Play a vital role as part of a collaborative team, delivering technical support across Federation University campuses.
* Fed Services - Mt Helen Campus
* Full-time, fixed-term appointment until May 2028
* HEW 5 - $82,344 p.a. plus up to 17% superannuation
About the role
As the Support Officer, Systems, you will play a vital role delivering both first-tier and second-tier technical support across Federation University campuses. In this customer-focused position, you will proactively manage daily tasks, including responding promptly to IT, Audio Visual, and other technical issues encountered by staff and students.
* provide technical diagnosis and troubleshooting for Federation University Australia's Standard Operating Environment (SOE) hardware and software
* provide informed responses to incidents and service requests, applying technical judgement to prioritise, resolve and, where required, coordinate escalation of requests
* resolve incidents and fulfill requests for University staff and student hardware and software
* provide ongoing support, management and maintenance of supported technology across professional, teaching and meeting spaces, student computer laboratories and common areas
About you
Reporting to the Head, Service Delivery and Enablement, you will possess experience in a high-volume customer service environment with a proven ability to guide stakeholders with varying IT literacy. You will have an understanding of computer hardware and Teaching and Learning audio visual equipment including the ability to initiate diagnostics and fault detection techniques.
* experience and knowledge of supported Windows and Mac operating systems
* understanding of corporate networked environments and a general understanding of systems management software such as Microsoft Systems Centre Configuration Manager (SCCM) and/or JAMF
* analytical, strong technical problem solving and organisational skills
* ability to exercise professional judgement, analyse non‐routine technical issues, and determine appropriate resolution pathways
All University positions must hold a valid Employer Working With Children Check (WWCC). Please refer to the position description for WWCC requirements.
Aboriginal and Torres Strait Islander people are encouraged to apply.
Federation University is committed to The Circle Back Initiative program, whereby we will respond to every applicant.
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