IT Support Officer

Transport for NSW; Bangalow; On-site; AUD 112,000 - 123,000; Full time

Job summary

Transport for NSW in New South Wales is seeking an IT Support Officer to join the McLeods Shoot team on a permanent full-time basis. You will deliver timely IT incident support and service requests, ensuring customer satisfaction within agreed service levels.

The role covers desktop support across PC/LAN, Windows and Office 2016+, plus AD and SCCM administration, ITIL-based processes, on-call rosters, and occasional travel to nearby locations.

Qualifications

• Strong Level 1 IT support across PC/LAN, Windows, Office 2016+, telephony and conferencing.
• Experience in ITIL-based service management and incident handling.
• Ability to work rostered shifts and travel between locations.
• Experience with Active Directory and SCCM.

Responsibilities

• Provide timely support for IT incidents and service requests.
• Troubleshoot hardware, software, OS, and applications with coordination.
• Manage desktop support activities: deployments, patching, relocations, maintenance, ticketing.
• Create knowledge base articles and user guides.
• Mentor junior analysts and participate in on-call rotations.

Skills

PC/LAN

Windows

Office 2016+

Telephony

Conferencing

Active Directory

SCCM

ITIL knowledge

Incident management

On-call

Travel

Job description

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IT Support Officer

Organisation/Entity: Transport For NSW

Job category: Projects

Job location: McLeods Shoot, NSW, AU, 2479

Job reference number: 111649

Employment type: Permanent Full-Time

Salary range: $111625.0-$122786.0

You can be part of the team that enables significant service improvements for our people.

You know that not all tech and digital roles are the same. Be part of a team that ensures a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities and regions.

We currently have a permanent full-time opportunity for an IT Support Officer to join team based in McLeods Shoot.

In this role:

• You will provide timely and effective support for IT incidents and service requests, ensuring excellent customer service and resolution within agreed service levels.
• You will troubleshoot and resolve hardware, software, operating system, and application issues while coordinating with technical teams, stakeholders, and vendors as required.
• You will manage desktop support activities including device deployments, patch management, relocations, system maintenance, and accurate ticket logging within the ITSM tool.
• You will contribute to knowledge management by creating documentation, knowledge articles, user guides, FAQs, and identifying recurring issues to drive permanent solutions.
• You will support team success by mentoring junior analysts, handling escalations, maintaining safety compliance, and demonstrating strong collaboration and leadership behaviours.

In addition to the above, there will be requirements to work outside of normal working hours (24/7) for on call support.

This position is based at McLeods Shoot with an occasional travel to Tweed heads.

• You have strong Level 1 IT support expertise across PC/LAN environments, Microsoft Windows, Office 2016+, telephony, and conferencing technologies.
• You are skilled in administering user and computer accounts using Microsoft Active Directory and SCCM.
• You have hands-on experience delivering desktop support within ITIL-based service management and managed services environments.
• You possess a solid understanding of ITIL Foundation principles, operational support processes, incident management, and service delivery best practices.
• You demonstrate flexibility to support business operations through rostered shifts, on-call support, travel across location.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers .

This is an in-person, on-site role.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

Job Segment

Technical Support, Network, Technology

Transport acknowledges the Aboriginal people of the country on which we work, their traditions, culture and a shared history and identity. We also pay our respects to Elders past and present and recognise the continued connection to country.