Technology Support Officer

About the Organisation  

Youth Off The Streets (YOTS) is a not-for-profit youth organisation that provides safety, support and opportunities for young people to build a positive future. We offer crisis accommodation and housing services, alternative high school education, alcohol and other drugs counselling, youth justice support, life skills and employment programs, cultural support and community engagement, among other services. We focus on early interventions that empower young people and strengthen communities.

At Youth Off The Streets, diversity, equity and inclusion are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our people. It fuels our innovation and connects us closer to our customers and the communities we serve.

Youth off The Streets is an EEO Employer

The Role

We are looking for an IT support person to provide quality customer support by utilising excellent customer service skills and technical expertise, researching, analysing, resolving and responding to basic through to complex issues for Youth Off The Streets (YOTS). This support will be provided via telephone, e-mail, face to face and remotely to deliver solutions within specified service level agreements.                           

Key Accountabilities: 

• Providing level 1 and 2 technical advice to users on personal computer hardware and software 
• Resolving client problems and queries in an effective and timely manner 
• Ensuring all users know the current status of their individual problems 
• Monitoring all problems reported to the Helpdesk 
• Liaising effectively with Suppliers 
• Logging and keeping current all problems via a Problem Management System 
• Producing records reflecting Helpdesk and job stream statistics in a timely manner and monitoring call volumes to avert potential escalation problems 
• Liaising with Network Engineers regarding the progress of their action on assigned problems 
• Coordinating and updating the Helpdesk Manual 
• Keeping Management aware of potential areas for product enhancement and educational requirements 
• Liaising with Managers/Supervisors regarding potential problems 
• Provide Phone, email, remote and face to face support
• Work with the IT team to ensure all client requests are actioned within YOTS IT SLA’s
• Produce and maintain site documentation and other intellectual property of the company
• Document all services within the Helpdesk ticket management system accurately and in a timely manner
• Maintain tickets ensuring all schedules, notes and entries are entered in a timely manner
• Commitment to completion of annual mandatory training modules 
• Exercise due diligence to prevent young people being exposed to harm

Core Capabilities:

• Knowledge of established work practices, policies and procedures relevant to the workplace 
• Ability to apply techniques relevant to the workplace 
• Knowledge of statutory requirements relevant to the workplace
• Strong understanding of Child Safe principles, policies and responsibilities
• Awareness of risk factors associated with abuse and neglect of children and young people
• Knowledge and experience working within a Service Desk environment

Desirable criteria, including but not limited to:

• Diploma or Bachelor’s degree in Information Technology 
• Retail customer service experience or Helpdesk experience
• Microsoft Windows Client Operating System
• Network Troubleshooting 
• PC hardware and Software Troubleshooting
• Skills
• Research skills
• Strong problem solving skills
• Abilities
• Technical writing
• Excellent written and verbal communication skills
• Experience managing Hyper-V virtualisation technology 

What we can offer you:

• The opportunity to work for an iconic brand
• Salary packaging
• EAP Assistance
• Training and development programs

A valid and current NSW Working With Children Check, Drivers Licence and unrestricted Australian working rights are essential for this position.

This is a rare opportunity to join a passionate and high profile not for profit organisation that values the current youth of today and the youth of tomorrow.

To Apply 

Please ensure you enclose a copy of your resume with your contact details and cover letter addressing the essential criteria (2 pages maximum). 

At Youth Off The Streets, diversity, equity and inclusion are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our people. It fuels our innovation and connects us closer to our customers and the communities we serve.

Youth off The Streets is an EEO Employer and a child safe organisation. YOTS is committed to providing a safe environment where all children and young people are treated with respect and are protected from harm. We have zero tolerance for child abuse.

This is a rare opportunity to join a passionate and high profile not for profit organisation that values the current youth of today and the youth of tomorrow.

The successful candidate will be requested to submit applications for a NSW Working With Children Check and Police Check. You will also be required to have a valid Australian Drivers Licence and unrestricted Australian working rights.

We encourage people who identify as Aboriginal or Torres Strait Islander to apply for this position.