I.S. Technical Support Officer

Clare County Council/ Comhairle Contae an Chláir is the authority responsible for Local Government in County Clare. The corporate headquarters are located at Áras Contae an Chláir, New Road, Ennis and there are four Municipal Districts (Ennis, Shannon, Killaloe, and West Clare) which are supported through area offices in Ennis, Scarriff, Shannon, Ennistymon and Kilrush. There are 28 elected members, approximately 990 staff and an annual operating budget of €204 million in 2026.

Clare County Council provides a diverse range of services across a large geographic area. Key services areas include Planning, Placemaking & Economic Development, Rural & Community Development, Housing Services, Housing Activation & Delivery, Capital Infrastructure Delivery, Land Activation, Derelict Sites and Property, Transportation, Mobility and Health & Safety, Climate Action, Environment & Water Services, Fire Service, Building Control & Major Emergency Management, Tourism, Festivals & Events, Libraries, Arts & Cultural Services, Enterprise and Investment, along with Sports & Amenities. These operations are supported by internal services which include ICT & Digital Services, Corporate Services & Governance, Finance, People, Culture and Organisational Development functions.

There is a diverse demographic across urban and rural communities with tourism bringing seasonal changes in population and activity in the county. The Shannon estuary, Shannon Airport, industrial zones, and geographic location between larger urban areas, coupled with the unique landscape and heritage add to the diversity of activity in the County. Local democracy is strengthened through the Municipal Districts and changes in legislation and regulation have placed greater emphasis on the role of the Local Authority in driving economic activity, ensuring accountability, accessibility and innovation while placing the customer and the community to the fore of service delivery.

Clare County Council is currently inviting applications from suitably qualified persons for the above competition. Clare County Council will, following the interview process, form a panel for the post of I.S. Technical Support Officer from which future relevant vacancies may be filled subject to sanction approval from the Department of Housing, Local Government and Heritage. Positions will be offered in order of merit as per the panel. This panel will exist for 12 months and may be extended for a further period of 6-12 months at the discretion of the Chief Executive.

The Information Systems Technical Support Officer will participate in a team to provide a high standard of IS Technical Support in Clare County Council. An ability to professionally manage and resolve a number of potentially complex issues in a fast paced environment is required.

The Information Systems Department provides a wide range of services to Clare County Council and its customers. As such, due to the dynamic nature of ICT, and the changing business requirements within the Council, all ICT posts require a flexibility to work in other IT roles as needs require.

The candidate will have strong experience in ICT Service Desk operations, with a clear focus on delivering high-quality end-user support, alongside broader ICT responsibilities.

• Proven track record in delivering high-quality ICT Service Desk support, including the provision of first-line assistance across a range of systems, devices, software, and business applications.
• Proven ability to manage, prioritise, and resolve ICT Service Desk calls in line with business requirements, service standards, and agreed response times.
• Experience in software and application configuration and support.
• Ability to log, track, and manage ICT support incidents and service requests from initial report through to resolution, maintaining clear communication with users and stakeholders throughout.
• Strong communication skills, with the ability to communicate effectively across different levels within an organisation.
• Ability to build and maintain effective stakeholder relationships and engage professionally with relevant contacts.
• Provide professional end-user support and guidance, including user instruction and assistance where required.
• Competence in the operation and support of ICT systems and standard office productivity applications.
• Experience working effectively within an ICT support environment.
• Good administrative, documentation, and report-writing skills.
• Broad technical experience across several of the following areas would be beneficial; however, the role does not require expert-level knowledge in all areas.
• Awareness of cyber security controls and good security practice.
• Familiarity with SQL Server environments.
• Awareness of server administration and support environments.
• Experience supporting desktop and endpoint environments.
• Good understanding of ICT architecture principles, networking principles, and connectivity.
• Exposure to geographical information systems would be beneficial.
• Broad awareness of ICT infrastructure environments and support requirements.

The duties assigned to the post will include the following, although the list is not exhaustive and will be reviewed from time to time in line with CCC ICT operational requirements.

