IT Support Officer

  • Role located in Sydney
  • Applications close on Friday 7/5/2021
  • Immediate start
  • 6 month contract with 3×6 month extension options
  • A BASELINE security clearance is required for this role or the ability to obtain one

An IT Support Officer is required for:

  • Providing high quality, responsive, courteous and timely 1st and 2nd level IT support to members and staff of the AAT. This includes:
    • being available to adequately cover Service Desk functions as rostered/required;
    • monitoring and managing IT support requests through the Service Desk system, telephone and personal presentation;
    • Ensuring issues are documented correctly and resolved in a timely fashion.
  • Fostering effective and productive working relationships with internal and external AAT stakeholders. This may include:
    • Liaising with external service providers in relation to support arrangements, procurement, invoicing and other tasks as required;
    • communicating technical information to non-technical members and staff.
  • Test, install and maintain computers, peripherals, videoconferencing, office equipment, software, logs and security systems as required.
  • Maintain and monitor backup procedures, communications and security systems.
  • Undertake project work as directed.

Selection Criteria

  • Experience in support
    • Experience providing 1st level and 2nd IT support in a Microsoft environment;
    • Understanding of networking;
    • Experience installing and trouble-shooting PCs and peripherals;
    • Problem solving skills.
  • Customer service
    • Strong customer service focus;
    • Conflict resolution skills;
    • Understanding of the need to follow up to ensure clients are satisfied and to keep them informed of the progress of any issues logged.
  • Communication and liaison skills
    • Ability to document solutions and communicate solutions to the rest of the Information technology team;
    • Ability to develop simple instructions for use by clients;
    • Ability to convey technical information to non-technical staff.
  • Flexibility and initiative
    • Ability to contribute to project work as directed;
    • Ability to learn new technologies and applications;
    • Ability to prioritise work and cope with multiple demands;
    • Ability to respond to changing work demands and circumstances.
  • Education
    • Tertiary qualifications in Information Technology are highly desirable; and/or
    • Industry related training and qualifications.

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