IT Helpdesk Officer

Careers at Council; Windsor; On-site; AUD 80,000 - 96,000; Full time

Benefits offered by this job

9 Day Fortnight

Fitness Passport Option

On-Site Parking

Flexible work arrangements

Health and Wellbeing Program

Training and Development Opportunities

Employee Assistance Program

Job summary

Hawkesbury City Council in Windsor, NSW, is seeking an IT Helpdesk Officer to deliver first-line support to staff. You will handle calls, emails, and in-person requests, diagnose hardware and software issues, and assist with IT administration tasks while maintaining excellent customer service.

The role requires relevant IT qualifications or experience, strong communication skills, and a commitment to security and best practices in a local government setting.

Qualifications

• Tertiary IT qualifications or IT certification, or equivalent experience.
• Strong desktop and application support experience.
• Excellent customer service and communication skills.

Responsibilities

• Provide first-line IT helpdesk support via phone, email and in person.
• Handle hardware faults and software issues for council staff.
• Deliver business application support and LAN administration assistance.
• Support IT team with customer-focused solutions and documentation.
• Respond promptly to user inquiries and maintain a high level of service.

Skills

Customer service

Communication

IT network protocols

Cybersecurity awareness

ITIL awareness

Education

IT tertiary qualification or IT certification

Tools

Financials software

Records management

Property and Rating systems

Job description

IT Helpdesk Officer

Bepassionate. Be progressive. Hawkesbury City Council.

• Salary
  negotiable $80k to $96k + Super
• 9 Day Fortnight
• Fitness Passport Option+ On-Site Parking

Hawkesbury City
Council is the largest local government area in metropolitan NSW covering 2,800
square kilometres, incorporating both urban and rural communities. We are committed to working together to
deliver outcomes for the community through innovation and best practice.

Hawkesbury City Council strives to be an inclusive workplace
for all people. We welcome and encourage applications from all ages and
genders, Aboriginal and Torres Strait Islander peoples, people from culturally
diverse backgrounds, the LGBTIQ+ community, veterans and people with
disabilities.

The Role

Reporting to the Senior Network
Administrator and based in Windsor, the IT Helpdesk Officer is the first line
of contact for users by providing technical helpdesk support to Council Staff via phone calls,
emails and in person. Your typical duties will include; call response,
business application support, hardware faults, customer support of programs on
PC’s and LAN and administration support to the IT team. You will display a high
level of customer service assisting employees with all IT related enquiries.

About You

You have demonstrated experience in managing and maintaining IT
Support and Systems Helpdesk, with the ability to support both technical and non-technical
users. You will have strong problem solving skills and the ability to manage
competing priorities, implement change, and deliver solutions. You are a proactive, adaptable professional with strong communication and interpersonal skills, with the ability to work independently or as part of a team.

• Tertiary qualifications in Information
  Technology, IT Certification or working towards completing, or relevant industry experience
• Demonstrated ability to provide desktop and
  application support
• Excellent customer service and communication
  skills
• Demonstrated business analysis and problem
  solving skills
• The right to live and work in Australia
• Class C Drivers Licence
• WHS General Construction Work in NSW
• Working with Children Check (WWCC)
• Successful applicants will be required to
  undergo background (police) checks and medical declaration
• Certificate in Information Technology
  Infrastructure Libraries (ITIL)
• Knowledge and Awareness of cybersecurity principles and frameworks
• Knowledge and understanding of IT network
  protocols
• Experience with local government software such
  as Financials / Property and Rating / Records Management systems

The Rewards

An attractive
salary will be negotiated with the successful applicant commensurate with
qualification, skills, and experience.

• Rostered
  Day Off
• Flexible
  work arrangements
• Health
  and Wellbeing Program
• Long
  Service Leave after 5 years
• Training
  and Development Opportunities
• Employee
  Reward and Recognition program
• Fitness Passport Option
• Social
  Club - BBQs, Christmas parties, raffles and activities
• Employee
  Assistance Program for employees and their family