Technology Support Officer x2

Closing Date: 11:59pm AEST 26 April 2024.

Status: Permanent Full Time

Salary: $81,211.85 to $89,344.27 plus 11% superannuation (note salary will increase by 3.5% and superannuation by 0.5% in July 2024)

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Randwick City Council is an innovative and progressive Council committed to serving our vibrant community on the eastern beaches of Sydney. Our Service Desk team within Information Management and Technology Services is seeking a Technology Support Officer. 

Purpose:

The Technology Support Officer will provide efficient and effective technology end user support services with a focus on customer experience; and will undertake work in the background to ensure the technology environment is maintained and fit for purpose.

About the role:

The Technology Support Officer will:

• As a member of a team, provide first point of contact and customer support services for any aspect of technology services. 
• Utilising the ITIL framework and the IT service ticketing tool, achieve effective resolution of all incidents, service requests, problems and access control requests or triage the tickets to external vendors, other teams or departments
• Deploy and maintain IT software and hardware assets to end users and ensure accurate records of asset usage are maintained.
• Develop and maintain operational documentation including staff user guides.
• Understand change management and how IT security applies to your work.

Council's IT environment is based on Microsoft technologies including Azure and M365, with a variety of local government specific enterprise applications and productivity tools including TechnologyOne Financials, Infor Pathway local government solution, Dayforce Human Resources, Content Manager Records Management and a variety of smaller applications. Council runs a fleet of laptops for staff, Teams telephony, public use computers for libraries and dedicated special purpose computers for point of sale and other needs. The role will be required to travel using Council's pool vehicles to sites in the Randwick LGA to provide onsite support and undertake small projects as required. 

As this role has frontline customer support responsibilities the role will be based full time in our Administration Centre. Limited work from home may be available on a case-by-case basis to provide flexibility as part of a roster to ensure support coverage between the hours of 7:30am to 5:00pm Monday to Friday. 

About you:

To excel in the role, you will have:

• Knowledge of IT developed by working in Information Management or Information Technology areas in similar organisations to Council.
• Knowledge of Service Desk ITIL processes including incident, problem, service request, access and change management and the use of ITSM tools, supported by effective triage, knowledgebase and procedural documentation.
• Knowledge of end user computing systems based on a Microsoft environment including familiarity with hardware, productivity and application software and the ability to diagnose and resolve incidents and problems with software.
• Knowledge of networking concepts.
• Ability to liaise with internal areas of Council and external suppliers to achieve outcomes.
• Customer service skills with an emphasis on communication and training.
• Relevant qualifications or industry certifications. 

Further information:

View the position description online or contact Brett Wilson, Coordinator Service Desk, on 02 9093 6866.