IT Customer Support Officer

• Information Technology Services – Customer Support Services

• Broaden your career with one of QLD’s largest employers

• Provide timely and effective technical and troubleshooting support

• Opportunity to engage with diverse and new technologies

• 1 x continuing and 1 x fixed-term opportunity available

• Based at our vibrant St Lucia campus

About UQ

As part of the UQ community, you will have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you will have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• 26 weeks paid parental leave or 14 weeks paid primary caregiver leave

• 17% superannuation contributions

• 17.5% annual leave loading

• Access to flexible working arrangements including hybrid working options, flexible start/finish times, purchased leave, and a condensed fortnight

• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family

• On campus childcare options

• Cheap parking (from just $5.75 a day)

• Salary packaging options

About This Opportunity 

The Information Technology Services (ITS) department at the University of Queensland plays a vital role in ensuring the smooth functioning of digital infrastructure and support services across campus. With a commitment to providing cutting-edge technology solutions, ITS caters to the diverse needs of students, faculty, and staff. From maintaining robust network systems to offering comprehensive technical support, ITS enables seamless access to essential resources for teaching, learning, and research endeavours. Embracing innovation, ITS continually explores emerging technologies to enhance the university's digital ecosystem, fostering a dynamic environment conducive to academic excellence and technological advancement. 

Join our team as an IT Customer Support Officer, where you'll play a crucial role in providing exceptional technical assistance to our clients. As a major link between our IT department and our valued clients, you'll ensure their satisfaction through effective communication and timely resolution of Tier 1 and 2 endpoint support services. 

Key responsibilities will include: 

• Adopt and promote sound cyber security practices in compliance with UQ’s Cyber Security Policy, procedures, and standards.

• Provide phone/email/remote assistance to diagnose and resolve hardware and software faults on assigned devices, including basic support for AV equipment, ensuring that jobs are responded to, resolved and/or escalated promptly. Where remote assistance is not possible due to the nature of the service request, provide on-site support.

• Undertake the use of tools for applications such as WEBDNS, DHCP, AD, Exchange, ITAM and other applications as skills permit.

• Maintain records in the IT Asset Management System (ITAM) and update documentation as required, including, but not limited to work procedures, technical documentation, and client documentation.

• Utilise service management software to actively monitor tickets and maintain accurate and timely information about the status of jobs.

• Where directed, undertake projects relating to the management, development, or maintenance of equipment to support teaching, research and business needs, in a team member role.

There is one full-time, continuing (permanent) and one full-time, fixed-term position available through to October 2024.

At HEW level 5, the full-time equivalent base salary will be in the range $77,396 - $86,029, plus a generous super allowance of up to 17%. The total FTE package will be up to $90,553 - $100,654 annually.  As these roles are covered by an Enterprise Agreement, you will also receive regular remuneration increases in line with the Enterprise Agreement.

About You  

Essential

• Experience in dealing with people in a service capacity within an IT environment and providing support in mobile technologies.

• Knowledge of PC and/or Macintosh operating systems and software and their operation in networked environments, and experience providing support in several of the following PC operating system environments: Windows, Linux, or Mac OS.

• Demonstrated effective interpersonal, oral, and written communication skills particularly in documenting processes and work instructions, and interpreting client requirements.

• Demonstrated problem-solving skills and ability to provide effective remote assistance and on-site support.

• Demonstrated skills in providing effective remote assistance and on-site support.

• Self-motivated and able to work effectively either alone or in a team environment.

• Demonstrated ability to work under pressure, prioritise tasks, meet deadlines, pay attention to detail, and maintain professionalism.

Desirable

• Knowledge of audio-visual technologies, server operating systems and emerging technologies.

In addition, the following mandatory requirements apply:

• Work Rights: You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment. 

• Background Checks: All final applicants for this position may be asked to consent to a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits. 

For more information about these opportunities, please contact Mr Suman Saha, Manager, IT Service Delivery via [email protected] . For application queries, please contact [email protected] stating the job reference number (below) in the subject line. 
 

All applicants must upload the following documents in order for your application to be considered:

• Letter addressing the essential and desirable criteria in the ‘About You’ section above

• Resume 

Other Information 

At UQ we know that our greatest strengths come from our diverse mix of colleagues, this is reflected in our ongoing commitment to creating an environment focused on equity, diversity and inclusion .  We ensure that we are always attracting, retaining and promoting colleagues who are representative of the diversity in the broader community, whether that be gender identity , LGBTQIA+ , cultural and/or linguistic , Aboriginal and/or Torres Strait Islander peoples , or people with a disability . Accessibility requirements and/or adjustments can be directed to [email protected] .

If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.

Applications close 14 May 2024 at 11.00pm AEST (Job Reference Number - R-38345).