of approximately 150 members of staff based in our London Head Office and approximately 300 nationally based Parole Board Members, who make decisions on risk by assessing cases on paper and attending hearings at prisons around the country. The Parole Board offers an excellent flexible working policy which allows employees to have an effective work, home life balance. We are committed to the development of employees and how to support their learning. We therefore promote staff participating in apprenticeships and wider learning. The Parole Board currently exceeds the government target of employees on apprenticeships.

For nationally advertised campaigns, candidates will be appointed to their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed with the successful candidate(s) on the completion of pre-employment checks. The Parole Board offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. Parole Board welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the Parole Board's Flexible Working policy.

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years' service. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Parole Board is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Support

• A range of 'Family Friendly' policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve your country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces. For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans Redeployment Interview Scheme Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.