Division/Section: Business Services / Digital Information & Technology
Position Type: Permanent Full Time (9 day fortnight, 36.25 hours/week)
Salary Range: LGO3 ($71,806 - $77,515 per annum + superannuation) based on skills, qualifications and experience
Location: Townsville
Application Close: 11:45pm, Sunday 10 May 2026
About the Role
Model positive safety behaviours and lead compliance with Workplace Health and Safety policies, procedures, and legislative requirements to ensure everyone goes home safe. Foster an outcomes‐focused, value‐adding culture where leaders and staff take personal accountability for delivering on Council's Corporate Plan and policies. Follow reasonable directions to support business continuity during unplanned disruptions, including disasters or significant events.
Provide effective, professional first‐level and some second‐level IT support across Council by managing incidents, problems, and service requests end to end in accordance with ITIL processes. Deliver technical troubleshooting and resolution of complex issues using investigative techniques, educate customers, and escalate matters appropriately when required. Ensure high‐quality customer outcomes by applying strong customer service principles and promoting a customer‐centric approach across Council, while delivering services in line with the Service Catalogue, service targets, and service level agreements.
Administer security management processes for system access to protect Council data and assets, and ensure all incidents and requests are accurately recorded and categorised. Identify opportunities for process and service improvement through analysis of recurring issues and trends. Assist in maintaining detailed IT asset registers and contributing to the development of an internal knowledge base, promoting self‐service capabilities. Maintain a strong understanding of emerging technologies, industry best practice, and relevant legislation, policies, and procedures through ongoing research and professional development.
About You
* Demonstrated experience role modelling a positive safety culture and adherence to the Health Safety Management Systems through visible leadership and exercising due diligence and management of compliance and legislative obligations.
* Tertiary qualifications or an Associate Diploma in IT, or equivalent demonstrated experience in relevant disciplines.
* Formal qualifications and/or demonstrated experience in the discipline of Service Management e.g. ITIL.
* At least 3 years' experience in a similar or related IT Service Desk role, with excellent knowledge of IT theory, practice and industry standards particularly relating to an IT Service Desk function.
* Expert knowledge and or experience in: ITIL/principles, ServiceNow, Microsoft Windows and management tools; Windows Domain environments employing Microsoft Exchange and Active Directory Services; remote desktop tools; PC hardware and peripherals; software deployment technologies and products such as Microsoft Intune; local and wide area networking technologies; VMWare infrastructure systems and management tools; Android and Apple mobile technology; and security related technologies.
* Strong conceptual, analytical and problem‐solving skills.
* Strong interpersonal, consultation, negotiation, relationship building and client servicing skills.
* Strong communication skills with demonstrated experience effectively communicating with diverse stakeholders to achieve quality customer outcomes and to educate/capacity build.
* Ability to apply creative problem‐solving techniques in a highly complex environment using leading‐edge technologies and integrating diverse user systems.
* Current Queensland 'C' Class Driver's License.
Benefits
* 5 weeks annual leave + 17.5% leave loading
* 3 weeks Personal/Carers Leave
* 14 weeks paid Parental Leave
* Domestic and Family Violence Leave
* Natural Disaster Leave
* Annual wage progression
* Up to 13.5% Superannuation employer contribution for contributing members
* Salary Sacrifice opportunities
* Access to a range of learning and development opportunities, including on‐the‐job learning and formal training programs
* Fitness Passport program offering discounted membership to selected health and wellbeing facilities
* Employee Loyalty Program offering discounts at selected local businesses
* Employee Assistance Program
* The Council contribution to employees' superannuation for contributing employees shall be 13.5% of the employees' ordinary time earnings subject to the employee contributing a minimum of 6% of their ordinary time earnings.
Equal Opportunity Statement
We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply. All successful candidates are required to undergo drug and alcohol testing as part of the recruitment process. Townsville City Council has a zero tolerance policy to drugs and alcohol in the workplace.
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