Work Type: Fixed-term - Full-time
Salary: Salary not specified
Grade: Grade in advertisement
Occupation: IT and telecommunications
Location: Melbourne - CBD and Inner Metro suburbs
Reference: 1510181
The Helpdesk and Item Support Officer is responsible for providing essential support for the schools and sectors in the provision of the online assessment suites (Insight and the Digital Assessment Library). This role will be required to complete a variety of tasks aimed at ensuring the smooth operation of helpdesk services, including stakeholder management, data management, content maintenance (test items), and technical support. The Helpdesk and Item Support Officer will work closely within a support and administration team and with subject matter experts to deliver high quality assistance to internal and external stakeholders and support the delivery of the VCAAs classroom assessment programs. The officer will work as part of a team, be adaptable and work collaboratively to ensure the accurate understanding and completion of tasks, requirements, and workflows.
The main components of this role include but are not limited to:
Provide timely and accurate support to internal and external stakeholders, escalating queries or issues where appropriate. This includes support of the VCAA¿s 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 (i.e. student and assessment results)
general IT systems and application support
Support ongoing provision of the online assessment platform by:
reviewing user supporting documentation
testing platform software updates
identification of potential improvement of business processes, procedures, and documentation
adapting positively to changes in systems, processes, and priorities, maintaining a flexible approach 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
performing edits to content under instruction
Personal attributes
Cooperates and works well with others in pursuit of team goals; shares information openly and acknowledges the contributions of others. Steps in to support colleagues when needed and demonstrates a genuine willingness to learn new skills, approaches, and perspectives to enhance team outcomes. Actively seeks opportunities for growth and adapts positively to new challenges.
Enabling Delivery
Digital and Technological Literacy: Guides other in operating digital and technology tools relevant to area of work. Understands the impact of internal IT landscape to daily operations; Has broad understanding on implementation activities related to the introduction and ongoing maintenance of new digital and technology tools
Project Delivery: Executes work tasks against plan; where plans are not defined, prioritises tasks in line with the urgency and impact of tasks; Utilises approved task management tools; Maintains accurate project records.
Authentic Relationships
Customer Focus: Understand customer requirements and how work addresses customer needs; Identify opportunities to improve services; Committed to delivering high quality outcomes for clients
Communicate with Impact: Makes a positive impression on others and comes across with credibility; Communicates orally in a manner that is clear fluent and holds the listeners¿ attention; Able to deal with difficult and sensitive topics and questions
Criteria 1 : 'Victorian Public Sector Values' as detailed in Organisational Values section above
Criteria 2: `Customer Focus please refer to the Capabilities section above for more detail.
Criteria 3: `Communicate with Impact please refer to the Capabilities section above for more detail.
Criteria 4: `Working Collaboratively please refer to the Capabilities section above for more detail.
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 a satisfactory pre-employment conditions check.
A probationary period may apply during the first year of employment and induction and support programs provided.
Detailed information on all terms and conditions of employment is available on the VCAA's Human Resources website at Letter of Offer of Employment - Terms and Conditions
Individuals with the aptitude, experience and/or qualifications to fulfill the specific requirements of the position.
Applicants seeking part-time employment are encouraged to apply for any position and, if they are the successful candidate, request a reduced time fraction. Such requests will be negotiated on a case-by-case basis and will be subject to the operational requirements of the VCAA.
