Technical Support Officer

Eden Ritchie is seeking a Technical Support Officer to respond to enquiries made to the IT Service Desk and provide support to Department staff and approved associates by phone, email, or through the IT ticketing system. You will be responsible for installing and maintaining desktop and mobile hardware, end-user software applications, support of the corporate multi-function device printer fleet and user account administration. Additionally, you will be responsible for the rollout of new end-user computing solutions to staff as required, which may additionally involve travel to Department’s offices across the state.

• 3 month contract
• Brisbane CBD location

As the Technical Support Officer, your key responsibilities will include:

• Provide Technical Support in a timely manner based on phone calls, in-person visits to the Service Desk, and requests logged via email to the IT ticketing system.
• Provide remote technical assistance and support, conduct computer diagnostics, and resolve problems with desktop hardware and software within the IT ticketing system.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Configure and install end-user computing solutions and software.
• Follow-up and update service desk ticket status and information with a view to resolve 85% of requests for the IT Service Desk team on first contact with the client.
• Assist with the identification of problems with IT software and systems that require further investigation.
• Diagnose network connectivity issues both within the corporate network and for users connecting via VPN from other Wi-Fi networks and resolve where possible.
• User account administration for network, application, and system access for employees.
• Documenting and updating processes and common solutions to problems in the knowledge management system and corporate records system.
• Ensure end-user computer asset information is kept current in the asset management system and assist with the rollout of replacement equipment and decommissioning of old equipment as required.
• Escalate issues not able to be resolved by the IT Service Desk to other teams in IT ensuring that requests have required information from the client before being passed for actioning.
• Actively participate in team planning and comply with all corporate responsibilities.
• Maintain a high standard of practice through governance and risk management.

The successful applicant will have:

• Customer service experience and can provide courteous, prompt and professional service to clients with various levels of knowledge and experience.
• Experience installing and configuring desktop software and Microsoft operating systems including Microsoft Office / Office 365.
• Experience supporting staff working remotely including those using the Citrix platform.
• Be able to identify solutions to both technical and procedural problems with a range of end-user computing devices and software applications.
• Experience managing Microsoft Operating Systems, Application Deployment systems (e.g. SCCM) and Exchange server environments.
• Experience assisting clients with using supporting hardware and systems – for example printing, scanning and copying using Multi-function devices (MFDs).

If this role sounds like you, please APPLY NOW submitting your resume in WORD format.

If you would like more information or to discuss the role, please contact Angela Macpherson on 07 3230 0***.

Job Reference: 609388