IT Support Officer 

Job Description

Role Objective

The purpose of this role is to provide front-line primary support to end-users on various issues and difficulties associated with IT systems and business applications.  This involves directly supporting users in enabling them to use and increase their productivity through appropriate, for purpose, technology; and ensure that the organisation’s technology applications and the underlying IT infrastructure are functional and reliable.  This role also has the objective of ensuring that all work is performed in line with best practice, regulations, WHS requirements and our corporate relationship with external services and providers.

Responsibilities

• In conjunction with the Information Technology Manager and others, identify and assist with implementing areas for IT systems improvement across the business and liaise with users and management to implement changes;
• In conjunction with the IT Manager, maintain broad working knowledge of all LAC systems, applications, software subscriptions, programs, and hardware.  Including, but not limited to:  Nurse Call, Technology hardware, corporate software (including clinical care systems, MS365), infrastructure security, system network etc;
• Provide a quality, responsive and proactive first-line support service to LAC users experiencing interruptions/IT issues, which impede task completion, and work closely with those LAC staff;
• Proactively engage with and help users to utilise applications efficiently and troubleshoot where required;
  • resolve local IT problems and assist with infrastructure trouble shooting (common hardware/software issues, wi-fi, networking etc), whether through remote support technologies or in person, as may be required;
  • escalate issues (up to and including outages) and actively work with the IT Manager to restore normal service to end users with minimal disruption/impact on staff, residents, and clients
  • Install, configure, and support desktop hardware, software, Corporate Apple iPhones and iPads and other organisational peripherals;
  • Assist with onboarding and offboarding of system users;
  • Conduct remote troubleshooting using Microsoft support tools;
• In conjunction with the IT Manager, create and maintain process, procedural and technical documentation as well as assist with training materials as needed;
• In conjunction with the IT Manager, maintain an inventory of all IT assets including workstations, display devices, peripherals, mobile devices etc.
• Other tasks/activities consistent with skills and experience and as may be required from time to time.

Personal Qualities

• Honesty, initiative, reliability, and discretion
• Cooperation and team participation
• Communication and interpersonal skills
• Empathy and consideration for older persons
• Willingness to develop professionally
• Self motivation and organisation

Selection Criteria

Essential

1. Minimum 1-2 years’ experience within an IT Help Desk and technical support environment.
2. Demonstrated knowledge of corporate computer operating systems, networks, and technologies, including Windows environments, Microsoft 365 (including Teams, Sharepoint etc), Active Directory/Intune/Entra ID, MS Exchange and Outlook etc.
3. Highly developed problem solving and business analysis skills including the ability to analyse end-to-end process which help address Root Cause Analyses.
4. Advanced organisational skills and ability to manage conflicting deadlines and priorities.
5. Excellent communication and interpersonal skills with a passion for customer service – including the ability to independently resolve problems to achieve mutually beneficial outcomes.
6. Demonstrated ability to:
   1. Be flexible and adaptable;
   2. work within a multidisciplinary team and impart knowledge at an appropriate level relevant to the end user;
   3. work with a minimum of supervision; and
   4. work collaboratively with external IT business partners.
7. Strong customer service ethic and demonstrated ability to exceed customer expectations.
8. Intermediate to advanced level of computer literacy including but not limited to Office 365, Sharepoint, WordPress and systems administrator experience.

Desirable

1. Possession of or working towards formal qualifications in Information Technology and related areas.
2. Relevant IT Certifications (Microsoft, Azure etc)

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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