Your new company
Australian Federal Government Agency based in Geelong.
Your new role
As a Technical Services Officer, you will be responsible for the delivery of effective and timely IT support to all sites across Australia. For onsite support, you will be required to provide hands-on support for tasks requiring physical assistance to resolve an issue or fulfil a request. For remote support, you will provide remote incident resolution and request assistance using different tools. Support scope includes staff based across Australia and over-seas
Roles and Responsibilities
* Deliver IT support to provide resolution in a timely manner to problems or requests that require on-Site attendance. Examples include Deployment of PC desktops, laptops, LCD monitors, printers, and other IT-related equipment, network port patching, software fault assistance.
* Deliver remote IT support to provide both response and resolution in a timely manner to incidents or requests.
* Apply known solutions to customer reported issues.
* Develop and maintain relationships contributing to virtual teams to ensure the delivery of best practice service.
* Contribute positively to stimulate and promote a team approach and develop sound working relationships with clients on a day-to-day basis.
* Keep management and other team members informed of progress and issues.
* Identify tasks/issues that cannot be resolved and refer them to senior staff and/or Technical Specialist Teams.
* Develop, maintain, and expand individual skills which are of benefit to the services delivered and that contribute to the skill set of the Client Services Delivery Team.
* Ability to learn and follow defined organisational procedures and processes.
* Respond courteously and efficiently to client requests, maintain clear communication regarding mutual expectations and monitor client satisfaction.
* Oversee the activities of less experienced staff and provide on-the-job training as required.
* Communicate openly, effectively, and respectfully with all staff, clients, and suppliers in the interests of good business practice, collaboration, and enhancement of agency's reputation.
What you need to succeed
* Australian citizenship is mandatory.
* This position requires the successful candidate to hold or satisfy the requirements to obtain and maintain a Negative Vetting 1 security clearance.
* Relevant trade certificate/diploma/bachelor's degree or equivalent relevant work experience in Information Management and Technology.
* Experience supporting Mac and Linux operating systems.
* Experience supporting scientific research equipment.
* Ability to communicate in a fluent and courteous manner, both orally and in writing, offering factual information supported by proven data, and providing appropriate feedback when required.
* The ability to effectively manage a number of competing priorities simultaneously and carry out non-routine tasks under technical direction from Senior Technical/Research staff.
* Proven ability to investigate routine problems by identifying and considering the implications of a range of available alternative solutions.
What you'll get in return
* Initial 6-month contract + potential extensions.
* Market rates.
* Onsite role based in Geelong.
What you need to do now
If you're interested in this role, click "Apply" or forward an up-to-date copy of your CV to Vishal at Vishal.Sachdeva@hays.com.au
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