• Provide effective, responsive, and professional ICT Service Desk support to staff and elected members.
• Manage, prioritise, and resolve ICT Service Desk calls, incidents, and service requests, ensuring timely resolution or escalation where appropriate.
• Install, configure, and support hardware and software to enable access to office productivity applications, databases, web-based systems, and geographical information systems.
• Support the operation and effective use of Local Authority business systems, email, internet, and web services.
• Diagnose and resolve issues relating to business systems, end-user devices, network devices, email, internet, and geographical information systems.
• Provide advice and assistance to other members of the Information Systems support team as required.
• Provide specialist technical assistance and support in the delivery of ICT projects and service improvements as required.
• Support network expansions, upgrades, and related technical improvements where required.
• Maintain software licence records and support compliance with software licensing requirements.
• Support the management of Information Systems assets, including procurement, disposal, support, and maintenance.
• Contribute to the ongoing programme of renewal and investment in Information Systems hardware and software.
• Participate in the planning and implementation of the Information Systems Section work programme, annual budget, and cost control measures.
• Develop and maintain effective working relationships with other Local Authorities, the Local Government Management Agency, suppliers, and other Government agencies.
• Keep abreast of developments in information technology and identify opportunities to improve service delivery and business outcomes for the Council.
• Contribute to the review and implementation of the Council’s ICT Strategy.
• Support the IS Project Leader in ensuring that section or departmental work programmes are implemented in line with the Council’s Corporate Plan and operational plans.
• Support the communication, implementation, and management of change initiatives within the relevant area of responsibility.
• Where required, supervise employees in supporting roles, including assigning duties and managing workload.
• Provide ongoing support to employees within the section or department, including addressing day-to-day issues and identifying training and development needs as appropriate.
• Ensure compliance with relevant organisational policies and procedures, including those relating to performance management, attendance, and employee support.
• Carry out ICT Service Desk and support duties in compliance with relevant legislation, Council policies, data protection requirements, and cyber security standards and controls.
• Communicate and liaise effectively with employees, supervisors, managers, senior management, customers, and other stakeholders in relation to operational matters.
• Identify opportunities to improve service delivery and support the effective use of key performance indicators or other relevant performance measures.
• Support the implementation of good practice through transparent reporting and clear communication to help deliver accountable services.
• Support the Council and Municipal District operations as required.
• Carry out duties in a politically neutral manner, with a clear understanding of the local government environment and context.
• Support the IS Project Leader in the implementation of Health and Safety responsibilities for the section or department.
• Deputise for the line manager when required.
• Undertake any other duties and responsibilities as may be assigned from time to time.
• Carries out and documents the planning, testing, and implementation of the ICT business systems
• Where required facilitates and provides end user training of ICT business systems.
• Participates and attends training from Local Government Management Agency, suppliers, and other Government agencies on new and existing business systems
• Communicates and liaises effectively with colleagues, line managers and customers in relation to operational matters for the section.

Candidates must demonstrate:

• Excellent communication, facilitation, and administrative skills
• Commitment to excellent customer service
• Ability to work alone and as part of a team
• Ability to initiate projects and sustain a complex workload

Essential Criteria

1. Character 

Each candidate must be of good character.

2. Health

Candidates shall be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.

3. Education, Training, Experience, etc.

Each candidate must, on the latest date for receipt of completed application forms:

(a) (i) A qualification at Level 8 on the National Framework of Qualifications (NFQ) major award (i.e. honours degree), or higher, in a relevant computing discipline and at least 2 years directly relevant recent ICT experience from your employment to date* OR (ii) A qualification at Level 8 on the National Framework of Qualifications (NFQ) major award (i.e. honours degree), or higher, with computing taken in the final year and at least 3 years directly relevant recent ICT hands-on experience from your employment to date* OR  (iii) A qualification at Level 7 on the National Framework of Qualifications (NFQ) major award (i.e. ordinary degree) in a relevant computing discipline and at least 3 years directly relevant recent ICT experience from your employment to date*. OR(iv) A qualification at Level 6 on the National Framework of Qualifications (NFQ) major award qualification in a relevant computing discipline and at least 4 years directly relevant recent ICT experience from your employment to date*. and(b) Have a satisfactory knowledge of public service organisation or the ability to acquire such knowledge. 

and

(c) hold a full driving licence for Class B vehicles free from endorsement/disqualification

* Relevant ICT hands-on experience should include, but is not limited to: areas such as managing delivery of digital solutions, enterprise architecture, software and applications development projects involving a range of technologies and platforms covering web development, data management, database administration, business analysis/discovery, business intelligence and data analytics, DevOps, enterprise architecture, technical infrastructure service design and delivery, server and client operating systems and architecture stacks, telecommunications and networking infrastructure delivery support, technical support, ICT service management, operations and server support, ICT/ cyber security, mobile device management, virtualisation delivery support, database and application support, cloud computing, etc.

Failure to input and upload proof of essential educational qualifications in your application form will deem you ineligible for this competition.

*Non-Irish Qualifications must be accompanied by a determination from Quality and Qualifications Ireland (QQI) to establish their comparability against the Irish National Framework of Qualifications, overseas qualifications must also be accompanied by a translation document.

The salary shall be fully inclusive and shall be as determined from time to time. Holders of the post will be paid at the appropriate point on the salary scale in accordance with the relevant Department Circular. Where the appointee has been serving elsewhere in the public service in an analogous grade and pay-scale and will be moving without break to another part of the public sector at an analogous grade, the appointment may be made at the appointee’s current point of scale. The rate of remuneration may be adjusted from time to time in line with Government pay policy. Starting pay for new entrants to the sector will be at the minimum of the scale.

The current salary scale applicable to the post (June 2026): €52,761 - €54,337 - €55,946 - €57,589 - €59,244 - €61,173 (LSI1) - €63,109 (LSI2)