Senior IT Support Officer

Description:

In this role, you will provide high level technical skills and expertise to support the efficient and effective operation, maintenance and management of Information and Communication Technology (ICT) infrastructure.

The Senior IT Support Officer will be responsible for proivding timely and responsive services to support IT systems. You will:

• Provide first and second level support to resolve issues with all IT systems and services, including escalating complex issues and mentoring junior staff where appropriate.
• Liaise with internal and external stakeholders to resolve incidents and implement changes aligned with the ITIL framework and IT service management best practices.
• Maintain knowledge of IT systems, procedures, and documentation, and update them continually to ensure knowledge is shared across the IT team.
• Monitor system resource usage and activity, and take corrective action to resolve, including assisting with early identification of potential security or performance risks.
• Have a strong understanding of or the ability to quickly obtain a strong understanding of the following systems, services and applications:
• Windows 11 OS and Windows server 2019 / 2022 or later operating systems.
• Applications including Edocs, Resolve, MS Office 365, MS Teams, Sharepoint, and Adobe.
• TCP/IP, IP addressing, DHCP, DNS and other network protocols and services that support Active Directory, Azure AD, Intune, Group Policy management and security access controls.
• Remote desktop services including RDP, VPN, and AVD.
• Microsoft 365 admin centre and Azure portal interface.
• Provide technical skills as required to assist with the management and implementation of ICT projects, and contribute to ICT asset lifecycle activities including deployment, configuration and decommissioning, in accordance with ITIL aligned change management processes.
  
  
  

You May Also Be Required To

• Perform other IT related duties to meet the ongoing needs of the organisation. This may include being available on an on-call roster for after-hours support of critical services, and responding to cyber threat alerts from security managed service providers and partners by taking appropriate action, and escalating to management where required.
  
  
  

You Will Be Expected To

• Work collaboratively with other team members, participating in meetings and training programs, and actively monitoring, reviewing and assisting with improvements to policy, procedure, process and administrative practice across the Office and stakeholder agencies.
• Work in accordance with the Office's Code of Conduct and values; workplace health and safety legislation; confidentiality policies; all other relevant policies, directives and legislation.
• Meet personal performance expectations and standards.
• Undertake other duties as directed by relevant senior officers.
  
  
  

Vision : Thinks critically and acts on the broader purpose of the system. Gathers insights and embraces new ideas and innovation to inform future practice. Embraces change and leads with focus and optimism in an environment of complexity and ambiguity. Makes considered, ethical and courageous decisions based on insight into the broader context.

Results: Strengthens and mobilises the unique talents and capabilities of the workforce. Builds and sustains relationships to enable the collaborative delivery of customer-focused outcomes. Inspires others by driving clarity, engagement and a sense of purpose. Demonstrates accountability for the execution and quality of results through professionalism, persistence and transparency.

Accountability : Fosters an inclusive workplace where health, safety and wellbeing is promoted and prioritised. Pursues opportunities for growth through agile learning, and development of self-awareness. Maintains a high standard of practice through governance and risk management.

Technical expertise: Relevant experience and knowledge of IT Systems and hardware, including cloud-based services. Practical experience in providing user support to achieve efficient, effective ICT services.

Occupational group IT & Telecommunications