It Customer Support Officer

• Information Technology Services
• Full time, permanent position
• Join a University ranked in the world's top 50
• Opportunity to engage with diverse and new technologies
• Crucial role, working between the IT department and our clients
• Provide technical assistance for tier 2 support
• Based at St Lucia

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 including, flexible start/finish times & purchased leave
• 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 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 and according to cyber security procedures and standards developed by the University or Division.
• Provide phone/email/remote assistance to diagnose and resolve hardware and software faults on assigned devices, including basic support for AV equipment, with the assistance, if necessary, of more experienced staff and/or vendor support sections, 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.
• Work with tools and technologies such as Microsoft SCCM, Apple JAMF, Microsoft Teams, Cisco SDA networks, DHCP, AD, Microsoft Exchange, IT Asset Management tools and other applications.
• 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.
• Utilise service management software to actively monitor tickets and maintain accurate and timely information about the status of jobs.
• Maintain records in the IT Asset Management System (ITAM), participate in the annual stocktake task and dispose of IT equipment according to UQ policy.
• An employee may be required to carry out other duties within the scope of the classification and within the limits of their skill, competence and training

This is a full-time, permanent position.
At HEW level 5, the full-time equivalent base salary will be in the range $77,396.47 - $86,029.78, plus a generous super allowance of 17%. The total FTE package will be up to $90,553.87- $ 100,654.84 annually. As this role is covered by an Enterprise Agreement, you will also receive regular remuneration increases - at least once a year.

About You

The ideal candidate should possess qualifications equivalent to an undergraduate degree in IT or a related field, or have gained relevant experience and training. They should have a background in providing customer service within an IT environment and be proficient in supporting PC operating systems such as Windows, Mac OS, or Linux, as well as mobile technologies. Strong interpersonal and communication skills, both verbal and written, are essential, along with problem-solving abilities and experience in remote and on-site support. Familiarity with service management frameworks and the ability to work independently or as part of a team are crucial. They must demonstrate the capacity to work under pressure, prioritize tasks, meet deadlines, and maintain professionalism.
Experience with audiovisual technologies, server operating systems, and awareness of emerging technologies are desirable attributes.
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 Vu Ngo, Service Delivery Manager (Acting), IT Customer Support at v.ngo@uq.edu.au. For application queries, please contact talent@uq.edu.au stating the job reference number (below) in the subject line.

Want to Apply?

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

• Cover letter
• 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 talent@uq.edu.au.
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 1 April 2024 at 11.00pm AEST (Job Reference Number - R-36755).