The Role
We are currently seeking to hire a Senior Technical Support Officer to join our ICT team based in Fortitude Valley. The purpose of the Senior Technical Support Officer is to provide help‐desk IT support to all organisational business units, acting as the second point of call for user issues with a focus on IT end‐user devices, networking, printer and Citrix support. The role also involves logging, documenting and tracking IT issues and complying with organisational policies and procedures.
Your role in supporting Anglicare will include:
* Provide technical support and advice; respond to queries as logged through the Helpdesk
* Manage work projects through to completion, including monitoring progress and adjusting plans
* Provide onsite and remote assistance in resolving helpdesk calls, and escalation of critical and unresolved issues when required, in a timely and professional manner
* Act as escalation point for Analysts, Service Desk and provide support as required
* Develop methods, procedures and documentation of operational practices, monitor and develop improvements where issues arise
* Install software and utilities on client devices and servers; provide hardware and peripheral installation as required
* Process User Request Forms as per procedures and guidelines
* Analyse and report on trouble trends, suggest remedies and prepare relevant documentation
* Become familiar with ICT environment, policies and processes and comply with requirements
* Participate in ad‐hoc ICT activities and projects
What you will bring to the role
* Current National Police Check
* Current Queensland Driver Licence
* Significant experience in assisting end users with various ICT issues, preferably within a large organisation with strong customer‐facing skills (3‐5 years' experience)
* Knowledge of effective practices associated with ICT service level, business improvement and change management
* Ability to communicate both technical and non‐technical information at all levels
* Qualifications in Information Technology or similar (desired)
* Relevant vendor certification – ITIL, Cisco, Microsoft, Citrix, VMWare or similar (desired)
Why you'll love working with Anglicare Southern Queensland
* Flexible Working Environment and work from home possibilities
* Not for Profit Salary Packaging (reduce taxable income by up to $18,550)
* Novated Lease – pay for your car and running costs with pre‐tax dollars
* Corporate Health Insurance Discounts with Bupa and Medibank
* Benefits App – discounts and cash back at retailers
* Referral App – earn $1 for each referral and up to $300 for a successful referral
* Wellbeing App – mental, physical and financial wellbeing support
* A culture of recognition with our Annual People Awards
* 24/7 Employee Assistance Program & Pastoral Care Support
Equal Opportunity Statement
Anglicare is committed to building an inclusive and diverse workforce and encourages applications from Aboriginal and Torres Strait Islander people, those from cultural and linguistically diverse backgrounds, LGBTIQ+ communities, people with disabilities and people with a lived experience of mental ill health. We promote a child‐safe environment and are committed to providing ongoing care and protection.
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