Senior Officer, ICT Support Services
Join to apply for the
Senior Officer ICT Support Services
role at
Gympie Regional Council
.
Closing Date: Sunday 30th November **** at 11:00pm AEST. No late applications will be accepted; only applications received via Council's online application system will be considered.
About the Region
Gympie is at the heart of a rapidly expanding region which stretches from rural valleys in our western reaches to the Cooloola Coast. Bordering Noosa and Fraser Coast Local Government areas, we are uniquely positioned to grow whilst still retaining our country charm. Our borders with North and South Burnett, and the Somerset Local Government areas link with our rural lifestyle, where you can enjoy our picturesque smaller towns, or our abundant local history. Our local festivals such as the Gympie Music Muster are renowned both nationally and internationally.
For someone seeking a high quality of life, with pristine natural areas and spectacular beaches, all within reach of Noosa, the Sunshine Coast and Brisbane, we are offering this unique opportunity.
Role Overview
Council's ICT Service Desk provides support to approximately 300 internal customers and is the single point of contact for all ICT users. The Senior Officer ICT Support Services is responsible for ensuring an outstanding level of customer service and technical support, overseeing ICT assets, and the procurement activities for ICT Support Services. The Senior Officer ICT Infrastructure liaises with other members of the ICT team to ensure ICT Services are delivered effectively and in line with customer expectations.
Responsibilities
Extensive experience with ITSM tools and methodologies (e.g. ITIL and ServiceDeskPlus).
Customer service experience; troubleshooting end-user workstation environments and Microsoft Office 365.
Experience configuring devices using Apple iOS and Android mobile platforms.
Experience with Active Directory, Microsoft Exchange and cloud services such as Microsoft Office 365, Azure.
Understanding of networks, networking hardware, TCP/IP, VPN, routing, DNS, VLANs and ability to troubleshoot networking issues.
Experience with wireless systems including end-user devices, access-points and wireless controllers.
ITIL Foundations V3 or V4+.
A minimum of 2 years' experience in an ICT service delivery environment.
Knowledge of and experience supporting LANs, WANs and desktop hardware/software, including mobile device configuration and management.
Analytical through processes and trouble-shooting skills.
Ability to work independently and with teams and managers as appropriate.
Queensland 'C' class driver's licence or above.
Lead and coordinate the annual device replacement and upgrade program for ICT devices and software in accordance with standards, policies and operating procedures.
Maintain accurate device asset management and record all ICT devices from purchase to disposal.
Provide procurement support to the Coordinator, ICT Support Services and liaise with third-party suppliers.
Build and maintain productive relationships with suppliers and support partners.
Maintain stock levels of ICT equipment and the working order of the ICT storage and build rooms.
Passion for technologies and how they can contribute to the team.
Provide first-level phone support to Council users with patience and empathy.
Install, maintain and support Windows desktop operating systems and software, troubleshoot network, printing and hardware incidents via telephone, remote desktop tools or, if necessary, site visits.
Commitment to providing quality advice and service to clients with an emphasis on effective communication with a diverse range of staff and stakeholders.
Collect all required ticket data and ensure the ticket data is accurate and complete, including resolutions and tasks.
Provide a high level of customer service and attention whilst ensuring SLAs are met.
Actively participate as appropriate as a member of Council's ICT Team.
Commitment to learning new technologies and undertaking training as required.
Work within a rostered shift rotation covering business hours from 6:00 AM to 6:00 PM Monday to Friday.
Qualifications & Experience
Extensive experience with ITSM tools and methodologies (e.g. ITIL and ServiceDeskPlus).
Customer service experience; troubleshooting end-user workstation environments and Microsoft Office 365.
Experience configuring devices using Apple iOS and Android mobile platforms.
Experience with Active Directory, Microsoft Exchange and cloud services such as Microsoft Office 365, Azure.
Understanding of networks, networking hardware, TCP/IP, VPN, routing, DNS, VLANs.
Experience with wireless systems including end-user devices, access-points and wireless controllers.
ITIL Foundations V3 or V4+.
Minimum 2 years' experience in an ICT service delivery environment.
Knowledge of and experience supporting LANs, WANs and desktop hardware/software, including mobile device configuration and management.
Analytical through processes and trouble-shooting skills.
Ability to work independently and with teams and managers as appropriate.
Queensland 'C' class driver's licence or above.
Benefits
Competitive annual salary commencing at $86,250 + up to 13 % superannuation.
Great range of additional benefits, including health & wellness programs, salary sacrifice options, salary packaging arrangements and a fortnightly RDO.
Nine-day fortnight.
Access to employee health and well-being programs.
Fitness Passport – subsidised access to over 25 local gyms for you and your family.
Long service leave after seven years.
Generous superannuation scheme up to 13 %.
Access to salary sacrificing and salary packaging arrangements.
Employee assistance programme offering free confidential counselling services for employees and their families.
Our Values
Accountability
Communication
Customer Service Focused
Integrity
Teamwork and Collaboration
Application Process
Successful applicants will be required to undertake various checks such as skills, qualifications, reference, medical and national police checks.
To apply:
Download and review the position description.
Complete the information below as requested using your personal email.
Click "APPLY."
Attach your resume, covering letter and a single document containing copies of your qualifications, licences or tickets as applicable.
Click "NEXT" and "CONFIRM".
It is advisable to prepare your responses in a separate Word or text document, saving your work as you go, then copy and paste this prepared information into the form before completing the application process. Keep responses to a maximum of 300 words for each question.
Contact Information
For information regarding the requirements of this role, please contact Council's Manager ICT & Digital Transformation, Trina Law on ************* or email
For assistance lodging your application using Council's online system, please contact Council's Officer Recruitment, Sue Rossi on ************ or email
Equal Opportunity
Gympie Regional Council
is proud to be an Equal Opportunity Employer, and our people represent the community which we service. We invite all suitably qualified applicants to apply, including First Nations People, and people from diverse social, cultural and gender backgrounds.
Senior Level
Mid-Senior level.
Employment Type
Full-time.
Job Function
Information Technology.
Industry
Government Administration.
Referral
Referrals increase your chances of interviewing at Gympie Regional Council by 2x.
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