We are committed to the principles of equal opportunity, and diversity and inclusion for all. We value diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for roles within the VCAA. The VCAA recognises that the provision of family friendly, supportive, safe and harassment free workplaces is essential to high performance and promotes flexible work, diversity and safety across all our workplaces. It is our policy to provide reasonable adjustments for persons with a disability. Workplace adjustment guidelines
The VCAA employees commit to upholding the public sector values: Responsiveness, Integrity, Impartiality, Accountability, Respect, Leadership and Human Rights. The VCAAs values complement each school's own values and underpin the behaviours the community expects of Victorian public sector employees, including those who work in Victorian Government Schools. Information on the VCAA values is available at: https://www.vpsc.vic.gov.au/ethics-behaviours-culture/public-sector-values/
Victorian government schools are child safe environments. Our schools actively promote the safety and wellbeing of all students, and all school staff are committed to protecting students from abuse or harm in the school environment, in accordance with their legal obligations including child safe standards. All schools have a Child Safety Code of Conduct consistent with the department's exemplar available at:
https://www2.education.vic.gov.au/pal/child-safe-standards/policy
The incumbent must declare any close relations and associations with a student or teacher (spouse/partner, sibling, child, grandchild, niece/nephew) either teaching the study or enrolled as a VCE and/or VET student in 2025.
The incumbent must not have accepted a voluntary resignation or career transition package, e.g. Voluntary Departure Package (VDP), Voluntary Separation Package (VSP), Resignation Incentive Scheme (RIS) from a Victorian Government agency or department within the last three years.
The incumbent can expect to be allocated duties, not specifically mentioned in this document, but within the capacity, qualifications and experience normally expected from persons occupying positions at this level. The incumbent will be based at a primary location of work at the VCAA Assessment Centre, Coburg, with opportunities to work remotely.
The incumbent shall carry out duties in accordance with legislation and governance requirements, policies and procedures, safety principles, code of conduct for Victorian public sector employees, and Victorian Public Sector Values
All employees of the VCAA are required to have a current and satisfactory DE NCHRC, WWC or current VIT registration before they commence working with the VCAA.
The VCAA actively promotes the safety and wellbeing of all students, and all VCAA staff are committed to protecting students from abuse or harm in the school and corporate environment, in accordance with their legal obligations including child safe standards. VCAA Policy:
Child safe policy: https://www.vcaa.vic.edu.au/sites/default/files/Documents/corppolicies/VCAA_Child_Safe_Policy.docx
Child safe code: https://www.vcaa.vic.edu.au/sites/default/files/Documents/corppolicies/VCAAChildSafeCodeofConduct.docx
The Victorian Curriculum and Assessment Authority (VCAA) is a statutory body established under the repealed Victorian Curriculum and Assessment Authority Act 2000 which continues to operate under the Education and Training Reform Act 2006 (the Act).
About the Division
The Assessment and Reporting Division is responsible for:
the delivery, assessment and reporting of all VCE examinations and the implementation of the National Assessment Program Literacy and Numeracy (NAPLAN) tests
the development, delivery and marking of the General Achievement Test (GAT)
the recruitment and training of sessional staff appointed to support F-12 assessment programs
the marking of NAPLAN writing tests and all VCE examinations, including written, performance and Languages oral examinations
managing the quality assurance and statistical moderation programs for VCE school-based assessments
the operation of VCAA online assessment and marking systems including the VCAA online scoring system (VOSS), Insight and Digital Assessment Library online suites , across four sectors (Government, Catholic, Independent and Early Childhood).
collecting, maintaining and processing student enrolment data and assessment results for Senior Secondary level qualifications and NAPLAN
issuing Senior Secondary level certification to students under delegation from the Victorian Registration and Qualifications Authority (VRQA)
managing the Victorian Student Register and the issuing of Victorian Student Numbers
providing technical and professional support for assessment and reporting matters to the VCAA Board, internal and external stakeholders
liaising with national and international bodies on assessment and reporting matters
management of the VCAA Assessment Centre which provides facilities to support Division operations including training meetings and central marking
About the Area
The Assessment Policy and Strategy Development Branch, within the Assessment and Reporting Division, oversees the development of assessment policy and strategy and a range of initiatives. The branch consists of the Assessment Policy, Practice and Development and Digital Assessment Delivery units and supports implementation of key programs including the Digital Assessment Library and provision of the Insight Assessment suite. Furthermore, the unit is responsible for the development of the General Achievement Test incorporating Literacy and Numeracy testing. The branch provides advice and support for best practice assessment to inform teaching and learning in Victorian classrooms.