Flourish Australia has an exciting opportunity for an IT End User Support Specialist to join our Support Hub team at Sydney Olympic Park
The position available is:
* Closed-term full-time up to 1 year (76 h/fortnight)
* Working Monday to Friday
* Based at our Support Hub in Sydney Olympic Park (flexible work from home arrangements available)
* $76,000 - $81,000 p.a + 12% Super + Tax-Free Salary Packaging
About the Opportunity
The IT End User Support Specialist is responsible for assisting with Flourish Australia's IT Helpdesk, providing efficient support and assistance to end users in relation to computer hardware, software, telecommunications and peripheral products, ensuring compliance with Flourish Australia's policies.
Main responsibilities include:
* Provides services through the IT Helpdesk, providing phone and remote support, ensuring users receive a high standard of service, including evaluating and resolving routine user problems through hardware, software or system maintenance; and liaising with external support contractors, as appropriate, for additional assistance.
* Supports and instructs users in the use of computer equipment and software applications; answers questions and assists in resolving problems regarding the methods and procedures for use of applications.
* Performs the installation of new hardware/software; installs, tests, and monitors the operation of computer hardware and software; configures hardware, software; and undertakes updates as required.
* Manages help desk emails, process end user requests, inbound calls and respond.
* Assists and supports IT staff in their tasks.
* In consultation with the IT Service Desk and Delivery Manager and other IT staff, helps develop and maintain records and documentation to support users, including technical and system configuration documentation.
* Develops a strong working knowledge of all Flourish Australia information systems and its IT requirements.
* Assists with special projects, for e.g. software rollouts and the introduction and implementation of new technologies; new site establishment and installations.
To find out more about the IT End User Support Specialist role, please read the Position Description.
Who We Are
Flourish Australia is one of Australia's most experienced community mental health organisations. Our purpose is to support people to flourish, believe in their futures, and become contributing members of the community.
Our services are comprehensive and highly personalised because each person's experience will be different and their needs, as an individual, are unique. Together we set goals, connect individuals with the right people, support services and opportunities to meet their needs.
Our positions are open to all suitably qualified applicants. We have a strong commitment to the participation of people with lived experience of mental health issues in our workforce. We value diversity and encourage applications from suitably qualified people from Aboriginal and Torres Strait Islander backgrounds, people from Culturally and Linguistically Diverse communities, LGBTQ+ communities and mature age candidates.
Selection Criteria
Essential:
* Tertiary qualification in a computing discipline and/or equivalent relevant work experience.
* Technical knowledge and/or experience supporting Apple Mac and PC hardware, software and network configurations.
* Working knowledge of communication protocols e.g. DHCP, TCP/IP and networking
* High level competency in all Microsoft Office applications (preferably within an OSX environment).
* Demonstrated ability to absorb and communicate technical information.
* Commitment to providing a responsive customer service oriented approach to IT service delivery.
* Strong written and verbal communication skills, including the ability to communicate effectively with users regarding IT issues and their resolution.
* Highly developed analytical, diagnostic and problem solving skills.
* Sound organisation skills and the ability to prioritise workloads and to effectively manage multiple concurrent activities, whist maintaining attention to detail.
* Ability to work in a team environment and independently with minimal supervision.
* A carer role or having a lived experience would be considered an advantage.
* Maintain a current Australian Driver's Licence.
Desirable:
* A carer role or a personal lived experience of a mental health issue
For more information, please contact Steven Fishburn, IT Service Desk and Delivery Manager; E: (please do not email applications).
All appointments with Flourish Australia's Services are subject to a National Criminal History Check, previous employment reference checks, satisfactory Australian residency status and other background checks.
About the Benefits
* Level 3 (SCHCADS) on the Flourish Australia Enterprise Agreement (2018)
* Tax-Free Salary Packaging available up to $15,900
* Exclusive Fleet pricing discounts with our preferred automotive supplier
* On the job training and opportunities for professional development
* Family-friendly and flexible working conditions (work from home arrangements available)
* Regular supervision (reflective practice), ongoing 1:1 mentoring, strong team support and a comprehensive induction program
* Comprehensive infrastructure including a laptop and other resources for work purposes
* Generous leave provisions including 17.5% leave loading + 2 additional days of personal leave + extra day paid leave over Christmas/New Year + paid parental leave
* Employee Assistance Program for confidential wellbeing support
* Inclusive initiatives such as our Rainbow Network and YarnUp for Aboriginal and Torres Strait islander staff
* Flexible working from home arrangements available
* Employee discounts at 400+ popular retailers (Woolworths, Expedia, Myer, Kmart etc)