ICT Customer Support Officer
* Travel to client homes to install, configure, and troubleshoot hardware (including computers, peripherals, and networking equipment) and software. This includes assessing the physical environment to ensure technology is accessible and safely installed.
* Manage the end-to-end installation of internet services, such as Starlink satellite systems. This involves site assessment, hardware installation, network configuration, and user training to ensure clients have reliable internet access.
* Assess client needs to recommend, install, and configure assistive technologies. This includes screen readers, voice recognition software, adaptive keyboards, and other specialized hardware or software that enhances independence and quality of life.
* Provide patient and tailored training to clients on the use of their technology. This involves breaking down complex technical concepts into simple, understandable instructions and adapting teaching methods to accommodate various learning styles, cognitive abilities, and physical limitations.
* Maintain and manage the company's internal computer systems, servers, and networks. This includes performing routine maintenance, applying security patches and updates, monitoring system performance, and managing data backups to ensure business continuity.
* Act as the primary point of contact for internal staff experiencing technical difficulties. This involves diagnosing and resolving hardware and software issues for office personnel, managing IT support tickets, and providing prompt and effective solutions.
* Implement and enforce security measures to protect sensitive client and organizational data. This includes managing user access controls, ensuring compliance with Australian privacy principles and NDIS regulations, and training staff on data security best practices.
* Manage the lifecycle of the organization's IT assets. This involves procuring new hardware and software, maintaining an accurate inventory, managing software licenses, and ensuring the secure disposal of outdated equipment.
* Respond to and resolve inquiries regarding software and hardware problems from all users. This involves systematic troubleshooting, documenting the resolution process, and communicating updates to the user.
* Create and maintain clear, comprehensive documentation for all IT processes, including user guides, network diagrams, installation procedures, and knowledge base articles. Report on system performance and support metrics as required.
* Stay current with emerging technologies, particularly in the areas of assistive technology and IT support. Proactively identify opportunities to improve IT systems and processes to better serve both clients and internal staff.
QUALIFICATIONS AND EXPERIENCE
Minimum qualification required is AQF Associate Degree, Advanced Diploma or Diploma with 1 year mandatory relevant work experience.
SALARY
$90,000 - $92,000 per annum plus superannuation