5 days ago Be among the first 25 applicantsCanberra, AustraliaAbout UsAnglican Diocesan Services (ADS) is the principal provider of corporate services to the Anglican Diocese of Canberra & Goulburn, which encompasses the Property Trust, Parishes, Anglican Investment Development Fund, Synergy Youth, Anglican Campsites, Anglican Schools, ELCs, and Anglicare NSW South, NSW West & ACT.About The RoleThe Technology Support Officer will be based at our Head Office in Canberra, ACT. This role supports the corporate and educational entities. The Technology Support Officer will report directly to the Team Leader of Technology Support and has an indirect reporting line to the Director of Technology.Main ResponsibilitiesProvide day-to-day technical support to end users for a range of hardware and software with a high level of technical expertiseEnsure a high quality of service and support is provided to end users, aligned with our Service Level Agreements and agreed processesLog, monitor and manage end users' incidents, requests and tasksUse the ticketing system to document actions to effectively communicate information with the team and to the end userTake ownership of end-user technical issues, including initial troubleshooting, identification of root causes, issue resolution and communicationDocument, replicate and escalate any unexpected system behaviour for the team to investigate, ensuring all relevant information is collected to find a quick solutionDevelopment of end-user training documents and the associated knowledge baseInteract with vendors to manage warranties on-siteTravel to regional offices when required to assist end users with technical issues and hardware refresh projectsAbout YouYou will have prior experience in a technical capacity, providing support for end-user environments across both enterprise and educational settings. As the initial point of contact for students and educators, you must possess exceptional interpersonal and customer service skills, adept troubleshooting capabilities, and proven problem-solving abilities. Additionally, the capacity to build and manage diverse relationships effortlessly is essential in this role.Your Skills, Experience & Personal AttributesExperience in supporting end-user hardware and softwareITIL awareness and understandingDevice support experience in a Windows, IOS and ChromeOS environmentAudio Visual support experienceSome network support skillsExperience in managing and prioritising own workload in accordance with SLA'sDemonstrated experience in managing reactive ICT service requests using a dedicated ITSM systemDemonstrated track record of strong communication skills and initiativeWorking within a team environment InitiativeEnergetic and enthusiastic about Information and Communications Technology workPlease contact Adrian Chin at (02) 6245 7101 (during business hours) for all enquiries.If you would like to join our team, please send your written application specifically outlining how your skills, experience and personal attributes match those above, together with a cover letter and CV. Applications must also include the names and contact details of two professional referees.Applicants must obtain a Working With Children clearance through the Office of the Children's Guardian (NSW) and a Working With Vulnerable People clearance through the Office of Regulatory Services (ACT) and have satisfactory National Criminal History Checks conducted by ADS.Applications Close: 30 Apr 2025Seniority levelEntry levelEmployment typeFull-timeJob functionInformation TechnologyNon-profit Organizations
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