Senior Officer, It Support

About UQAs 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 leave17% superannuation contributions17.5% annual leave loading

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 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…