IT Technician - Second Line IT User Support

The Swedish Prison and Probation Service is growing – we are building new facilities, renovating, and expanding, and we are now looking for more employees. Our main goal is to reduce recidivism – to break the vicious cycle. If we succeed, society will be safer and more secure for everyone. We are the authority responsible for prisons, probation, remand facilities, and client transports.

Do you want to contribute to a safer society? Our IT department is undertaking a major initiative focused on a digital correctional service. Together, we work to create conditions and solutions that make a difference in our operations. The IT department is experiencing strong growth. With us, you will have excellent opportunities to grow and develop your skills based on your conditions and areas of interest. We are looking for someone with a strong interest in IT, knowledge that can enrich our digitalization journey, and who wants to make a difference in society within your profession.

The primary mission of the IT department is to ensure that the Swedish Prison and Probation Service has a functional, tailored, and stable IT environment for our 20,000 internal users across approximately 145 operational sites. The work is highly varied and offers great opportunities for development in the field.

RESPONSIBILITIES

As an IT technician in second line IT user support, you will handle cases and technical problems that cannot be resolved by first line support. You will contact users of the correctional service via the case management system, phone, and email. You will continuously work to improve our processes and routines and ensure that documentation and instructions are updated for groups within the support process. You will identify and escalate incidents and problems and play a coordinating role during operational disruptions.

In this role, you will ensure that all necessary information is available in the case for effective further handling by IT specialists in third line support, including departments and groups within IT infrastructure and system applications. The role also includes quality improvement efforts in collaboration with other parts of the support organization. This includes participation in the development and implementation of new technical solutions, processes, project assignments, and training activities.

The work requires full presence in the office.

QUALIFICATIONS

We are looking for someone who is service-oriented, has a desire to help, and always strives to deliver solutions. You work well with others and resolve conflicts constructively. Furthermore, you should have the ability to come up with new ideas and approaches that can be translated into practical solutions that lead to results. To thrive in the role, you need to adapt quickly to changing circumstances, with a positive attitude towards change. You plan, organize, and prioritize your work effectively to meet deadlines.

For us, it is important that you share the fundamental values of the Swedish Prison and Probation Service regarding a humane view of humanity, respect for the individual, and belief in the human will and ability to develop. You are also aware of and understand how background, culture, and group affiliation affect yourself and others. Furthermore, you are expected to contribute to ensuring that everyone is treated equally through your approach. We place great emphasis on personal suitability.

We are looking for someone who has:

• Completed upper secondary education in the form of a diploma or high school degree
• Several years of experience in first or second line technical support
• Experience in second line troubleshooting and identification of complex technical problems that cannot be solved at the first line support level
• Several years of experience working with ITIL processes and case management systems
• Good knowledge of access administration, e.g., Active Directory
• Very good skills in spoken and written Swedish and English

We consider it an advantage if you have:

• Certification in ITIL
• Experience in leading & coordinating incident work, e.g., MIM (Major Incident Manager)
• Experience working with IT support across multiple units
• Experience working in project form
• Good understanding of technical environments, with knowledge of both hardware and software, and how they work together.

OTHER

The Swedish Prison and Probation Service has chosen to remove the personal letter and replaced it with selection questions relevant to the position. The answers to the selection questions and CV will form the basis for whether you are qualified to proceed in the process.

To be considered for employment within the Swedish Prison and Probation Service, you must meet high standards regarding suitability, judgment, security, and confidentiality awareness and follow applicable laws. This means that you stand up for democratic values and the state values that apply to the operations of the Swedish Prison and Probation Service.

Some positions are classified in a security class, and a security review with a background check will be conducted before a hiring decision is made. For certain security-classified positions, Swedish citizenship is required. The Swedish Prison and Probation Service welcomes applicants with diverse backgrounds and experiences. Read more about the security review at: https://www.kriminalvarden.se/jobba-hos-oss/rekryteringsprocessen/sakerhetsprovning-vid-rekrytering/ (https://www.kriminalvarden.se/jobba-hos-oss/rekryteringsprocessen/sakerhetsprovning-vid-rekrytering/)

The position may involve military placement within the Swedish Prison and Probation Service. Read more about military placement at: https://www.kriminalvarden.se/jobba-hos-oss/rekryteringsprocessen/krigsplacering/ (https://www.kriminalvarden.se/jobba-hos-oss/rekryteringsprocessen/krigsplacering/)

Individual salary setting applies.

Probationary employment may be applied.

The Swedish Prison and Probation Service strives for an even gender distribution and increased diversity.

To submit your application, click on the application link in the ad. Questions about how to apply and submit your CV should be directed to Visma Recruit. Questions about specific jobs will be answered by the contact person indicated in the ad.

We kindly but firmly request no direct contact with staffing and recruitment companies or sellers of recruitment ads. The Swedish Prison and Probation Service has contracted agreements.