Senior Officer, IT Support

• Australian Institute for Bioengineering and Nanotechnology / Institute for Molecular Bioscience / Queensland Brain Institute

• Key role facilitating transition to shared IT support model

• Provide advanced ICT technical & troubleshooting support for diverse clients

• Join a vibrant community where your work genuinely makes an impact 

• Based at St Lucia Campus

About UQ

As part of the UQ community, you’ll 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’ll 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

• 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 role is responsible for providing an advanced level of ICT technical and troubleshooting support for clients across The Institute for Molecular Bioscience (IMB), The Queensland Brain Institute (QBI and The Australian Institute of Bioengineering and Nanotechnology (AIBN) via telephone, remote desktop access and face-to face communication. Where the requirement is beyond scope of phone/email and on-site support it is the role of the support officer to oversee the escalation and resolution of incidents to internal or external service providers as required.

Key responsibilities will include: 

• Provide phone/email/remote assistance to diagnose and resolve hardware and software faults on assigned devices (including AV equipment), liaising with vendor support where applicable, to ensure that jobs are responded to, resolved and/or escalated promptly.

• Provide leadership and advice on the technical aspects of information technology to clients.

• Administer desktop management systems.

• Install, configure and maintain server operating systems.

• Develop and maintain documentation of customer infrastructures, organisational operational guidelines and procedural documents.

• Use customer service practices including courtesy, helpfulness and follow-through in all aspects of service requests, incident and problem management, ensuring a high level of customer satisfaction

• Participate in team meetings and team building exercises.

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

• Manage hardware life cycle (from purchase, deployment, re-deployment, and to decommissioning) for client and lab laptops, desktops and peripherals.

• Maintain records in the IT Asset Management System (ITAM), participate in the annual stocktake task and dispose of IT equipment according to UQ policy.

• Participate in the development and support of bespoke solutions, services and/or infrastructure to support research/lab requirements

• Coordinate the maintenance of computers used in laboratories with associated equipment.

• Be responsive to research requirements, which may include the processing of staff and student applications for access to research resources or the provision of training to staff and students in emerging research technologies and applications.

• Contribute to the ongoing analysis of, and/or any adjustments to the IT services offered within the organisational unit

• Any other duties as reasonably directed by your supervisor.

This is a full-time (100%), continuing position.

At HEW level 6, the full-time equivalent base salary will be in the range $86,371.95 - $92,658.90, plus a generous super allowance of up to 17%. The total FTE package will be up to $101,055.18 - $108,410.91 annually. As this role is covered by an Enterprise Agreement, you will also receive regular remuneration increases – at least once a year.

About You  

• Qualifications and training equivalent to an undergraduate degree in IT or related field, and subsequent relevant experience; or an equivalent combination of relevant experience and/or education/training such as position relevant industry certifications.

• Experience in providing high level support with Windows and Mac.

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

• Knowledge of Microsoft Windows infrastructure including Active Directory, Group Policy Objects, and SCCM.

• Knowledge of macOS infrastructure including JAMF and MDM.

• Experience in providing support in mobile and audio visual technologies.

• Breadth of general computing and network knowledge and experience

• An understanding of IT/data security issues and solutions.

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

• Demonstrated strong problem-solving skills.

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

• Demonstrated ability to work under pressure, prioritise tasks, meet deadlines with a high level of accuracy and attention to detail.

Desirable

• Experience supporting Linux and/or windows server environments

• Experience with virtualisation systems such as VMware vCenter and/or Horizon

• Experience with supporting Research based computing environments

• Programming or scripting skills (ie. PHP, Drupal, shell, python) and/or database management

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.

Questions? 

For more information about this opportunity, please contact Senior IT Manager, Tony Shepherd [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:

• Cover letter addressing the ‘About You’ section  

• 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 Thursday 25 January 2024 at 11.00pm AEST (Job Reference Number - R-34418). Please note that interviews have been tentatively scheduled for February 2024.